Angelica Mendoza Hernandez

I am a highly experienced IT Support and Customer Service professional with over 15 years of experience supporting global clients across industries such as telecommunications, financial services, oil and gas, and shared services. I specialize in application support, incident management, and remote troubleshooting, ensuring users receive timely, efficient, and high-quality solutions.

Throughout my career, I have worked extensively with tools such as ServiceNow and Salesforce to manage tickets, track incidents, and maintain service excellence. I also have experience supporting virtual environments like Citrix, as well as handling user administration through Active Directory and Microsoft 365.

I have strong experience providing customer support عبر phone, email, and chat, ensuring clear communication and professionalism in every interaction. As a Level 2 Application Support Specialist, I handled complex technical issues, performed root cause analysis, and managed escalations while meeting SLA requirements. I am comfortable working with global teams and supporting users across different regions and time zones.

In addition to my technical and customer support expertise, I also take on administrative and team support responsibilities. I have conducted quality assurance (QA) reviews to ensure service standards are consistently met, provided coaching and guidance to team members, and supported onboarding and training activities. These experiences have strengthened my leadership, attention to detail, and ability to maintain high team performance.

I am highly organized, adaptable, and committed to continuous improvement. I take pride in delivering reliable support, documenting solutions, and contributing to knowledge base development to improve overall efficiency.

Currently, I am pursuing a Master’s degree in Marketing and Communication, which further enhances my ability to communicate effectively, understand client needs, and deliver user-focused solutions.

I am now seeking remote opportunities where I can apply my technical expertise, customer service experience, and administrative skills to support businesses and deliver excellent results.