Rafael Pichardo Solano
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
18
18
years of professional experience
Work History
Technical Support Representative
Intermex Wire Transfer
03.2021 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
Customer Service Representative
Alorica
11.2020 - 02.2021
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Addressed customer account discrepancies and concerns.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Service Desk Analyst
T-Systems
05.2019 - 07.2020
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
Full Stack Web Developer
Capmega
06.2018 - 04.2019
- Collaborated with cross-functional teams to ensure seamless integration of front-end and back-end components, delivering fully functional web applications.
- Used Javascript, SQL and HTML to develop app-solutions.
- Applied responsive design principles to ensure consistent display and functionality across a wide range of devices, including mobile phones, tablets, and desktop computers.
- Streamlined development processes with the implementation of agile methodologies, improving overall project quality and delivery timeframes.
Lead Systems Engineer
Hotel Playa Suites Acapulco
12.2014 - 07.2017
- Optimized system performance by identifying and resolving complex technical issues.
- Assisted employees with resolving network problems at remote locations.
- Analyzed security logs to determine and alleviate network threats.
- Performed root cause analysis to provide resolutions for production issues.
- Created manuals and taught training sessions to educate co-workers on new systems.
- Collaborated with clients to determine need and devise appropriate software and hardware solutions.
- Analyzed and resolved LAN, VPN and wireless connectivity issues with advanced troubleshooting tactics.
- Led capacity planning efforts, strategically scaling infrastructure resources in anticipation of organizational growth.
- Automated tasks to reduce labor costs and increase productivity.
- Implemented new technologies to improve overall system efficiency and productivity.
- Provided actionable improvements to software and hardware performance.
- Reduced downtime through proactive maintenance and diligent troubleshooting of system components.
- Drafted corrective action plans following root cause analysis.
- Identified systems inefficiencies through performance data analysis.
- Documented system configuration, mapping and processes.
- Delivered helpdesk service and support to customers.
- Created flowcharts, diagrams and other documentation.
- Configured, installed, and upgraded SQL databases.
- Oversaw development and maintenance of organization computer systems and intranet.
Sales Agent
AT&T
03.2014 - 12.2014
- Developed strong relationships with clients through excellent customer service and regular followups.
- Increased sales and customer satisfaction through personalized servicing.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
Assistant Manager
Maskota S.A. De C.V.
07.2012 - 02.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects tasks.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Sales Assistant
City Club
10.2011 - 12.2011
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
Technician
Café Internet Netskartuchos
01.2009 - 01.2011
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained quality assurance and customer satisfaction objectives.
- Tested components and systems to evaluate performance and identify concerns.
- Inspected equipment to identify areas of wear or causes of malfunctions.
- Completed job reports and logs immediately.
- Addressed routine equipment maintenance according to established schedule.
- Wrote and revised maintenance procedures.
Systems Technician
Distribuidora Industrial Enterprise
01.2006 - 01.2009
- Submitted daily paperwork to record completed jobs and related information.
- Improved system efficiency by optimizing hardware and software configurations.
- Installed and wired system devices using standard product setup and electrical knowledge.
- Reduced downtime, proactively managing system backups and disaster recovery protocols.
- Accessed electronic customer ticket system for tracking incidents, work orders and projects related tickets.
- Used multimeters for volt and OHM readings and circuit analysis.
- Optimized network performance through careful analysis of traffic patterns and capacity planning initiatives.
- Implemented new technologies to boost productivity and improve overall company performance.
- Supported IT end-user concerns using troubleshooting and root cause analysis to resolve issues.
- Assisted in the planning and execution of major IT projects, ensuring successful completion within budget constraints.
- Managed software licenses to maintain compliance with industry regulations and avoid costly penalties.
- Trained new system users and employees in classroom type sessions to promote useful system knowledge and operations expertise.
- Updated hardware and software platforms by implementing automation and efficiency improvements.
- Estimated numerical length of runs during new service installations.
Education
High School Diploma -
Universidad De Los Ángeles
Puebla City, MexicoSkills
- Technical Troubleshooting
- Technical Support
- Product Troubleshooting
- Remote Support
- Issue Troubleshooting
- Application support
- Software Installation
- Data Recovery
- Technical issues analysis
- Account Management
- Windows 10
- Remote Technical Support
Languages
English
Advanced (C1)
Timeline
Technical Support Representative
Intermex Wire Transfer
03.2021 - Current
Customer Service Representative
Alorica
11.2020 - 02.2021
Service Desk Analyst
T-Systems
05.2019 - 07.2020
Full Stack Web Developer
Capmega
06.2018 - 04.2019
Lead Systems Engineer
Hotel Playa Suites Acapulco
12.2014 - 07.2017
Sales Agent
AT&T
03.2014 - 12.2014
Assistant Manager
Maskota S.A. De C.V.
07.2012 - 02.2014
Sales Assistant
City Club
10.2011 - 12.2011
Technician
Café Internet Netskartuchos
01.2009 - 01.2011
Systems Technician
Distribuidora Industrial Enterprise
01.2006 - 01.2009
High School Diploma -
Universidad De Los Ángeles
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