Angel Dominguez
IT Technical Support Specialist
San Salvador,El Salvador
Summary
I am a talented Technical Support Specialist with gift for understanding needs of both business an end-users. I am versed and vastly experienced in resolving technical requests regarding SaaS applications, DNS, operating systems (Windows and Mac), servers, networking and office equipment. I possess proven skill in resolving problems quickly on first interaction with ease and patience. In general, I am a detail-oriented, organized and meticulous employee. I work at fast pace to meet tight deadlines. I am an enthusiastic team player ready to contribute to company success.
Overview
9
9
years of professional experience
Work History
IT Technical Support Specialist
SkyCom BPO
04.2022 - Current
- Used ticketing systems to manage and process IT support actions and requests.
- Served as reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured hardware and granted system permissions to new employees.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
Google Workspace Specialist
Telus International
01.2020 - 12.2022
- Assisted Google Workspace administrators in identifying issues and explained solutions to restore application service and functionality.
- Responded to customer inquiries regarding Google Workspace products and provided technical assistance over phone, chat, and email.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Served as reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
CRM Subject Matter Expert
Epay, A Euronet Worldwide
07.2017 - 12.2020
- Managed the organization’s CRM database (incidents, contacts, organizations and knowledgebase).
- Built workspaces for contacts, organizations, incidents and support channels in the CRM system.
- Improved and managed the company’s product and service knowledge base, keeping all content accurate and up to date as well as communicating updates to the customer service team.
- Created custom dashboards for various departments or user groups tailored specifically to their needs.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Representative
Epay, A Euronet Worldwide
01.2015 - 06.2017
- Handled customer inquiries and requests via phone calls and chat for the company's web based payment platform.
- Assisted customers in navigating the company's payment platform and completing online sales, improving overall user experience.
- Troubleshoot technical issues with the company's payment platform efficiently.
- Processed replenishment orders for cards and advertising material to customers.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Associate of Applied Science - Open-Source Software Development
Escuela Superior De Innovación Y Tecnología
San Salvador, San Salvador 05.2001 -
Bachelor of Arts - Teaching English As A Second Language
Universidad De El Salvador
San Salvador, San Salvador 05.2001 -
High School Diploma -
Instituto Nacional Jose Ingenieros
Santiago Nonualco, La Paz 05.2001 -
Skills
Google Workspace and Google Cloud Platform
Microsoft Azure, Windows and Office
DNS Configuration and Management
Technical Support expert
Remote Desktop Support
Mobile Device Management
SaaS Apps Support and Administration
Ticketing System Experience
CRM System Experience
Customer service expert
Analytical Skills
Problem-solving aptitude
Written Communication
Knowledge of Teaching Techniques and Methodologies
Advanced English level
Timeline
IT Technical Support Specialist
SkyCom BPO
04.2022 - Current
Google Workspace Specialist
Telus International
01.2020 - 12.2022
CRM Subject Matter Expert
Epay, A Euronet Worldwide
07.2017 - 12.2020
Customer Service Representative
Epay, A Euronet Worldwide
01.2015 - 06.2017
Associate of Applied Science - Open-Source Software Development
Escuela Superior De Innovación Y Tecnología
05.2001 -
Bachelor of Arts - Teaching English As A Second Language
Universidad De El Salvador
05.2001 -
High School Diploma -
Instituto Nacional Jose Ingenieros
05.2001 -