Summary
Overview
Work History
Education
Skills
Cellphone
Languages
Timeline
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Jaime Gonzalo Limón Palacios

Jaime Gonzalo Limón Palacios

Cordoba

Summary

Develop myself as a professional working effectively with a professional approach in an ethical and responsible manner with personal goals in the short, medium and long term 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.

Overview

5
5
years of professional experience

Work History

Senior Service Desk Analyst

UST
08.2023 - 02.2024


  • Managed high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.
  • Optimized service desk performance by analyzing metrics and identifying areas for improvement.
  • Responded to customer inquiries and provided technical assistance over phone,chat and email.
  • Addressed user customer service concerns and decided when to escalate tickets to the L3 department
  • Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.

IT Help Desk Technician

Hexaware Technologies LTD
08.2021 - 08.2023
  • Provides technical support to users by researching and answering questions, using ServiceNow as ticketing system
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions meeting SLAs and CSAT, following ITIL 4 guidelines
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Customer Service Agent

Atento
04.2020 - 01.2021
  • I worked as a customer service agent, from answering emails, inbound calls and chats, I kept recurring answering chats from the Grubhub platform.
  • Addressed customer account discrepancies and concerns.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.

Telephone Agent

Teleperformance
03.2019 - 03.2020
  • I worked as a telephone agent renting cars from the Avis & Budget Group Company and providing English language assistance to residential clients mainly from the United States and Canada.
  • Utilized comprehensive product knowledge to address caller inquiries accurately.
  • Enhanced company reputation with excellent telephone etiquette and professionalism.
  • Reduced average call time by quickly assessing customer needs and providing tailored solutions.
  • Made average of 50 outbound and inbound calls per day.

Education

Degree in gastronomy -

UTCV, Universidad Tecnológica Del Centro De Veracruz, Campus Cuitláhuac
04.2019

Skills

  • Active Directory
  • Salesforce
  • ServiceNow
  • Office 365 applications
  • Windows Operating System
  • System administration
  • Multitasking
  • Account Administration
  • Hardware Configuration
  • ITIL Knowledge
  • LAN/WAN
  • Technical support expertise
  • Remote Desktop Support
  • Hardware diagnostics
  • Teamwork and Collaboration
  • Ticketing system proficiency
  • Network Troubleshooting

Cellphone

2711294580

Languages

English
Advanced (C1)

Timeline

Senior Service Desk Analyst

UST
08.2023 - 02.2024

IT Help Desk Technician

Hexaware Technologies LTD
08.2021 - 08.2023

Customer Service Agent

Atento
04.2020 - 01.2021

Telephone Agent

Teleperformance
03.2019 - 03.2020

Degree in gastronomy -

UTCV, Universidad Tecnológica Del Centro De Veracruz, Campus Cuitláhuac

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Jaime Gonzalo Limón Palacios