Jose Angel Moreno
It Support Analyst
Xalapa
Summary
Friendly Help Desk Technician with 3 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
IT Help Desk Technician
TCS
WFH
11.2022 - Current
- Performed tests of functionality, security, and performance of different workstations and devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Help Desk Support Specialist
Compucom
Mexico City
10.2020 - 11.2022
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured hardware and granted system permissions to new employees.
- Worked with document imaging technologies and deployment software.
Cashier
BBVA
Mexicali
01.2019 - 12.2019
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
Customer Service Representative
Sykes
Mexico, City
03.2018 - 12.2018
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Economics
UNAM
Mexico, City 01.2021 - Current
Skills
Technical issues analysis
undefinedAccomplishments
- Supervised team of 20 staff members.
Timeline
IT Help Desk Technician
TCS
11.2022 - Current
Bachelor of Science - Economics
UNAM
01.2021 - Current
Help Desk Support Specialist
Compucom
10.2020 - 11.2022
Cashier
BBVA
01.2019 - 12.2019
Customer Service Representative
Sykes
03.2018 - 12.2018
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