David Morales
Mexico, City
Summary
Professional Help Desk Analyst with proficiency in providing excellent and efficient technical support by prioritizing most important tasks. Experienced technical support and network administrator with an eagerness to continually develop relevant skills.
Overview
27
27
years of professional experience
Work History
Help Desk Analyst
NTT DATA
Mexico, City
01.2023 - 01.2024
- Provided technical support to customers over the phone and email.
- Reported and tracked service requests using ticketing system.
- Researched, diagnosed, troubleshot, and identified solutions for customer issues.
- Assisted customers with basic software and hardware setup and configuration.
- Installed software applications on user systems according to company policies.
- Performed remote diagnostics on user systems to resolve problems quickly.
- Responded promptly to customer inquiries regarding computer hardware and software problems.
- Conducted follow-up calls to ensure resolution of customer complaints or issues.
- Trained users on new technologies when necessary.
- Managed escalations from internal teams regarding customer incidents.
- Worked closely with other IT teams for successful completion of projects.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Managed user profiles, security access and shared file structures.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Worked to resolve technical issues for global users using chatbot and Logmein remote diagnostic tools.
Help Desk Support Specialist
TECHMAHINDRA
Mexico, City
09.2021 - 12.2022
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
- Assisted in the installation of new hardware, software, and operating systems.
- Responded to customer inquiries via phone, email, or chat support.
- Diagnosed system errors using event viewer logs and other diagnostic tools.
- Tested computer equipment to ensure proper functioning according to specifications.
- Configured network settings including IP addresses and DNS servers on a variety of devices such as routers, switches, firewalls.
- Installed anti-virus programs on users' computers and configured them accordingly.
- Conducted training sessions for end-users on various applications and softwares.
- Opened service tickets for clients, documenting user information and description of problem.
- Assisted customers with instructional support and product troubleshooting.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Entered commands and observed system functioning to verify correct operations and detect errors.
Help Desk Assistant
TELEPERFORMANCE
Mexico, City
07.2020 - 08.2021
- Provided remote troubleshooting services and resolved technical issues.
- Assisted with installation of hardware, software, and peripherals such as printers and scanners.
- Performed preventive maintenance activities on computer systems including antivirus updates and disk clean-up activities.
- Assisted end-users with basic IT training such as how to use specific applications or features within the operating system environment.
CSR Tier 2
WESTERN UNION
Mexico, City
02.2020 - 06.2020
- Provided customer service support to customers over the phone and by email.
- Processed orders, forms, applications, and requests.
- Assisted in the development of customer service procedures and policies.
- Documented all conversations with customers in CRM software according to company standards.
- Ensured compliance with applicable laws and regulations for provision of services.
- Mentored new employees on procedures and policies to maximize team performance.
Businees Solutions Center Executive
AT&T
Mexico, City
09.2019 - 12.2019
- Developed and maintained customer relations by providing prompt, courteous service.
- Provided support to the sales team on a daily basis.
- Responded promptly to customer inquiries and complaints.
- Maintained accurate records of customer interactions and transactions.
- Analyzed sales data to determine areas of improvement or growth opportunities.
- Determined consumer needs to provide products and services appealing to larger market.
Computer Repair Technician/Owner
Amadeus Tech
Denver, Colorado
05.2015 - 08.2019
- Troubleshooted and repaired hardware components, such as motherboards, hard drives, RAM, CPUs, and video cards.
- Installed operating systems and applications software on customer computers.
- Performed virus scans and malware removal on customer computers.
- Resolved printer issues by troubleshooting drivers or replacing faulty parts.
- Completed data recovery from failed hard drives using specialized tools and techniques.
- Upgraded existing systems with more powerful components when necessary.
- Repaired laptops by replacing broken screens or other malfunctioning parts.
- Trained end-users on basic computer use and proper maintenance procedures.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
Chef/Restaurant Manager
P.F. Changs
Denver, Colorado
01.1997 - 05.2015
- Planned menus, ordered supplies and managed kitchen staff.
- Ensured compliance with all health, safety and hygiene regulations within the kitchen area.
- Trained new chefs on proper cooking techniques and menu items.
- Reviewed operational records to determine amount of food used in order to maintain appropriate inventory levels.
- Adhered to budget guidelines when purchasing ingredients and equipment.
- Created weekly schedules for employees based on projected business volume.
- Inspected freezers and refrigerators prior to each shift to check temperature levels and verify proper functionality.
- Supervised and trained staff in customer service, food handling, and safety protocols.
Education
Linux System Support Jr Associate - Linux Programming
Skillsoft
03-2023
Certificate of Completion - Cisco Networking
Skillsoft
02-2023
Certificate of Completion - ITIL 4 FOUNDATION
NTT DATA LEARNING INSTITUTE
02-2023
Certificate - Cybersecurity Certified
ISC2
Alexandria, Virginia, USA01-2023
GED -
CompTIA A+
Computer Technology Industry Association08-2014
Associate of Arts - Skills For Lifelong Learning
University of Phoenix
Denver, Colorado, USA07-2000
GED -
Emily Griffith Technical College
Denver, Colorado04-1998
Skills
- Security Awareness
- Remote Support
- Software Installation
- Hardware Upgrades
- Hardware Diagnostics
- Technical Support Services
Languages
Spanish
First Language
English
Proficient (C2)
C2
Affiliations
- Professional DJ with the Global DJ Academy, Denver, Colorado, USA 2003/2019
- Kung Fu Practicioner
- Active researcher on Information Technology new trends, ej. AI, Data Science, Programming Languages.
Timeline
Help Desk Analyst
NTT DATA
01.2023 - 01.2024
Help Desk Support Specialist
TECHMAHINDRA
09.2021 - 12.2022
Help Desk Assistant
TELEPERFORMANCE
07.2020 - 08.2021
CSR Tier 2
WESTERN UNION
02.2020 - 06.2020
Businees Solutions Center Executive
AT&T
09.2019 - 12.2019
Computer Repair Technician/Owner
Amadeus Tech
05.2015 - 08.2019
Chef/Restaurant Manager
P.F. Changs
01.1997 - 05.2015
Linux System Support Jr Associate - Linux Programming
Skillsoft
Certificate of Completion - Cisco Networking
Skillsoft
Certificate of Completion - ITIL 4 FOUNDATION
NTT DATA LEARNING INSTITUTE
Certificate - Cybersecurity Certified
ISC2
GED -
CompTIA A+
Associate of Arts - Skills For Lifelong Learning
University of Phoenix
GED -
Emily Griffith Technical College
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