Constelacion Diaz Rodriguez
Help Desk
mexico
Summary
Experienced service desk professional with strong technical skills and a proven track record of providing exceptional customer support. Detail-oriented service desk technician with excellent problem-solving abilities and a dedication to delivering high-quality IT services. Highly skilled service desk analyst with a strong background in troubleshooting hardware and software issues to ensure maximum customer satisfaction.
Overview
2025
2025
years of professional experience
1
1
year of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Service Manager
Scandata Solutions
08.2024 - Current
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Account creation from Azure and Active Directory, role assignment.
- Creating distribution lists, as well as adding users.
- Mapping network drives
- Create a mailbox and add users
- Separating users
- Citrix configuration and related issues.
- SAP landscaping configuration and related problems
- Google Workspace configuration.
- Monthly reports generated from the service now, see the continuous improvement of incidents, requests, and tasks.
Technical Support
Litopolis
- Working as external staff and developing the following skills:
- Active Directory - creation of users and permissions
- Hardware Software Troubleshooting
- Warranty Processing
- Equipment Cloning
- Loading of Operating System Images
- Purchase and Quotation of Equipment according to needs
- Validation of IT area procedures
- Remote desktop configurations
- Telephone Support
- Provided IT support for hardware, software, and network troubleshooting
- Assisted with user training and onboarding for new technology implementations
Service Desk
Compu.com
- Responsible for the attention and monitoring of requirements by telephone with online and remote support to users to solve reports and queries on time
- I worked at the help desk giving support remotely and support on-site
- Systems configuration
- Diagnosing network and telephony problems
- Diagnosing problems in LAN and WAN networks
- Domain of Office and operating systems
- General configuration in Internet environment configuration, connection
- Diagnosing and configuring mail in Microsoft Exchange
- Validation of closings with users and follow-up of report life cycles
- Active directory management
- Raising tickets
- Remote Support Experience
Technical Support
INEA
- I was a teacher and taught courses on Mac OS X platform of Microsoft Office suite, networking for teenagers
- I also assisted them with homework or exams, or any questions they had
- In charge of the computing area, support to the computing area, installation of programs, preventive and corrective maintenance
Technical Support
01.2020 - Current
- Experience in Itune Microsoft onboarding configuration
- Client distribution architectures (MECM) (Bitlocker configuration to equipment, configuration and administration of software to users)
- Responsible for the attention and monitoring of requirements by telephone/chat with online and remote support (log me in) to users
- Follow up on reports that are staggered to a second-level service now
- Active directory administration including GPO, Intune, and unlocking users
- VDI - VMware
- Administration & Troubleshooting (blackout and console does not start)
- Network and telephony problems Diagnosing problems in LAN and WAN networks
- VPN configuration, troubleshooting, and problem detection and resolution
- Avaya One Agent, server configuration, troubleshooting, and problem resolution
- Microsoft Office Suite 2016/365
- Experience with supporting people remotely via remote desktop solutions (LogMe In Rescue, Team Viewer)
- Outlook configuration and administration
- Mailbox and distribution list creation
- Working to best practice methodologies such as ITIL (Tracking the ticket life time so as not to exceed SLA time)
Education
BACHELOR OF SCIENCE - INFORMATICS
UNAM
08.2023 - 08.2024
Skills
Technical Skills
Certification
ITIL Foundations V3, 08/01/24
Timeline
Service Manager
Scandata Solutions
08.2024 - Current
BACHELOR OF SCIENCE - INFORMATICS
UNAM
08.2023 - 08.2024
Technical Support
01.2020 - Current
Service Desk
Compu.com
Technical Support
INEA
Technical Support
Litopolis
Similar Profiles
KIRUBAKARAN NKIRUBAKARAN N
Deputy Sales Manager at Blue Mach Solutions (Godrej Storage Solutions)Deputy Sales Manager at Blue Mach Solutions (Godrej Storage Solutions)
CRYSTAL HOLLOWAYCRYSTAL HOLLOWAY
New York Life at Customer Solutions III, Life SolutionsNew York Life at Customer Solutions III, Life Solutions
Jarrod HullJarrod Hull
Tyre Shop Manager at Tyre and Wheel Solutions (Automotive Solutions)Tyre Shop Manager at Tyre and Wheel Solutions (Automotive Solutions)