Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Cesar Hidalgo

Brooklyn,NY

Summary

Experienced Technical Support Specialist with over five years of expertise in providing top-tier customer service and technical support. Proficient with Office 365 and adept at resolving hardware and software issues across various devices. Recognized for exceptional critical thinking skills and a proven ability to tackle complex problems effectively.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Tech Support Manager

Pyle USA
02.2019 - Current
  • Delivered rapid and effective support, handling over 8,000 monthly tickets, enhancing agent response times by 75%, reducing resolution times by 50%, and boosting customer satisfaction by 40%.
  • Trained and supported remote team of 41 technical support representatives, significantly enhancing their skills to deliver high-quality customer experience.
  • Managed Zendesk systems, created automations, triggers, and configured user accounts and permissions to optimize workflow.
  • Successfully handled complex, escalated customer issues, maintaining high customer satisfaction and service integrity.
  • Developed and deployed Python automation scripts to streamline operations and reduce manual workload across various tasks.

Help Desk Technical Support

Kazak Online Group
11.2017 - 01.2019
  • Managed approximately 25 incoming calls and emails per day from internal employees.
  • Provided support to system users and assisted with any system-related queries and problems, this includes training users on new systems or software applications
  • Effectively diagnosed and resolved software issues, including troubleshooting common problems with Microsoft Office, Adobe Creative Suite, and Microsoft Teams, ensuring robust functionality and optimal user efficiency across organization
  • Diagnosed and resolved printer issues, including network connectivity, driver compatibility, and hardware malfunctions, ensuring reliable and efficient printing capabilities across organization
  • Created, modified, and deleted user accounts and managed their properties
  • Applied software updates and patches to ensure all machines operate efficiently and securely
  • Set and modified permissions to ensure security and proper access to files and network resources
  • This involves configuring group and user access rights and permissions.

Education

Business Administration -

Borough of Manhattan Community College
New York, NY
01.2014

Skills

  • Active Directory
  • Microsoft Office 365
  • Systems administration
  • Python scripting
  • Operating systems (Windows, Linux, Mac)
  • Remote Desktop
  • Virtualization
  • Computer networking
  • VPNs and proxies
  • Data management and recovery
  • Cyber Security
  • Network Troubleshooting

Certification

  • CompTIA A+ Certified, 04/01/24
  • Google IT Support Professional Certified, 02/01/24

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Tech Support Manager

Pyle USA
02.2019 - Current

Help Desk Technical Support

Kazak Online Group
11.2017 - 01.2019

Business Administration -

Borough of Manhattan Community College

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Cesar Hidalgo