Susana Rodríguez
Mexico City
Summary
Professional with experience in Help Desk and Customer Support, specializing in technical support and issue resolution. Knowledgeable in Microsoft 365 administration, and experience with SaaS platforms such as Salesforce, Zendesk and ServiceNow. Skilled in system diagnostics for Windows, macOS, and Linux, as well as network configuration. Proficient in HTTP, HTTPS, and APIs: Capable of working with web services and troubleshooting integration issues with RESTful APIs. Strong remote support skills and a focus on enhancing customer experience, with adaptability to dynamic environments.
Overview
5
5
years of professional experience
Work History
Tech Player Support (Bilingual)
Motivus
10.2023 - 10.2024
- Provided real-time technical support via live chat and email, troubleshooting and resolving gamers Issues.
- Diagnosed and resolved network related ( Latency and bottleneck, routing problems) and game issues.
- Proficient in Google Workspace (Docs, Sheets, etc.) for documentation, collaboration, and data analysis
- Troubleshot API communications errors, and software integration
- Managed ticket queues effectively trough Zendesk
Tech Support Agent (Bilingual)
Computacenter
11.2022 - 08.2023
- Diagnosing and troubleshooting Software and Hardware issues.
- Managed ticketing systems efficiently usingService Now, ITSM and Jira to escalate tickets, ensuring SLA compliance and proper task prioritization
- Diagnosed and resolved issues on Windows and MacOS operating systems, networks (VoIP, VPNs).
- Configured and administered network tools such as Microsoft Intune and Microsoft 365, Access management in Azure.
- Contributed actively to internal knowledge bases by documenting technical processes and recurring issues
- Managing a SaaS subscription for a team or department.
- Configuring integrations between SaaS tools (e.g., linking a CRM with email marketing software).
- Key achievements included: Enhanced communication skills by explaining technical issues to non-technical users effectively
- Improved organizational processes through detailed documentation.
Technical Support (Bilingual)
Teleperformance
05.2019 - 04.2022
- Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
- Provided technical support for issues related to servers, Active Directory, networks (IP, DNS, SMTP), and backup technologies, while configuring basic firewalls.
- Maintained effective communication with customers, demonstrating empathy and professionalism, de-escalating high-pressure situations, and ensuring customer satisfaction with prompt solutions.
- Recorded and tracked interactions in the CRM system, collaborating with internal teams to resolve complex issues and improve processes. Additionally, collected and analyzed logs and error reports to identify recurring problems, ensuring compliance with company policies and quality standards.
Education
Universidad Virtual Del Estado De Guanajuato
11.2024
Preparatoria Abierta -
SEP
01.2010
Skills
- Effective Time Management
- Fast Learner
- Ability to Work in a Team
- Adaptability
- Customer Service
- Quick decision making
- Adaptive thinking
- Self-discipline
Personal Information
Title: Technical Support
Englishlevel
C1
Timeline
Tech Player Support (Bilingual)
Motivus
10.2023 - 10.2024
Tech Support Agent (Bilingual)
Computacenter
11.2022 - 08.2023
Technical Support (Bilingual)
Teleperformance
05.2019 - 04.2022
Universidad Virtual Del Estado De Guanajuato
Preparatoria Abierta -
SEP
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