Fernando Madrigal
Los Angeles,CA
Summary
Accomplished IT Help Desk Agent at Intratem, adept in remote support and customer service, significantly enhanced issue resolution efficiency. Spearheaded knowledge management initiatives and played a key role in system upgrades, demonstrating exceptional problem-solving abilities and a commitment to professional development. Proven track record in improving user satisfaction and operational productivity. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
8
8
years of professional experience
Work History
IT Help Desk Agent
Intratem
02.2022 - 03.2024
- Implemented knowledge management initiatives, creating a centralized repository for issue resolution best practices.
- Actively participated in ongoing professional development opportunities to stay current on industry trends and best practices in IT support operations.
- Contributed to the implementation of new systems and software upgrades, minimizing disruptions for users.
- Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
- Supported the roll-out of new hardware devices throughout the company by assisting in setup, installation, and user training.
Warehouse Worker
Best Buy
09.2021 - 02.2022
- Loaded, unloaded, and moved material to and from storage and production areas.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
- Reduced order processing times with meticulous attention to order picking and packaging.
Grocery Clerk
Superior Grocers
06.2021 - 08.2021
- Stocked shelves and organized merchandise displays for easy retrieval.
- Rotated grocery products ensuring that expired or spoiled items were immediately removed and adhered to "first in, first out" rule.
- Cleaned and maintained store aisles and merchandise displays to provide customers with positive experience.
- Pleasantly greeted customers and provided prompt and courteous service.
Grocery Associate
Amazon Fresh
02.2021 - 05.2021
- Assisted shoppers in locating desired products, resulting in increased customer satisfaction and sales.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Pleasantly greeted customers and provided prompt and courteous service.
- Trained new employees on store procedures, policies, and best practices, fostering a productive work environment for all team members.
Smart Home Expert
Best Buy
07.2016 - 02.2021
- Enhanced client understanding of smart home devices by conducting informative product demonstrations and answering technical inquiries.
- Mentored junior staff members through on-the-job training, fostering professional growth while enhancing overall team performance.
- Boosted sales revenue with targeted marketing strategies focused on the benefits of smart home technology for various demographics.
- Resolved technical issues promptly and effectively, ensuring optimal performance of installed smart home systems.
Education
High School Diploma -
Bell Senior High School
Bell, CA06.2013
Skills
- Remote Support
- Ticket management
- Software Installation
- Network Connectivity
- Customer Service
- Problem-solving abilities
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
IT Help Desk Agent
Intratem
02.2022 - 03.2024
Warehouse Worker
Best Buy
09.2021 - 02.2022
Grocery Clerk
Superior Grocers
06.2021 - 08.2021
Grocery Associate
Amazon Fresh
02.2021 - 05.2021
Smart Home Expert
Best Buy
07.2016 - 02.2021
High School Diploma -
Bell Senior High School
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