Microsoft Office suite
Genaro Minjares Beristain Genaro Minjares
Tech Support Especialist
Valle De Chalco
Summary
Technology-oriented individual delivers product fixes and troubleshoot technical problems quickly. A confident Customer Support with expertise in help desk environments assisting customers while promoting efficiency, respect and patience.
Overview
10
10
years of professional experience
Work History
Customer Care
Homedepot Call Center
03.2024 - Current
- Led workshops aimed at educating staff members about best practices for delivering top-notch customer care.
- Provided exceptional customer care, addressing concerns or complaints promptly and professionally.
- Increased repeat business by providing exceptional customer care and promptly addressing concerns.
- Contributed to positive store reviews by delivering outstanding customer care consistently.
Tech Support
Teleperformance- Chase Bank
09.2022 - 04.2024
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Fostered a culture of continuous improvement within the escalations team by conducting regular reviews and providing constructive feedback on individual performances.
- Cultivated strong relationships with internal and external partners, facilitating effective collaboration in resolving escalated cases.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
Project Management
Citi Value-Telcel
04.2023 - 01.2024
- Participated in project management activities, ensuring timely completion within budget constraints.
- Enhanced team productivity with effective project management and prioritization of tasks.
- Streamlined IT project management processes by implementing new software tools and methodologies.
- Increased team productivity by implementing efficient project management techniques.
- Management of application transfer between areas
- Sprint planning
- Team coordination
- Analysis and gathering of requirements
- Monitoring of the project life cycle
- Process documentation
- Jira Management
- RCA of mass incidents
- Improvement proposals based on RCA
- Monitoring of mass incidents
- Proposal and monitoring of alarm configuration for applications on WAS servers(
Help Desk
Teclo Mexicana
09.2016 - 09.2021
- Onsite Zebra Windows Hand Held tech support
- Nightshift
- Scrum methodology
- Streamlined the help desk ticketing process for quicker response times and improved resolution rates.
- Maintained accurate records of all help desk interactions, allowing for better tracking of recurring issues and targeted solutions development.
- Identified opportunities for automation within help desk functions, leading to increased productivity without sacrificing quality of service provided.
- Streamlined help desk processes with thorough documentation of troubleshooting steps and resolutions.
- Analyzed help desk metrics to identify areas for improvement, implementing changes that led to increased efficiency and effectiveness.
- Supported users remotely through help desk functions, delivering efficient resolutions to technical issues on various platforms.
- Facilitated database management and IT help desk user support.
- Developed comprehensive training materials for new help desk representatives, increasing first-call resolution rates.
- Regularly reviewed help desk metrics to identify areas requiring attention or improvement opportunities in service delivery.
- Mentored new help desk operators, improving their technical skills and enhancing overall team performance.
- Authored service level agreements for help desk operations.
- Established efficient help desk operations by implementing ticketing systems and prioritizing critical issues for faster response times.
Help Desk Analyst
Alsea
01.2015 - 09.2016
- Logged support tickets and closed when issues were resolved.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Resolved technical issues by troubleshooting Aloha Platform
- Reporting Aloha Platform
- Customer service on site and by phone
- Active directory profile administration
- Onsite technical support
- Nightshift
Education
Mathematics
Facultad De Ciencias Exactas UNAM
Mexico CitySoftware Enginering
UNADMX
OnlineSkills
Software Installation
Microsoft Windows and Office
Problem-solving abilities
Team Collaboration
Customer Communication and Empathy
Analytical Thinking
Network Connectivity
Incident Management
Remote Technical Support
Application support
Hardware diagnostics
System Administration
Help Desk Software
Hardware knowledge
CRM Software
Customer Education
Software
CRM-Sales force
Jira
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Care
Homedepot Call Center
03.2024 - Current
Project Management
Citi Value-Telcel
04.2023 - 01.2024
Tech Support
Teleperformance- Chase Bank
09.2022 - 04.2024
Help Desk
Teclo Mexicana
09.2016 - 09.2021
Help Desk Analyst
Alsea
01.2015 - 09.2016
Mathematics
Facultad De Ciencias Exactas UNAM
Software Enginering
UNADMX
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