Xochitl Torres

Tools: SolarWinds · Freshdesk · Jira · FTP/SFTP · network/application logs · ERP integrations

• Troubleshoot SaaS workflows, user permissions, payment processes and accounting/ERP integration issues through Freshdesk and chat.
• Use SolarWinds plus network and application logs to collect evidence, narrow possible causes and prepare useful escalations for Engineering.
• Troubleshoot FTP/SFTP connectivity, authentication and file-delivery failures.
• Join customer-facing calls with Engineering for more complex cases and help communicate technical findings and next steps.
• Meet monthly with the Data and Reports team to discuss recurring ticket patterns, visibility gaps and areas where day-to-day support processes could improve.
• Help train new hires and maintain organized recordings, walkthroughs and reusable support documentation for future onboarding.

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

• Troubleshot VoIP, network, desktop/mobile application and account issues while documenting cases and findings in Salesforce.
• 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.
• 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 · ticketing/internal systems · Windows workstations · operational reporting

• Provided first-line troubleshooting for agents experiencing common hardware, software, account or workstation issues.
• 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 and KPI tracking.
• Created SOPs, training materials and repeatable workflows while supporting day-to-day team operations.