Carlos Alberto Cortez Rico
Monterrey, Nuevo León
Summary
Dependable IT support tech with many years of helpdesk experience. Well versed in assisting users with diverse computer systems, mobile device and peripheral equipment problems. Multilingual customer service professional with advanced english and spanish abilities. Highly organized and detail collaborators with solid record of accomplishment in meeting and exceeding business targets. Organized and systematic with a natural relationship building and leadership talents.
Overview
12
12
years of professional experience
Work History
Helpdesk Support Engineer
ATOS IT Solutions And Services
01.2019 - Current
- Streamlined helpdesk processes by creating detailed documentation and updating knowledge base articles.
- Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
- Boosted end-user productivity through effective remote assistance using various tools such as Teams, Remote Desktop, and VPN connections.
- Elevated end-user proficiency with company software through creation of easy-to-follow guides and tutorials.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Customer Service Call Center Supervisor
Teleperformance
05.2012 - 12.2018
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Implemented quality assurance measures, leading to an increase in first-call resolution rates and overall customer satisfaction scores.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Led efforts to improve overall departmental culture through employee engagement initiatives such as team-building events, rewards programs, and peer-to-peer recognition systems.
Education
Associate of Applied Science - Business Administration And Management
Lee College
Baytown, Texas08.2002
Skills
- Hardware and Software Repair
- Hardware and software installation
- Incoming Call Management
- Decision-Making
- Remote Technical Support
- Friendly and Patient
- Troubleshooting Network Issues
- Quality Assurance
Hobby
Love sitting around watching ESPN. Also, a aquarium landscape designer as a hobby
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Helpdesk Support Engineer
ATOS IT Solutions And Services
01.2019 - Current
Customer Service Call Center Supervisor
Teleperformance
05.2012 - 12.2018
Associate of Applied Science - Business Administration And Management
Lee College
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