Alan Nazareth Rodriguez Magaña

Technical Support Specialist - JCPenney

• Role: Provided technical support for a variety of equipment, including printers, registers, scanners, mobile scanners, cellphones, security, and speaker systems amongst others.
• Support channels: Delivered assistance via phone, email, and remote sessions to ensure prompt resolution of technical issues.
• Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
• Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
• Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
• Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.

Project Coordinator - McDonald’s AOT Hardware Installation

• Role: Scheduled and confirmed hardware installations for Automatic Order Taking (AOT) systems across designated National Store Numbers (NSNs) nationwide.
• Process Management: Utilized email communication, Client Service Portable (CSP) systems, Excel tracking, and client calls to coordinate and monitor installation progress.
• Team coordination: Managed a team of 4-6 field engineers over a timeline of 4-6 weeks to ensure successful hardware deployment.
• Site assesment : Conducted site preparation assessments, overseeing electrical, network, and hardware readiness for each installation.
• Managed stakeholder expectations through regular presentations, status reports, and issue resolution discussions during the course of projects.
• Developed comprehensive project plans with clearly defined goals, timelines, and resource requirements.
• Designed technical upgrade paths, incorporating requested functionality and performance enhancements.
• Enhanced project efficiency by implementing PMO processes and best practices.

Hardware Escalation Specialist

• Managed hardware escalation resolutions for clients in the U.S. Mexico and Canada, ensuring timely and effective solutions.
• Collaborated with cross- functional teams, including Entitlement, Dispatch, Call Reception, Monitoring Organizations, vendors, and IBM internal agents, to enhance client satisfaction.
• Maintained open communication with team leaders and managers to address issues and streamline support processes.
• Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
• Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
• Trained employees in essential job functions.
• Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
• Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.

Technical Support Specialist - Dr. Pepper

• Level 1 Support: Assisted with password resets, application troubleshooting, conference call setups, and responded to emails and chat inquiries.
• Offboarding Task Management: Promoted to lead the offboarding process, responsible for erasing ex-employee information from systems, including:Removing access permissions and sending tasks/tickets to relevant departments.
  Utilizing PowerShell to securely delete personal information from the database.
• Level 2 Support: Advanced to Level 2, specializing in Remote Desktop Services (RDS).
• Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
• Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
• Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
• Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.

Bilingual Technical Service Representative USAA

• Provided comprehensive technical support to Member Service Representatives (MSRs) across the United States, addressing a wide range of troubleshooting issues.
• Utilized remote desktop connection to assist with various challenges, including password resets, printer malfunctions, computer issues, and policy inquiries.
• Supported both in-office and remote employees, ensuring effective communication and prompt resolution of technical problems.
• Maintained a focus on customer satisfaction by delivering timely and efficient solutions to users' concerns.
• Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
• Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
• Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
• Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.

Bilingual Customer Service Technical Representative T-Mobile

• Provided general technical support to customers, specializing in resolving mobile-related technical issues.
• Effectively filtered non-technical inquiries and directed them to appropriate departments for resolution.
• Ensured a high level of customer satisfaction by delivering prompt and accurate assistance.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.

Bilingual Customer Service Representative Comcast

• Assisted customers with cable, internet, and telephone services, effectively resolving billing issues.
• Promoted and sold new service packages to enhance customer satisfaction and meet sales targets.
• Recognized as a TOP Q4 Agent for delivering the highest quality service in customer calls.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.