Ariel Aldair Perez Vasquez
IT Operations Analyst
Summary
Proven IT Operations Analyst and Customer Service Representative with a track record of enhancing system integrity and customer loyalty at Telus International. Expert in hardware troubleshooting and adept at problem-solving, consistently exceeding performance metrics. Skilled in adapting to diverse IT environments, demonstrating exceptional multitasking abilities and a commitment to excellence.
Overview
4
4
years of professional experience
1
1
Certification
1
1
Language
Work History
IT Operations Analyst
Telus International
10.2022 - Current
- Contributed to successful project completion by coordinating closely with cross-functional teams on various initiatives.
- Enhanced data integrity through implementation of rigorous backup strategies and periodic validation checks.
- Maximized user productivity through remote support sessions (beyondtrust and ManageEngine ) that identified, diagnosed, and resolved issues without requiring onsite assistance.
- Managed inventory of equipment, ensuring timely replacement or repair of malfunctioning devices as needed.
- Conducted regular maintenance checks to ensure optimal functionality of devices and systems.
- Minimized recurring technical issues by identifying patterns in reported problems and proactively addressing underlying causes.
- Provided comprehensive support for various operating systems, including Windows, macOS, and Linux.
Customer Service Representative
Telus International
01.2022 - 10.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Teleperformance
01.2021 - 11.2021
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
Technical in Computer Systems - Computer Information Systems
Universidad Pedagogica, El Salvador.
San Salvador, El Salvador. 05.2001 -
Skills
System monitoring
Hardware troubleshooting
Application support
Operating systems
IT service management
Problem-solving abilities
Multitasking
Adaptability
Problem-solving aptitude
Certification
WordPress Web designer
Timeline
WordPress Web designer
01-2024
IT Operations Analyst
Telus International
10.2022 - Current
Customer Service Representative
Telus International
01.2022 - 10.2022
Customer Service Representative
Teleperformance
01.2021 - 11.2021
Technical in Computer Systems - Computer Information Systems
Universidad Pedagogica, El Salvador.
05.2001 -