Help Desk Resume Saltillo, Mx - Hire IT People

SUMMARY:

Detail - oriented individual with experience in the IT field and al field. Excellent customer service skills and always looking to improve efficiency.
Fluent in Spanish (Oral and written). Highly creative and responsible. Seeking an opportunity for a career in the IT environment.

PROFESSIONAL EXPERIENCE:

Confidential, Saltillo, Mx

Help Desk

Responsibilities:

Confidential

Service Desk

Responsibilities:

Confidential, Monterrey, Mx

Service Desk

Responsibilities:

Backup team in charge of Confidential ’s migration process from IBM Lotus Notes to Outlook as well as upgrading from previous versions of Microsoft Office to Office 365
Level 1 troubleshooting for Confidential ’s proprietary software.
Document and escalate tickets to proper teams after troubleshooting
Passwords resets, account management and group management via AD.

Confidential, Monterrey, Mx

Frontline Business Support

Responsibilities:

Identified, troubleshot, resolved, and documented user network issues
Utilize Hughes remote proprietary monitoring and management software to resolve client requests
Ensure that ISP’s provides speed and reliability.
Troubleshoot Cisco routers and switches, and Fortinet firewalls.
Escalate advanced troubleshooting situations to NOC engineers

Confidential, Middleton, WI

Customer Repair Advisor

Responsibilities:

Provide technical support to Residential copper and fiber lines users.
Perform line test with Confidential proprietary software to ensure proper speeds to customer.
Document and escalate incidents to further levels of support.
Basic Cisco commands used at the DSLAM to verify and reset connection.

Confidential, Madison WI

Teaching Assistant

Responsibilities:

Assisted the instructors preparing class lessons
Helped students achieve their academic goals tutoring students outside of class with individual subjects
Assisted program achieve 100 students served
Helped 32 students achieve their GED