Antonio Sosa
Service Desk Analyst
Mexico D.F.
Summary
My experience learning, speaking and teaching three languages have helped me to achieve goals and helping my coworkers to do the same. Being part of the best team in Language evaluations at the MTC. Excellent interaction face to face and online allowed me to connect and guide people. I am ready to take the next step and use my acquired skills and experience into a new world.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
IT Service Desk Analyst
BASF
05.2024 - Current
- 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.
Teacher and on Field Mentor
Missionary Training Center
02.2021 - 02.2024
- Achieved and surpassed goals in missionary teacher evaluation and language evaluation.
- Trained new teachers into their teaching skills, learning outlines and guidelines.
- Led a group of teachers to reach the KPI´s.
- Adapted teaching methods and materials to meet students' varying needs.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Assisted missionaries on field with planning and goal settings activities, practiced lessons and reviewed curriculum.
Account opening operator
Ontega Contractors
11.2020 - 01.2021
- Reached goals for new accounts and calls per day.
- Established long term partnerships with people all around Brazil.
- Training completed about stock market and Forex.
Education
Bachelor´s - Biology
Universidad Nacional Autónoma De México
08.2018 - Current
Skills
Time management
Goal setting
Resilience
Leadership
Problem solving
Remote support
System monitoring
Ticketing system proficiency
undefinedWebsites
Timeline
IT Service Desk Analyst
BASF
05.2024 - Current
Teacher and on Field Mentor
Missionary Training Center
02.2021 - 02.2024
Account opening operator
Ontega Contractors
11.2020 - 01.2021
Bachelor´s - Biology
Universidad Nacional Autónoma De México
08.2018 - Current
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