My name is Destiny Espada, and I’m an experienced IT support professional with over six years in technical help desk roles and more than a decade in customer service. I’ve provided support in high-volume environments like healthcare, banking, and tech—resolving issues through phone, email, and live chat.
I’m especially interested in remote roles where I can use my strengths in troubleshooting, multitasking, and delivering friendly, efficient live chat support. I’m experienced with tools like ServiceNow, Zendesk, Jira, Remote Desktop, and Active Directory, and I hold a Security+ certification, giving me a strong foundation in both IT support and cybersecurity awareness.
Known for clear communication, patience, and adaptability, I take pride in turning technical challenges into positive customer experiences and being someone users can count on—whether I’m resolving a simple issue or guiding someone through a more complex fix.
Experience
Tegria
Mar 2024 – Present
Remote
Help desk
•Delivered Tier 1 and Tier 2 technical support for hospital staff, addressing software malfunctions and hardware failures.
• Resolved issues related to EHR systems, network connectivity, printers, and end-user workstations.
• Managed service tickets in ServiceNow, ensuring timely resolution and follow-ups.
• Collaborated with remote teams to support critical hospital IT infrastructure during downtime events.
