Implementation & IT Help Desk Specialist (Bilingual)

Brandon N Pena Barrera

**********@*****.*** 347-***-**** Astoria,NY

• Act as the primary front desk contact, assisting approximately 300 students with questions and support needs

• Deliver high-quality customer service via phone, email, and messaging platforms

• Process student enrollments and handle payments accurately using cash and card systems

• Resolve issues efficiently while maintaining a welcoming and organized front desk environment

• Oversaw and ensured the accuracy of EDI implementations, achieving 100% compliance for over 15 clients.

• Managed around 200 complete project lifecycles using Jira, streamlining processes and enhancing productivity.

• Directed EDI implementations across U.S., Canadian, and Latin American markets, resulting in zero reported discrepancies within the first quarter using outlook, windows office suite and direct calls with the stakeholders.

• Developed and configured EDI plans, executing live system updates with minimal downtime to maximize operational efficiency.

• Provided ongoing production support and troubleshooting for enterprise-level EDI integrations, fostering strong client relationships.

Implementation & Technical Support Specialist with hands-on experience in EDI integrations, system configuration, and enterprise deployments. Proven ability to manage full project lifecycles using Agile methodologies, support production systems, and deliver high-quality implementations. Strong background in client onboarding, troubleshooting, and solution configuration. Bilingual in English and Spanish.

• Provided comprehensive IT help desk support for internal and external users. Using ticketing and cases with Jira and Service Now.

• Managed and administered domain servers and Windows Active Directory infrastructure.

• Maintained hardware systems including computers, printers and network infrastructure.

• Maintenance of computers, printers, peripherals and Wi-Fi and wired communications networks

• Delivered bilingual technical support to clients in English and Spanish

• Collaborated with clients to identify specific requirements and develop tailored compliance solutions for financial institutions.

• Analyzed financial regulations to assess their impact on client reporting requirements, ensuring compliance and efficiency.

• Developed software solutions utilizing the controller View tool to adhere to regulatory and risk management standards.

• Engaged with clients directly to comprehend their data structures, adapting solutions to their unique business cases. SKILLS

EDUCATION

Pedagogical and Technological University

PostGraduateDegree GPA:GPA3.8

Santo Tomas University BachelorofArtsinSystems

Engineering GPA: GPA 3.8

EXPERIENCE

Spanish American Institute

Axiom SL

ConfigurationSpecialist

CALLZILLA

Intelligent Audit

January 2013 - February 2018

September 2021 - September 2022

Medellin, Colombia

October2020 - April2021

Bogota, Colombia

July2018 - October2020

Rochelle Park, NJ

May2021 - August2025

New York,, NY

September 2025 - Present

Help Desk Specialist

Student Services Associate

ImplementationSpecialist

• Certifications:

• Languages:

• Other:

Internal Auditor – ISO 9001:2015, ISO 14001:2015, ISO 45001:2018 English, Spanish

Customer Service, Tech Support, EDI, HTML,Microsoft Office, Jira, Service Now, Troubleshooting, Problem Solving

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