American Footbal
Eliud Ismael Parkman Romo
Industrial Engineer
Guadalajara
Summary
- Team Player
- Self Starter
- Problem-solving
- Customer focused
- Excellent Communication skills
- Fluent oral and written communication in both English and Spanish
- Independent Acting
- Call control
- Creativity
- Organization
- Adaptability
- Leadership
- Continuous learner
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Service Desk L1
TCS, Tata Consultancy Services
01.2023 - Current
- Successfully managed, maintained and troubleshot customer issues in a high-pressure, deadline-driven environment.
- Utilized ticketing systems to log customer queries and track progress to resolution: Incident recording, classification, initial triage.
- Provided technical support for software issues to users in a timely manner.
- Taking incoming calls and if needed chats as well to assist users.
- Support End-user with MS Office, O365, Win 10, cherwell tickets and SAP.
- Oversaw and optimizing Service Desk processes to ensure efficient ticket resolution and improved customer satisfaction.
- Request and incident resolution or escalation to responsible parties.
- Monitoring the status and progress toward resolution of all open incidents: resolution, confirmation and closure of incidents and requests.
- Keeping affected users informed about progress.
- Root cause analysis detecting potential trends and liaising with problem management where applicable and collaborated with cross-functional teams to resolve high-priority incidents.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Sales engineer
Empaques Tonala
04.2019 - 06.2019
- Search for new customers
- Visits to customers
- Manage and interpret customer requirements
- Negotiate and close sales
- Customer accounts analization
- Prepare reports for Sales Management
- Fulfill sales goals
- Persuade customers that the product or service meets the needs in terms of quality, price and delivery time
Bilingual agent
Teleperformance
08.2014 - 02.2018
- Company Overview: Guadalajara, México
- Provide technical support to clients, specialized in telephony, Internet and cable services
- Customer service and sales
- Guadalajara, México
Store Supervisor / Barista / Cashier
Starbucks Coffee Company
01.2012 - 01.2013
- Company Overview: Guadalajara, México
- Person in charge in the store, supervise that the activities were fulfilled in time and also assist in different actions
- Perform activities such as food preparation, receipt of cash, taking orders and barista
- Guadalajara, México
Education
High School -
Universidad Cuauhtémoc
Guadalajara, Jalisco 01.2009 - 01.2012
UTEL
Ciudad De México05-2026
Skills
Empathy and patience
Network troubleshooting
Ticketing system proficiency
Guest complaint resolution
Training and mentoring
Client relationship management
Incident management
Software knowledge
Listening skills
Safety and security procedures
Customer service
Microsoft office
Documentation
Technical support
MS Teams/Outlook
VDI/Remote desktop
Avaya
Cherwell tickets
SAP
Troubleshooting
Email correspondence
Problem solving
Citrix
Extra-Curricular Activities
Futbol Americano, Guadalajara, México, 01/01/05, 12/31/19, Football player ASUS, Guadalajara, México, 01/01/14, 12/31/16, Project Assistant CAMPUS PARTY, Assistant in the activities carried out during the CAMPUS PARTY event., In charge of assembling the computer equipment during the event., Assistant in the areas of advertising, sales and activations. Talent Land, Guadalajara, México, 04/01/17, 04/30/17, Assistant of Social Media, Streaming, Responsible for the supervision and correct transmission of activities via the Internet., File transport as well as the correct functioning of the connections.
Hardware Skills
Windows XP, Windows 8, Windows Vista, Windows 10, LINUX, Excel, Word, PowerPoint, Outlook, AutoCAD, PhotoShop, GIMP
Interests
Technology
Board Games
VideoGames
Movies
Spending time with friends and family
Design
Create things with epoxy resin
Fashion
Play with my dogs
Travel
Timeline
Service Desk L1
TCS, Tata Consultancy Services
01.2023 - Current
Sales engineer
Empaques Tonala
04.2019 - 06.2019
Bilingual agent
Teleperformance
08.2014 - 02.2018
Store Supervisor / Barista / Cashier
Starbucks Coffee Company
01.2012 - 01.2013
High School -
Universidad Cuauhtémoc
01.2009 - 01.2012
UTEL