Alexander Marquez
IT Analyst
Guadalajara
Summary
Desktop senior administrator graduated from a bachelor's degree in computer science engineering with more than 5 years of experience
providing IT L1, L2, L3 support with the ability to monitor and manage reports and IT analyst who exhibits a professional demeanor and excellent communication and interpersonal skills.
Overview
6
6
years of professional experience
2
2
Languages
Work History
IT Analyst & Queue Management
Wipro
06.2021 - 01.2024
- Analytical customer service IT Analyst who believes that good customer service can be achieved by analyzing performance numbers
- Adept at training new customer service representatives, delivering accurate reports and developing effective training courses
- Most of my daily tasks as a IT is to make/receive calls between our customers and our agents in order to fix daily technical issues following established best practices by the company and discouraging bad ones to achieve a best customer service what translates into a high CSAT rating for our team, providing customer feedback and internal compliance feedback to management.
- As a queue management me and some other members of our team are the responsible to redirect the incoming tickets that arrives to our team queue to each agent verifying the correct distribution of workflow per agent making sure that all of our agents have the corresponding tickets of their shift accordingly
- Generation of reports based on the status of tickets and active, pending, duplicate tasks, etc. reminding our agents about the progress of their personal queue.
Desktop Admin. L1.l2.l3 (RDS)
Wipro
06.2021 - 06.2022
- As an experienced desktop administrator, with more than 5 years of experience of an L2/L3 Spanish/English agent, I receive and make calls daily from Olympus/Wipro users from around the world, most of them based in Canada, United States, Singapore, Australia, India, most of them in English and some others in Spanish
- In my daily tasks I have to respond to emails, attend online meetings to evaluate scorecards of our agents and make daily reports of the calls, tickets and emails received
- As well as being part of the backlog team, I also work as an SD (Service Desk) agent and RDS (support L2 and L3) agent
- Most tasks of my daily duties are unlocking user's accounts, reset passwords through active directory, repair programs that are not launching by remote desktop to user's laptops with a program named logmein123, install printers, providing admin access to install programs, make sure that Outlook is working properly in for every user using office 365 version, make sure that that the Olympus VPN it's working for users, answer emails from users with problems and inquiries, have user's devices as pc and cellphones in compliance with Olympus policies, have meetings to analyze metrics of each month related to the calls and tickets offered and resolved, transfer tickets to different areas to make the correct area resolve the related problem and gather info to generate daily reports and knowledge articles to guide agents in howe to troubleshoot a problem.
IT services
By my own
06.2019 - 01.2020
- I have worked remotely through the quarantine as support on my own as an IT service provider with the support of more than 5 different companies to which I provided service from network configuration, backup, purchase and assembly of office computers from scratch, installation of office programs, as well as wiring and maintenance of hardware and software
- I have worked as engineer level 1 and 2 support for different companies
- My job is making sure of the correct working of every computer in every company, including formatting, backups, specific software installation, active directory managing in windows, domain hosting, buying new components and setting them up, resolving software problems, infrastructure installations like video cameras or new lines of Ethernet cables and network configuration
- Sometimes I work remotely through any desk or team viewer software and sometimes I need to go to the offices and solve the problem physically.
IT intern
Prisa
01.2019 - 06.2019
- IT assistant
- In my daily tasks i had to review problems with computer equipment, printers, IP phones, answering calls from users with problems
- Maintenance of equipment, backups, change of parts etc.
Shift Manager
Oxxo
03.2018 - 01.2019
- Shift manager at Old Central Oxxo
- Experience in being in charge of personnel and the responsibilities that this entails.
Education
Bachelor's degree - computer science engineering
Universidad de Guadalajara
Skills
Java / C / C
Database design
Windows and Linux
VDI management
Network maintenance
Windows/Linux server
PHP
Expert in office suite
Outlook management
Social media management
Computer expert
Active directory
SCCM
Reporting
Backlog
Scorecard management
ServiceNow management
Title
Desktop senior administrator
Personal Information
Date of Birth: 07/04/1996
References
- Gerardo Alcantar, 3325535311
- José Ángel Campos, 3325491441
- Adrián Hernández, 3310928607
Timeline
IT Analyst & Queue Management
Wipro
06.2021 - 01.2024
Desktop Admin. L1.l2.l3 (RDS)
Wipro
06.2021 - 06.2022
IT services
By my own
06.2019 - 01.2020
IT intern
Prisa
01.2019 - 06.2019
Shift Manager
Oxxo
03.2018 - 01.2019
Bachelor's degree - computer science engineering
Universidad de Guadalajara