jose@it-lab:~$ cat resume.txt
Jose Ninahualpa
Bilingual IT Support | Systems | Networking | Technical Operations
Bilingual IT support and technical operations professional fluent in English and Spanish, with 30 years of hands-on IT experience. Currently in the same technical-support position with an Internet Service Provider for six continuous years. Experienced in connectivity troubleshooting, PC upgrades, information recovery, Windows and Linux environments, virtualized labs, technical customer support, and practical problem-solving for home-user and corporate environments.
Professional profile
Technical professional who combines long-term hands-on IT experience with customer-facing support and operational discipline. Brings a global, cost-aware approach to technology decisions: evaluates optimal solutions based on security, reliability, budget, maintainability, and business impact. Comfortable leveraging a worldwide network of technology contacts and resources to research, validate, and identify practical solutions.
Core skills
English & Spanish communication
Technical troubleshooting
TCP/IP & IPv4/IPv6
Windows 10/11 support
Linux / Ubuntu
PC upgrades & hardware support
Corporate & end-user environments
Information recovery
Data backup awareness
VMs & lab environments
Network diagnostics
Service desk / ticketing
Remote support
Customer incident resolution
Bash / Shell scripting
Technical documentation
Cost, security & budget analysis
Professional experience
Current Position | Internet Service Provider | Orlando, Florida
- Maintain the same technical-support position with the current ISP employer for six continuous years
- Deliver English and Spanish technical support for residential and business connectivity services
- Troubleshoot internet outages, Wi-Fi, modem and router behavior, account-related service issues, and escalations
- Use structured troubleshooting to isolate device, Wi-Fi, LAN, service, and infrastructure-related problems
- Support high-volume customer interactions while documenting findings, following workflows, and coordinating appropriate resolutions
- Explain technical issues clearly to customers with varying levels of technical knowledge and de-escalate complex service interactions
- Work with operational measures such as resolution, transfer prevention, truck-roll prevention, handle time, schedule adherence, and customer sentiment
Hands-on IT experience across end-user, small-business, and corporate environments
- Upgrade, configure, maintain, and troubleshoot desktop and laptop PCs for home users and corporate work environments
- Assess hardware compatibility, performance bottlenecks, operating-system stability, storage health, memory requirements, and upgrade paths
- Support information recovery efforts, data-access troubleshooting, backup awareness, and safe handling of user information
- Build and manage Windows and Linux virtual-machine environments for systems, networking, and troubleshooting practice
- Use command-line tools and shell scripting for administrative tasks, diagnostics, and repeatable workflows
Selected strengths
Support & operations
- High-volume technical support
- Customer communication in English and Spanish
- Root-cause-oriented troubleshooting
- Incident ownership and escalation judgment
- Clear technical explanations for nontechnical users
Systems & endpoint support
- Windows and Linux support fundamentals
- PC upgrades, repair, and hardware compatibility
- Desktop and laptop performance optimization
- Virtualization and VM lab setup
- Information recovery and data-handling awareness
Networks & connectivity
- TCP/IP, IPv4/IPv6, Wi-Fi, and LAN troubleshooting
- Modem, router, endpoint, and service isolation
- Residential and business connectivity support
- Network diagnostics and escalation documentation
- Outage and infrastructure-impact communication
Solution strategy
- Cost-conscious technology recommendations
- Security, budget, and reliability trade-off analysis
- Research-driven selection of practical solutions
- Global technology contacts and resource network
- Focus on sustainable, maintainable outcomes
Education & technical development
Information Technology / Networking Studies
Ongoing coursework and practical study in computer networking, systems administration, operating systems, endpoint support, information recovery, and IT infrastructure.
- Networking fundamentals, TCP/IP, subnetting, VLSM, ICMP, and packet analysis
- Linux administration, file permissions, users, services, and command-line tools
- Windows support, PC hardware, operating-system troubleshooting, and endpoint upgrades
- Virtual machines, system testing, and hands-on lab environments
- Security-aware troubleshooting, backup concepts, and responsible data handling
Target roles
IT Support Specialist · Desktop Support Technician · Technical Support Engineer · Network Support Technician · NOC Technician · Systems Operations Technician · Field Support Technician · Data Center Technician · IT Asset & Endpoint Support
Featured video portfolio
Hands-on Linux and VMware demonstrations from @JoseTest7.