ZAHIR DAVID QUEZADA ESPINOZA
Ciudad Obregón,SON
Summary
Proven IT Support Engineer with a track record of enhancing system performance and user satisfaction at COPPEL. Leveraged expertise in network troubleshooting and customer service to resolve issues efficiently, boosting system reliability. Excelled in a fast-paced environment, demonstrating strong problem-solving skills and a commitment to excellence. 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.
Overview
5
5
years of professional experience
Work History
IT Support Engineer
COPPEL
12.2022 - Current
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained CCTV systems.
- Preventive and corrective maintenance of computer equipment.
- IP configuration (DNS, Gateway, Mask, IPv4).
- Alarm sensors installation (movement, impact, smoke, magnetic, money clip, assault button, etc.).
- Structured cabling.
Promoter
Bancoppel
02.2022 - 11.2022
- Managed customer service inquiries and pinpointed and implemented proper path to resolution.
- Managed high-volume transactions accurately, ensuring minimal discrepancies in daily reconciliations.
- Provided exceptional customer service, contributing to a positive reputation for the bank.
- Supported branch operations by maintaining compliance with internal policies and regulatory requirements.
- Identified opportunities for cross-selling financial products, increasing overall revenue for the bank.
- Maintained strict confidentiality of client information, upholding the bank''s privacy standards.
- Collaborated with team members to achieve branch sales targets consistently.
- Enhanced customer satisfaction by providing efficient and accurate banking services.
Sales Promoter
Megacable
02.2021 - 02.2022
- Boosted sales performance through effective communication of promotional offers and persuasive selling techniques.
- Created and perfected various pitch promotions to attract customers toward products.
- Requested contact information from potential customers to provide additional information.
- Resolved customer issues and concerns by listening attentively, identifying root issue, and implementing best resolution possible.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Credit Executive
Liverpool
09.2019 - 02.2021
- Consistently met or exceeded annual targets for loan growth and profitability while adhering to strict risk management principles.
- Improved client satisfaction with efficient handling of credit applications, loan negotiations, and documentation processes.
- Contributed to a positive work environment by actively participating in team meetings, sharing insights, and providing constructive feedback on colleagues'' work.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
No Degree - Computer Engineering
ITESCA
Ciudad Obregón, Sonora, MexicoNo Degree - Graphic Design
ITSON
Ciudad Obregón, Sonora, MexicoHigh School Diploma -
CBTIS 37
Ciudad Obregón, Sonora, MexicoSkills
- Remote Desktop Support
- Network Troubleshooting
- Help Desk Support
- IT Asset Management
- Software Installation
- Network configuration
- Customer Service
- Ticket management
- TCP/IP
- Hardware and Software Configuration
- Camera Installation
- IP camera setup
Languages
English
Upper intermediate (B2)
Timeline
IT Support Engineer
COPPEL
12.2022 - Current
Promoter
Bancoppel
02.2022 - 11.2022
Sales Promoter
Megacable
02.2021 - 02.2022
Credit Executive
Liverpool
09.2019 - 02.2021
No Degree - Computer Engineering
ITESCA
No Degree - Graphic Design
ITSON
High School Diploma -
CBTIS 37
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