Humberto Andres Martinez Padilla
Service Desk Analyst
Oaxaca City, Oaxaca
Summary
At CompuCom Insurgentes, I spearheaded incident resolution, cutting support wait times significantly through efficient ticket management and prioritization. My blend of technical prowess in network troubleshooting and exceptional remote support skills enhanced customer satisfaction and system reliability, demonstrating a strong ability to improve IT service desk operations.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
4
4
years of professional experience
2
2
Languages
Work History
IT Service Desk Analyst
CompuCom Insurgentes
08.2020 - 09.2024
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Used ticketing systems to manage and process support actions and requests.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
Education
GED -
Long Life Learning Granite Peaks HighSchool
Salt Lake City, Utah 05.2001 -
Skills
Network Troubleshooting
Remote Support
System monitoring
Ticketing system proficiency
Watch movies and Listen to music
Mostly I like to Watch Action, Science Fiction and drama movies .
For music I like Mostly Mexican Music
Timeline
IT Service Desk Analyst
CompuCom Insurgentes
08.2020 - 09.2024
GED -
Long Life Learning Granite Peaks HighSchool
05.2001 -
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