Erick Marti Puente
Louisville,KY
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
2
2
years of professional experience
Work History
IT User Support Technician Spanish, Portugues.
Stefanini IT Solutions
Sao Paulo, Sao Paulo
04.2022 - 07.2023
- Assisted with troubleshooting and resolving user issues related to hardware, software, networks, operating systems, applications, peripherals and other technology components.
- Conducted system maintenance tasks such as disk clean up, anti-virus scans and patching of operating systems.
- Managed help desk ticketing system by responding promptly to queries from users.
- Responded quickly to emergency situations that required immediate attention or action.
- Coordinated with internal teams for resolution of escalated tickets.
- Installed and configured new computer hardware and software for users.
- Identified root causes of technical problems by conducting root cause analysis investigations.
- Supported remote users by providing assistance over virtual private networks.
- Analyzed customer feedback about service quality and worked with team members to improve it.
- Performed user account management including creating accounts, resetting passwords and managing access rights.
- Created detailed documentation of processes and procedures related to user support activities.
- Collaborated with external vendors for procurement of IT products and services.
- Provided technical support to end-users via phone, email and in person.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Technical Support Analyst for META
Teleperformance
Sao Paulo, Sao Paulo
07.2022 - 12.2022
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Technical Support Analyst in Spanish and Portugues
Atento Brasil
Sao Paulo, Sao Paulo
08.2021 - 12.2021
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Provided remote support services for clients using virtual private networks or other remote access technologies.
- Responded promptly to helpdesk requests from customers regarding their technical queries or concerns.
Technical Support Analyst for PayPal
Sitel
Sao Paulo, Sao Paulo, Brasil
07.2021 - 11.2021
- Provided timely updates on progress towards resolution of customer issues via email or phone calls.
- Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
Education
Diploma in English Language - Language Interpretation And Translation
Mijail Lomonosov Language School.
Camaguey, Cuba07-2015
Bachelor - Microcomputer Operator For Windows And IT
Computer Club
Camaguey,Cuba 07-2013
Diploma in Portugues Language - Language Interpretation And Translation
Mijail Lomonosov Language School.
Camaguey, Cuba07-2012
Bachelor - Gastronomai
Enrique Hart Polytechnic Institute
Camaguey, Cuba07-2011
Skills
- Application Support
- Software Updates
- System Configuration
- Software Installation
- Remote Support
- Hardware Repair
- Problem Diagnosis
- Technical Support
- Systems Analysis
- User Support
- Microsoft Outlook
- LAN/WAN
- Training Abilities
- Customer Success Management
- Technical Troubleshooting
- Hardware and Peripherals
- Call Center Operations
Languages
Spanish
Native/ Bilingual
Portuguese
Native/ Bilingual
English
Professional
References
References available upon request.
Timeline
Technical Support Analyst for META
Teleperformance
07.2022 - 12.2022
IT User Support Technician Spanish, Portugues.
Stefanini IT Solutions
04.2022 - 07.2023
Technical Support Analyst in Spanish and Portugues
Atento Brasil
08.2021 - 12.2021
Technical Support Analyst for PayPal
Sitel
07.2021 - 11.2021
Diploma in English Language - Language Interpretation And Translation
Mijail Lomonosov Language School.
Bachelor - Microcomputer Operator For Windows And IT
Computer Club
Diploma in Portugues Language - Language Interpretation And Translation
Mijail Lomonosov Language School.
Bachelor - Gastronomai
Enrique Hart Polytechnic Institute
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