Carlos Pérez
Buenos Aires
Summary
Proven Technical Support Analyst, adept in technical troubleshooting and fostering customer satisfaction through empathetic support. Excelled in incident handling, and enhancing system uptime. Skilled in team collaboration and adaptability, ensuring seamless IT operations and user support.
Overview
3
3
years of professional experience
Work History
NOC Operator / Command Center Operator
Fiserv
03.2021 - Current
- Incident Handling: Managed a high volume of incoming support requests through phone, email, and chat, addressing and resolving basic technical issues related to hardware, software, and network connectivity.
- Troubleshooting: Utilized diagnostic tools and knowledge base resources to troubleshoot and resolve common IT problems, including login issues, software installation errors, browser issues and password resets.
- Ticket Management: Logged and tracked support tickets in the company’s ticketing system, ensuring accurate documentation of issues, resolutions, and follow-up actions. Prioritized and categorized incidents to streamline workflow and enhance response times.
- User Support: Provided first-level support by receiving in coming calls, emails and chatting with end-users offering clear and empathetic communication while guiding them through problem-solving steps and ensuring a positive customer experience.
- System Monitoring: Monitored IT systems and applications for potential issues, performing routine checks.
- Escalation: Identified and escalated more complex or unresolved issues to Level 2 support or specialized technical teams, ensuring timely and efficient resolution of advanced problems.
- Training Assistance: Assisted in onboarding new employees by providing initial IT training and orientation on company systems and tools, ensuring a smooth transition and effective use of IT resources.
Education
Information Technology
Coursera
11.2023
Computer Programming
Freecodecamp
06.2024
Skills
- Technical Troubleshooting
- Customer Service
- Problem-Solving
- Ticket Management
- System Monitoring
- Team Collaboration
- Basic Networking
- Time Management
- Adaptability
- Empathy and Patience
Languages
Spanish
Native language
English
Proficient
C2
Timeline
NOC Operator / Command Center Operator
Fiserv
03.2021 - Current
Information Technology
Coursera
Computer Programming
Freecodecamp
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