Edgar Giovanni Serrano Islas

• Delivered remote support to users by analysing customer needs and guiding them through step-by-step solutions. Active listening, analytical thinking, empathising with the customer, and always maintaining a high level of professionalism. Fast learner and able to multitask without issue.
• Provided advanced technical support for end-users, resolving escalated issues.
• VPN, Active Directory, iOS, Mac OS, Windows, Microsoft licence upgrade, TeamViewer, Outlook profile management, email handling, chat support, McAfee licence download, ITIL, ticketing systems, and help to submit claims for property and yard damages. Sales for a new improved upgrade to fiber network or cable TV.
• AI enhancement through a new innovative tool.
• Ensuring stability in KPIs and SLAs on a professional level as an SME Specialist to help maintain the team’s goals by providing team effort, ideas, and support. and of course reducing the volume of calls.
• SOP's was a carry out routine to achieve effiency and quaility output.
• Configured network printers and resolved printing issues to ensure smooth operation.
• Set up new workstations for users with proper cables, equipment and software.

• Ticket creation following knowledge base articles.
• Offered technical knowledge and specialised skill set to troubleshoot critical network problems.
• VPN / remote connectivity.
• Software to hardware download, troubleshooting common errors.
• Provided comprehensive support for Windows and MacOS environments, resolving technical issues to enhance system functionality.
• Analysed help desk activity, identifying trends and recommending improvements to reduce recurring issues.
• SPI and CPNI exercises were covered monthly.
• While working at Wipro, I was moved to various positions. I had another duty in the RFM department, and had to track all open tickets, ensuring they were closed, escalated, or resolved.
• My duty was also to ensure that Office 365 and McAfee were uploaded on most of our agents' workstations.
• Helping ensure the queue maintains a low volume of calls. Quality means finding a solution to the root cause of the issue.

• I was promoted to the position of Service Desk agent within a month because of the experience I had from my previous job.
• I was later moved to work as an SME due to my outstanding metrics.
• Collaborate with ideas and help my co-workers reach a level that everyone can understand in a professional work environment.
• Scanners and printers, RFID, and mobile device troubleshooting.

escalate tickets to a higher level of support if the issue was not within your scope of work.

Excel macro resolution.

Password recovery, Email configuration, VPN access.

SLAs for customer service and first call resolution, and SOPs creation for new and existing needs.

• Managing users and passwords through Active Directory, I also had admin credentials to push or uninstall software. In certain scenarios, I would provide temporary rights to users.
• Virtual desktops, resets, and profile rebuilds.
• Managed IT inventory, tracking hardware and software assets to ensure compliance and budget adherence.
• Administered user accounts, permissions, and access rights, maintaining system security.
• Educated service users on new software updates and system capabilities.
• Installed new hardware and software to meet system specifications and user needs.
• Set up new workstations for users with proper cables, equipment and software.
• Tracked and reported on service desk performance metrics, identifying areas for improvement.

iOS, macOS, Windows, and Office 365 licence download.

VPN and virtual desktop were common topics, since most users lived offshore and had to access them remotely using a tool called Citrix, while tracking tickets using ServiceNow, JIRA, etc.

McAfee, blue screen of death, Outlook, BIOS recovery, Android support.

Setting up and troubleshooting printers and scanners.

Exchange server, email configuration.

Parent-child ticket creation depending on level of impact.

• Handled high-volume telephone calls to address and resolve customer queries.
• Managed returns and exchanges with a focus on retaining customer trust and satisfaction.
• Demonstrated courtesy, respect and patience in dealing with customers to comply with company policies and procedures.