Jaime Maravilla
Tlajomulco de Zuniga
Summary
Accomplished Service Desk Agent at TCS, adept in network troubleshooting and fostering client relationships. Excelled in reducing support call volume by authoring user guides and enhancing system performance through effective incident management. Bilingual in English-Spanish, showcasing exceptional multitasking abilities in high-pressure environments.
Results-driven IT professional, prepared for dynamic technical support environments. Proven ability to troubleshoot and resolve user issues swiftly, contributing to enhanced operational efficiency. Known for collaborative team approach and adaptability to changing requirements. Skilled in customer service and technical problem-solving, valued for reliability and responsiveness.
Overview
7
7
years of professional experience
Work History
Service Desk Agent
TCS
07.2021 - Current
- Guided users through technical issues, fostering self-reliance and system familiarity.
- Re-initiating equipments.
- Creating agent logins and credentials.
- Internet access, troubleshooting equipment.
- Private network monitoring and maintenance.
- Restrictions on tools for work purposes.
- Programming access to private network to agents.
- Creating email accounts for external communication.
- Registration for inbound and outbound components.
- Ticket creation for higher levels of assistance for hardware and software issues.
Technical Support Representative and Customer Serv
Alorica
11.2017 - 07.2021
- Troubleshooting TV and Internet signal for devises.
- Assisting different type of customers with Mobile devises controllers.
- Creating and assisting with mobile tokens (safe word card).
- Application installation on mobile phones.
- Assisting in navigating on TV and Mobile devices.
- Re-initiating equipments.
- Logins and credentials for agents.
- Utilized diagnostic tools to resolve network issues, improving overall system performance.
- Compiled detailed reports, facilitating root cause analysis for recurring problems.
- Authored user guides, reducing support call volume and increasing user independence.
Education
GED -
UNIVERSIDAD AUTONOMA DEL ESTADO DE MORELOS
Cuernavaca, Morelos, MexicoSkills
- Fluent Bilingual English-Spanish
- Multi-task
- High pressure environment
- Training and mentoring
- Guest complaint resolution
- Software knowledge
- Incident management
- Client relationship management
- Empathy and patience
- Network troubleshooting
- Ticketing system proficiency
- Guest communication
Timeline
Service Desk Agent
TCS
07.2021 - Current
Technical Support Representative and Customer Serv
Alorica
11.2017 - 07.2021
GED -
UNIVERSIDAD AUTONOMA DEL ESTADO DE MORELOS
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