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Service Desk Agent Nivel 2

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Associate Principal Engineer

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IT Support and Cybersecurity Professional with over a decade of experience, blending strong customer service, sales expertise, and technical skills to drive efficient problem-solving and user education. Demonstrates expertise in relationship building, communication, and access management, essential for fostering collaborative environments and ensuring seamless IT operations. Adept at leveraging COMPTIA Security+ certification and cybersecurity knowledge to enhance security measures in dynamic settings while excelling in sales strategies and client engagement.

I am a committed, energetic, results-oriented professional with a drive to use my considerable skills to aid in the success of a company. I presently hold the position of a qualified Communication Analyst with the Canadian National (“CN”) Police communication centre and I have over five years of experience in a fast-paced customer service call center, often dealing with highly sensitive/emergency situations as well as having several years of experience in sales. I recently had the opportunity to spend some time in “CN's” Information Technology (“IT”) department as a business services desk analyst where I was fortunate to have the opportunity to further develop I.T related skills. Although I enjoyed the opportunity to learn and enhance my “IT” skills, I quickly realized that I was not able to fulfill my passion for helping others, which is a driving force for me therefore I returned to “CN” Police. My career at “CN” has been one that I am truly proud of. I am especially proud that for the past several years, with the use of my communication and analytical skills, I have had the opportunity to make a real difference in the successful outcome of many difficult situations. In my almost six years with “CN”, I have developed an in-depth knowledge of railway operations, communication skills, problem solving, multi-tasking abilities and have become a strong decision maker who believes teamwork is a big part of success. My reporting and customer relations skills have become part of my strengths, especially given the experiences I have had at “CN” Police. I believe that my skill set, professional experience and ability to handle pressure would be a valuable asset to Via Rail. Having served on the corporate side for the past several years, I am excited to put my knowledge to use in the operations side of the railway. Understanding the time- sensitive schedule of the position, I am flexible in my working hours/days.

 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. 

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.

RAÚL ORTIZ

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Service Desk Analyst

IT Service Desk Analyst

IT Service Desk Analyst

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Service Desk Analyst

IT Service Desk Analyst

IT Service Desk Analyst

Senior High School Degree -

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