César Pahorán Carrasco Miranda
Puebla
Summary
Knowledgeable and dedicated customer service professional with extensive experience IT industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and colleagues. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
Exactly IT
03.2022 - 07.2023
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
- Provide training for new hires on the time to get them prepared to provide support to our customers
Service Desk Analyst
The functionary
09.2021 - 01.2022
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Customer Service Representative
Alorica
10.2019 - 07.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Teleperformance
10.2018 - 12.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
Education
High School Diploma -
Centro Universitario Interamericano
PueblaHigh School Diploma -
Colegio De Bachilleres Del Estado De Puebla U-14
Puebla01.2013
Skills
- C2 proactive (Learned by living 6 months with native English speakers)
- Computing skills
- Microsoft Visual Studio: C, C# (User knowledge)
- Account management (AD manager, On Prem Active Directory, SAP, Oracle, Azure, Google Admin)
- Active directory management (Account creation, security groups, folder permission, modification)
- Security permissions via Azure
- Experience with ITSM (JIRA, Odoo)
- Experience as admin on Zoom, Slack and O365
- Strong email security knowledge
- Licenses management (Microsoft, Autodesk, Tableau, Adobe)
- Strong technical knowledge in the following areas:
- Windows Operating Systems
- Microsoft Office suit
- Sharepoint permissions and configuration
- Equipment (Remote support on: Printers, scanners, cameras)
- VPN issues (Forticlient, Aryaka)
- Strong experience with multiple ERP systems (MIS, Eniteo, Steel Plus, SAP GUI)
- Experience with backups
Timeline
Service Desk Analyst
Exactly IT
03.2022 - 07.2023
Service Desk Analyst
The functionary
09.2021 - 01.2022
Customer Service Representative
Alorica
10.2019 - 07.2021
Customer Service Representative
Teleperformance
10.2018 - 12.2018
High School Diploma -
Centro Universitario Interamericano
High School Diploma -
Colegio De Bachilleres Del Estado De Puebla U-14
Similar Profiles
Alejandro Esquivel FuenteAlejandro Esquivel Fuente
SERVICE DESK AGENT at EXACTLY ITSERVICE DESK AGENT at EXACTLY IT
José Armando Montiel OjedaJosé Armando Montiel Ojeda
Service Desk Agent at Exactly ITService Desk Agent at Exactly IT
Juan Bosco Mastretta LarracillaJuan Bosco Mastretta Larracilla
Practicante En El Área De Combustión at San Juan Fábrica de VidrioPracticante En El Área De Combustión at San Juan Fábrica de Vidrio