MS Office, HTML, SaaS, Citrix, VDI, IOS, Android
Carlos Vicente Figueroa Anguiano
Vicente
Guadalajara,Jal.
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Astute Customer Support with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
5
5
years of professional experience
1
1
Language
Work History
Customer Support Specialist
IBM
10.2020 - 03.2024
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Researched and identified solutions to technical problems.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Multitasked to handle diverse customer needs in high-volume,
- As a level 1 Technical Support Agent, helped customer with technical issues with VPN, Virtual Desktop (VDI), Citrix, SaaS Portal, Skope App, Tiny Terms, Active Directory, AMC Android and IOS devices, Defaulting or connecting printer to laptop, desktop and or store office network (scanning, printer issues), password issues (changing and syncing). Helped with Mac and MS laptop, MS Office App and Outlook.
Level 1 Technical Support Engineer
BQE Software
02.2020 - 06.2021
- Performed root cause analysis of reported issues to enact corrections.
- Collaborated with cross-functional teams to identify root causes of recurring problems and develop long-term solutions.
- Offered assistance in implementing and developing training programs.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Acted as a Level 1 Engineer while providing excellent customer service, solutions and technical support by clarifying and resolving any issues for Core, WS, WS Online, Bill Quick, QB
Loan Underwriter
HCL
06.2019 - 02.2020
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Negotiated loan terms and conditions with customers to secure best deal.
- Achievements/Tasks. Provided Detailed Document Review & Analysis: Calculated net income, reviewed credit reports, and conducted analyses on Debt-to-Income and Housing-to-Income ratios; evaluated the financial. Strength of borrowers to determine risk and repayment capacity. Robust credit and analytical skills and extensive knowledge of bank services. Good math and statistics skills]
Education
Associates Business Administration -
Allan Hanock
California 05.2001 -
Skills
Technical issues analysis
Building rapport
Problem-Solving
Hardware diagnostics
Help Desk Support
Decision-Making
Interpersonal Skills
Analytical Skills
Follow-up skills
Highly Professional
Employee Computer Support
Adaptability
Multitasking
TCP/IP
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Software
Timeline
Customer Support Specialist
IBM
10.2020 - 03.2024
Level 1 Technical Support Engineer
BQE Software
02.2020 - 06.2021
Loan Underwriter
HCL
06.2019 - 02.2020
Associates Business Administration -
Allan Hanock
05.2001 -