David Rojas Pérez

IT Service Desk/Help Desk Analyst

Information Technology Engineering UVEG.

More than 5 years of experience in Service Desk/Help Desk/IT Support.

A person who is very adaptable to all types of environments and clearly goal oriented. First level technical support: Provide first level technical support to end users for a wide range of issues related to hardware (desktop computers, laptops, printers, mobile devices), software (operating systems, office applications, software), and network connectivity.
Respond to customer support requests through live channels (phone and chat).
Collaborate with other customer service teams to communicate and escalate customer issues in a timely manner.
Self manage personal workload effectively and efficiently.
Use available knowledge, tools, and resources to resolve customer issues and, if unavailable, find a quick solution and advise its use in a new KB creation.
Document customer communications clearly and concisely.
Diagnosis, resolution, and assignment of requirements: Diagnose, document, and resolve incidents and service requests using ticket management tools and knowledge of service management applications as a user (Service Now).
User account management: Create, modify, and delete user accounts, reset passwords, and manage permissions in various systems.
Documentation: Maintain accurate and up to date documentation of incidents, solutions, and procedures.
Problem escalation: Escalate complex or unresolved problems to Level 2 or Level 3 technical support teams, following established procedures.
User training: Provide basic guidance and training to users on the use of systems and applications.
Monitoring: Assist in monitoring systems and networks to identify potential problems.
Basic knowledge of ITIL fundamentals (incidents, requests, follow ups).
Knowledge of computer hardware.
Knowledge of software support and operating system configuration. (domain, network configuration, Outlook, PST, permissions, VPN, drivers, etc.)
Active Directory and group policies.
Generation of statistical reports related to technical support (call trends, incidents, requests, users with the most service requests, etc.).
Advanced conversational English.
Continuous improvement.

• Member of LMS Course Administration and Assignment for Newmont Employees since my first month as an employee at Accenture.
• Public recognition from Accenture for the Newmont company for my adaptability and Quick development within the workplace.

• In Progress, Gestión de Tecnologías la Información, Universidad Virtual del Estado de Guanajuato
• High school degree, Escuela Preparatoria Oficial no.55 Ollin Tepochcalli

25 de octubre MZ B, Lt 46, Chimalhuacan, Estado de México, Acuitlapilco 1era sección, 56335

• Date of Birth: 10/05/1998
• Nationality: Mexicana
• Marital Status: Casado
• ID Type: Mexicana

I like playing the violin and guitar.
Spending time with my wife and son.
Passionate about video games.
Movie lover.
Reader.
Passionate about anime, manga, and geek culture.

Technology Lover