Starting on HTML and Java Script Back End Development
Ivan
IT Service Desk
Guadalajara
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Astute IT Service Desk Analyst with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
IT Service Desk Analyst
HCL Technologies.
Guadalajara, Jalisco
12.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call and chat flow and responded to any technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
Team Leader
Alorica
Guadalajara, Jalisco
03.2017 - 12.2022
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Held weekly team meetings to inform team members on company news and updates.
- Generated reports detailing findings and recommendations.
Education
High School Diploma -
UDN
Guadalajara, Jalisco, Mexico 01.2020 - 12.2023
Skills
Desktop support
Software
Certification
Team Manager
Interests
Back End Develompment
Python Develpment
Timeline
HTML5 & CSS3 Training
04-2023
IT Service Desk Analyst
HCL Technologies.
12.2022 - Current
Team Manager
12-2022
High School Diploma -
UDN
01.2020 - 12.2023
Team Leader
Alorica
03.2017 - 12.2022
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