KENNETH VALENCIANO
Service Desk Analyst
Zapopan,JAL
Summary
Intelligent and attentive professional with an eye for detail and creative mindset fluid and open to learning processes as well as a deep hunger for knowledge and everlasting improvement
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Service Desk Analyst
HCL
08.2022 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
Service Desk Analyst
NTT DATA
10.2018 - 06.2022
- Customer's first line of contact for global accounts under English and Spanish line of contacts, calls, chats, emails and follow ups, all while applying KB based procedures, references and detailed commenting and notes for each case
- User education, support and attention.
Education
Human Development -
UNAG
01.2015 - 05.2018
Electric Engineering - undefined
ITZS
01.2018 - 05.2019
Skills
Critical thinking and problem solving
Problem Solving
Ability to Multitask
Adaptability
Creativity
Leadership
Fast Learner
Ability to Work in a TeamAbility to Work Under Pressure
Customer Service
Communication Skills
Languages
English
Spanish
References
References available upon request
Timeline
Service Desk Analyst
HCL
08.2022 - Current
Service Desk Analyst
NTT DATA
10.2018 - 06.2022
Electric Engineering - undefined
ITZS
01.2018 - 05.2019
Human Development -
UNAG
01.2015 - 05.2018
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