Marco Geovanny Callejas Rivera
San Martin Texmelucan
Summary
Skilled IT Support Specialist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Support Agent
Millennial Productive Park S.A. DE C.V.
10.2022 - 11.2023
- Developed comprehensive knowledge of medical products and services to provide accurate solutions.
- Improved patient satisfaction rates by effectively addressing concerns and providing clear information during high-pressure situations.
- Reduced response times by implementing new processes for triaging incoming calls from hospitals seeking for technical assistance.
- Managed high volumes of inbound calls while maintaining professionalism under pressure, providing timely assistance to callers experiencing technical issues with their medical equipment.
- Collaborated with Biomedical technicians to coordinate medical equipment installations and repairs
- Reduced device downtime through efficient troubleshooting and repair of medical equipment.
- Collaborated with cross-functional teams to develop and implement new medical equipment protocols.
Customer Service Representative
Freedom BPO And Contact Center
02.2022 - 10.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer chats with minimal wait times.
- Delivered excellent customer service, resulting in consistent 88% customer satisfaction rating.
- Responded to customer requests for products, services and company information (Plan offers, phone offers).
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Facilitated inter-departmental communication to effectively provide customer support.
Tier 2 Technical Support Representative
Hispanic Teleservices De Guadalajara
08.2020 - 01.2022
- Mentored less experienced team members to improve customer responses and work towards First call resolution.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Collaborated with vendors and area representatives to locate replacement components and resolve advanced problems.
Technical Support Representative
Hispanic Teleservices De Guadalajara
08.2019 - 08.2020
- 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 and different kinds of devices.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues to other departments or T2.
- Translated complex technical issues into digestible language for non-technical users.
- Install our company's software on each computer
- Worked flexible hours; night, weekend, and holiday shifts.
Education
Commercial Pilots License - Commercial Pilot
Centro Universitario EAV
Puebla, Puebla11.2025
High School Diploma -
Preparatoria Emiliano Zapata
San Martin Texmelucan, Puebla07.2019
Skills
- Customer Retention Strategies
- Customer Data Confidentiality
- POS Systems and Ordering Platforms
- Customer Service and Assistance
- Time Management
- Troubleshooting Network Issues
- Microsoft Certification
- Online Chat Support
Certification
- Certified IT support Specialist, Google
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Italian
Beginner (A1)
Timeline
Support Agent
Millennial Productive Park S.A. DE C.V.
10.2022 - 11.2023
Customer Service Representative
Freedom BPO And Contact Center
02.2022 - 10.2022
Tier 2 Technical Support Representative
Hispanic Teleservices De Guadalajara
08.2020 - 01.2022
Technical Support Representative
Hispanic Teleservices De Guadalajara
08.2019 - 08.2020
Commercial Pilots License - Commercial Pilot
Centro Universitario EAV
High School Diploma -
Preparatoria Emiliano Zapata
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