Service Desk Analyst Manager Resume Mexico City - Hire IT People

SUMMARY

I am a computer engineer with a positive attitude, honest, multitask, responsible with experience in customer service and troubleshooting by remote or personal assistance.
I am bilingual and can work under pressure and adapt to any environment.

TECHNICAL SKILLS

I provide first - line investigation and diagnosis
I close all resolved incidents, requests and other calls
I Initiate proactive measures to demonstrate responsiveness while addressing customer requirements and ongoing evaluation and improvements to processes and procedures
I am proactive troubleshooting for system issues
I Track of ongoing problems within the IT environment
I assist in providing efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of user issues
I have knowledge of Microsoft office, basic SQL, email account management, configuration of IP address, virtual support, customer service, delegation of tasks, service and quality.

PROFESSIONAL EXPERIENCE

Service Desk Analyst Manager

Mexico City

Responsibilities:

Experience with PAN (Proactivanet) and Avaya call tracking systems to log, track and manage incidents and service requests like assistance with software installations, structured cabling, IP settings, email settings, data entry, phone settings, solving basic problems of DB SQL, errors with printers, migration and testing of new OS.

Confidential, Mexico City

Responsibilities:

Bilingual customer service - Registration and printing of badges, and customer service

Help Desk

Mexico City

Responsibilities:

Troubleshooting via telephone and remote access, following-up complaints, delegating physical problems to a technician, structured cabling, IP settings, email settings, installing programs and searching computer files for missing orders on receipts from clients to correct billing errors.