Xochitl Torres

Tools: MDM Software · SolarWinds · Freshdesk · Jira · Zoom · FTP · network logs/Observability

• Manage and troubleshoot devices through MDM Software, including configuration profiles, software deployment and enrollment for end users.
• Troubleshoot SaaS workflows, user permissions, payment processes and accounting/ERP integration issues through Freshdesk and chat, and audit SaaS access as part of routine account reviews.
• Use SolarWinds plus network and application logs to collect evidence, narrow possible causes and prepare useful escalations for Engineering.
• Support Zoom meetings and internal A/V setups, troubleshooting connectivity and configuration issues.
• Troubleshoot FTP/SFTP connectivity, authentication and file-delivery failures. Identify broad incidents.
• Join customer-facing calls with Engineering for more complex cases and help communicate technical findings and next steps.
• Meet monthly with the Data, Reports and Engineering team to discuss recurring ticket patterns, visibility gaps and areas where day-to-day support processes could improve.
• Lead new-hire IT onboarding and platform orientation, and maintain organized recordings, walkthroughs and reusable support documentation.

Tools: Salesforce · Jira · Okta · Zoom · VoIP · network logs · firewall troubleshooting · hardware provisioning and customization · IVR / call-center configuration

• Troubleshot VoIP, network, desktop/mobile application and account issues while documenting cases and findings in Salesforce.
• Supported Okta single sign-on issues, including access, authentication and login troubleshooting for end users.
• Collected network logs and troubleshooting evidence before escalating complex issues to Engineering through Jira.
• Configured call centers, customized phone menus / IVRs and call flows, including features I learned independently outside formal training.
• Provisioned and troubleshot IP phones, conference-room devices and PA-related communication hardware and e-fax.
• Guided customers through firewall and network settings when rules or local configuration prevented communication with Nextiva services.
• Worked under strict CPNI customer-privacy and identity-verification procedures in an FCC-regulated telecommunications environment.

Tools: JumpCloud · ServiceNow · Zoom · Windows workstations · operational reporting

• Provided first-line troubleshooting for agents experiencing common hardware, software, account or workstation issues.
• Logged, categorized and tracked support requests in ServiceNow, following up through resolution or escalation.
• Identified issues that could be solved locally and escalated requests requiring additional access, hardware or IT intervention.
• Used JumpCloud and operational systems for visibility into user/device activity and to support productivity, meet SLA's and KPI tracking.
• Created SOPs, KPI, training materials and repeatable workflows while supporting day-to-day team operations.