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American Citizen and Special Consular Services Assistant
IT operations professional at the U.S. Department of State who automated visa workflows, saving 40 staff hours weekly.
MexicoAmerican Citizen and Special Consular Services Assistant at U.S. Department of State / Consular Agency
U.S. Department of State / Consular Agency
Serve as primary IT point of contact for the Consular Agency, coordinating software installations and issue resolution. Provide special consular services to U.S. citizens, manage fee collection, and coordinate high-priority cases.
IT Service ManagementACSCCDCACMSACRSLIMSCustomer ServiceFraud DetectionFinancial ReconciliationsProcess ImprovementAI ToolsMicrosoft Copilot
U.S. Department of State / American Embassy
Led enterprise software replacement and process improvement initiatives, reducing visa processing time by 20% and increasing capacity by 25%. Supervised five employees and managed IT operations for over 100 users.
IT Service ManagementACSNIVCCDAutoHotKeyWorkflow AutomationHTMLSAP AribaLIMSTATELActive DirectoryProject CoordinationVendor ManagementBudget SupportInventory ManagementEmergency Response
Delivered on-site and remote IT support across workstations, servers, and applications. Diagnosed and resolved technical incidents, managed server environments, and maintained technical documentation.
IT SupportIncident ManagementRoot Cause AnalysisServer AdministrationTechnical Documentation
Managed Technical Support Department operations, configuring and deploying an IT ticketing system. Established IT asset inventory procedures and developed administrative processes and management reports.
IT Support ManagementTicketing System ImplementationIT Asset ManagementProcess ImprovementReporting
Led a Help Desk team of six, maintaining 99.1% SLA compliance. Managed over 1,000 Active Directory accounts, developed business continuity plans, and introduced performance recognition programs.
ServiceNowActive DirectoryGroup PolicySLA ManagementTeam LeadershipIT Asset ManagementBusiness ContinuityDisaster RecoveryRecruitmentPerformance Management
Provided enterprise IT support across 700+ workstations, maintaining 99.5% SLA performance. Executed large-scale installations and supported overnight software updates with remote teams.
IT SupportIncident ManagementSLA ManagementHardware installationSoftware DeploymentInventory ManagementRemote Coordination
Completed CISSP preparation and information systems security training.
Completed Certified Business Analysis Professional (CBAP) training and received a Certificate of Completion.
Completed CISA preparation and information systems auditing training.
Bachelor's degree in Informatics Engineering and Business Administration & Management with a final average of 8.35/10. Successfully passed the centralized professional examination on the first attempt.
Profile sourced from Himalayas.