Francisco Sosa
Montevideo
Summary
Professional with strong background in IT support, equipped to handle complex technical issues and provide effective solutions. Skilled in troubleshooting, system administration, and user support. Known for fostering collaboration within teams and adapting to evolving situations. Reliable and focused on delivering impactful results, excelling in communication, problem-solving, and customer service.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Multilingual IT Help Desk Analyst (EN/FR/ES)
Tata Consultancy Services
05.2021 - Current
- Multilingual IT Help Desk Analyst (EN/FR/ES) delivering remote 1st/2nd line support, incident management, and customer-focused resolutions. Project delivering support to SANOFI and TOTAL ENERGIES.
- IT support and app guidance by phone, chat and email.
- Training/shadowing with new agents for onboarding.
- Incident management with tools like Service Now.
- Experience with Microsoft Office and Windows OS (10 and 11) support.
- IT admin assistance and account management with tools like Active Directory, Azure, Intune, and similar platforms.
- Experience with VDI tech like Citrix and Workspace.
- Networking basics VPN, Wi-Fi and printers.
- Remote support with tools like TeamViewer and ISL.
IT Proximity Agent
Tata Consultancy Services
08.2022 - 08.2023
- IT support on-site, working on multiple countries (Chile, Colombia, Dominican Republic, Mozambique, Martinique, Mayotte, Ethiopia, Morocco, Brazil, Guinea and Mali) performing configuration of user devices (Tenant to tenant migration project)
- As project senior agent had to lead several missions.
- Ensuring all apps and accounts are done with the correct Domain in Azure AD.
- Follow up with users making sure they have access to any relevant apps and files.
- Reporting with core team regarding % of users migrated.
- Logging incidents and any relevant situation.
- Troubleshooting any drawbacks and unexpected situations with user devices.
- Assisted in training new agents in the team.
- Identifying common issues and document them with the proper troubleshooting for their resolution.
- General support to users post-migration.
- Weekly Reports regarding status of incidents per country
- Follow up with open incidents.
- Project management tasks in coordination with other teams from France and India.
Education
High School diploma -
Lycée Francais
12.2008
College degree - Economic and Social Development
National University of Social Sciences (UDELAR)
10.2019
Skills
- Help Desk
- IT Support
- Customer Service
- Software installation
- Application support
- Incident management
- Remote support
- Account management
- Multilingual communication
- Multitasking
- Technical troubleshooting
Certification
- Certified Data Management with STATA, BIOS Institute, Uruguay - April - August 2019
Languages
Spanish - Native speaker
French - Very good command
English - Good working knowledge
Timeline
IT Proximity Agent
Tata Consultancy Services
08.2022 - 08.2023
Multilingual IT Help Desk Analyst (EN/FR/ES)
Tata Consultancy Services
05.2021 - Current
College degree - Economic and Social Development
National University of Social Sciences (UDELAR)
High School diploma -
Lycée Francais
Courses
Data management with STATA at BIOS 03/2019–09/2019
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Internships
- Research assistant (Level 1) at National University of Social Sciences (UDELAR), Montevideo 10/2019–01/2020
- Academic research tasks
- Research Assistant (Level 2) – Part-time (20 hrs/week) at National University of Social Sciences (UDELAR), Montevideo 07/2020–10/2020
- Academic research focused on state level planning in Uruguay and future prospecting. Work included writing a report with recommendations.