Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Constelacion Diaz Rodriguez

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

2026
2026
years of professional experience
3
3
Certifications
2
2
Languages

Work History

Service Desk Analyst

Rich's
08.2024 - 03.2025
  • 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

Secretary of Goverment (Mexico City)
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)

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

Education

Associate of Science -

Help Desk Analyst Certification
Service Desk Institute
05.2001 -

BACHELOR OF SCIENCE - INFORMATICS

UNAM
08.2023 - 08.2024

ITIL Foundations V3 Certification
Mexico City, Mexico
05.2001 -

Skills

Certification

ITIL Foundations V3, 08/01/24

Languages

4,6

Timeline

Service Desk Analyst

Rich's
08.2024 - 03.2025

BACHELOR OF SCIENCE - INFORMATICS

UNAM
08.2023 - 08.2024

Technical Support

Secretary of Goverment (Mexico City)
01.2020 - Current

Associate of Science -

Help Desk Analyst Certification
05.2001 -

ITIL Foundations V3 Certification
05.2001 -

Service Desk

Compu.com

Technical Support

INEA

Technical Support

Litopolis

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