Service Now
Noé Carrillo Mercado
IT Service Desk
Zapopan
Summary
IT Service Desk Analyst with a proven track record at HCL Technologies, excelling in remote support and incident management. Enhanced client satisfaction through exceptional customer service and effective communication. Skilled in ticketing systems and analytical thinking, streamlining processes to reduce wait times and boost productivity across teams.
Overview
4
4
years of professional experience
1
1
Language
Work History
IT Service Desk Analyst
HCL Technologies
01.2025 - Current
- Technical troubleshooting with remote assistance.
- Multi-channel support through chat, phone, and appointments.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users workflows.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues
Agent Technical Support and Costumer Service
Teleperformance
06.2023 - 11.2024
- Increased client retention rate by providing exceptional customer service in their preferred language.
- Listened attentively to customer needs and concerns and demonstrated empathy while maximizing rapport-building with customer.
- Telephone agent, customer service focused on technical support, and sales.
Vectorization and Digital Rendering
Instituto Nacional De Antropología E Historia.
01.2022 - 03.2023
- Digital vectorization of archaeological sites, recording of remains, and inventory of materials.
Education
Bachelor of Science - Biology
Universidad De Guadalajara
Guadalajara, Jalisco, Mexico 05.2001 -
Skills
Remote support
System monitoring
Ticketing system proficiency
Software support
Customer service
Data entry
Proficient at fast paced tasks
Analytical thinking
Software
Jira
Microsoft Office
Adobe
Windows troubleshooting tools (PowerShell, CMD, ADUC)
Timeline
IT Service Desk Analyst
HCL Technologies
01.2025 - Current
Agent Technical Support and Costumer Service
Teleperformance
06.2023 - 11.2024
Vectorization and Digital Rendering
Instituto Nacional De Antropología E Historia.
01.2022 - 03.2023
Bachelor of Science - Biology
Universidad De Guadalajara
05.2001 -
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