Remedy
Disney Castellano
Systems analyst
Orlando,Florida
Overview
5
5
5
5
Siebel
5
5
Service Desk
1
1
SAP
5
5
SQL
Work History
Level 1 Helpdesk Agent
Digitelcorporacion
Venezuela, Caracas
06.2004 - 11.2009
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Logged support tickets and closed when issues were resolved.
- Prepared references for users by writing clear operating instructions.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided on-call support for critical issues related to [Software].
- Managed high levels of call flow and responded to technical support needs.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Resolved technical issues by troubleshooting.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
Level 1 Helpdesk Agent
Soporte Profesional Integral
Venezuela, Caracas
01.1999 - 05.2004
- Logged support tickets and closed when issues were resolved.
- Provided basic end-user troubleshooting and desktop support.
- Documented support interactions for future reference.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Activated accounts for clients interested in new services.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Maximized use of hardware and software by training users and interpreting instructions.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Level 1 Helpdesk Agent
Corpbanca Bank
Venezuela, DC
07.1993 - 11.1998
- Monitored system performance in order to detect any potential issues before they occurred.
- Identified areas of improvement within the helpdesk process and suggested changes accordingly.
- Provided technical assistance to customers by troubleshooting hardware and software issues.
- Analyzed user information in order to identify underlying problems and develop solutions accordingly.
- Developed comprehensive documentation of all helpdesk activities including incident resolution records.
- Diagnosed and resolved technical hardware and software issues for customers over the phone or via remote access tools.
- Assisted with basic network administration tasks such as adding new users, resetting passwords and configuring accounts.
- Responded to incoming calls, emails and tickets from customers seeking technical assistance.
- Performed regular maintenance checks on computers in order to prevent future problems.
- Tracked progress of open tickets using the ticketing system until resolution was achieved.
- Investigated root causes of incidents in order to provide more effective solutions.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Assisted customers by troubleshooting and resolving technical problems.
- Managed user profiles, security access and shared file structures.
- Logged support tickets and closed when issues were resolved.
- Provided basic end-user troubleshooting and desktop support.
Education
BBA - Computer Engineering Technology
IUTIRLA
Venezuela 01.1997 - 11.2000
Skills
- Software Installation
- Password Resets
- Hardware Configuration
- Remote Support
- Incident resolution
- Escalation procedures
- Virus Removal
- Software Updates
- Ticketing systems
- Customer Support
- Technical support services
- Help Desk Software
- Application support
- Application installations
Summary
Innovative Help Desk Analyst with [Number] years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to [Number] workstations. Personable communicator while assisting with technical issues and training. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Competent Help Desk Analyst with expertise in prioritizing multiple tasks while providing quality technical assistance. Well-rounded system administrator with an interest in consistently learning new skills. Willing to travel to resolve technical support issues off-site.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
Spanish
Native language
English
Intermediate (B1)
B1
Interests
HelpDesk
Timeline
Level 1 Helpdesk Agent
Digitelcorporacion
06.2004 - 11.2009
Level 1 Helpdesk Agent
Soporte Profesional Integral
01.1999 - 05.2004
BBA - Computer Engineering Technology
IUTIRLA
01.1997 - 11.2000
Level 1 Helpdesk Agent
Corpbanca Bank
07.1993 - 11.1998