CRISTIAN LOPEZ
Tlajomulco
Summary
Customer-focused Tech Support Specialist with over 6 years of experience in troubleshooting hardware and software issues, delivering exceptional service, and implementing efficient technical solutions. Expertise in diagnosing complex problems and guiding users through step-by-step resolutions, significantly enhancing customer satisfaction through effective communication and technical proficiency. Known for managing multiple tasks simultaneously while thriving under pressure, with a strong commitment to continuous learning and staying abreast of the latest technologies. Recognized for a proactive approach to problem-solving, fostering teamwork, and driving productivity to ensure a seamless user experience.
Overview
7
7
years of professional experience
Work History
Senior Technical Support Specialist
ATT
12.2022 - 10.2025
- Provide high level of customer support to resolve customers questions and issues regarding internet, VoIP and Tv services. Troubleshoot with the guidance of knowledge bases, CRM and a variety of internal technologies. Escalate to proper departments as needed. Provide as much assistance as possible to avoid callbacks, including but not limited to billing, mobile, general questions from ATT products.
- Resolved technical issues for end-users, enhancing productivity and minimizing downtime.
- Analyzed support trends to identify recurring issues, proposing solutions for improvement.
- Mentored junior specialists, fostering a collaborative environment and knowledge sharing.
- Strengthened first-call resolution rates by conducting thorough analyses of common issues to create more effective troubleshooting guides for the team.
Senior Service Desk Analyst
HCL
12.2021 - 12.2022
- Hardware, Software, Network, M365 products, VPN, devices and peripherals problem, diagnosis and resolution. Have constant communication with customer through Service Now and Teams for prompted resolution. Escalate tickets as needed based on knowledge bases. ITIL documentation. Add and remove users through Active Directory including adding and removing licenses and
- Diagnosed and troubleshot network connectivity problems, enhancing user experience and system reliability.
- Provided technical support for hardware and software issues, ensuring timely resolution of user inquiries.
Email and security expert
Rackspace
09.2021 - 12.2021
- Assist customers with email related questions and/or troubleshoot accordingly to resolve issues within Rackspace Saas platform. Educate customers on security and management. Troubleshooting required DNS, email protocols, M365 knowledge and use of Rackspace database.
- Monitored premises and ensured safety protocols adherence across all areas.
- Conducted regular patrols to identify and mitigate security risks effectively.
- Collaborated with IT teams to enhance surveillance systems for improved monitoring capabilities.
Service desk specialist
TCS
08.2018 - 09.2021
- My daily activities consisted of receiving reports from hotel guests and management while documenting network issues through Oracle ticketing system. Guide client and resolve issues related to network connectivity with personal devices. Escalate tickets to other levels of support accordingly or to on-site techs for resolutions.
- Streamlined service desk processes for quicker issue resolution and increased client satisfaction.
- Consistently met or exceeded SLA targets through diligent issue tracking and follow-up activities.
- Conducted periodic audits of service desk operations to ensure compliance with internal policies as well as industry standards such as ITIL best practices.
Skills
- Expert problem solving
- Desktop support
- Technical issues analysis
- Application support
- Incident management
- Remote support
- Customer service
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Senior Technical Support Specialist
ATT
12.2022 - 10.2025
Senior Service Desk Analyst
HCL
12.2021 - 12.2022
Email and security expert
Rackspace
09.2021 - 12.2021
Service desk specialist
TCS
08.2018 - 09.2021