JESUS-ALBERTO LEON
Tucson,AZ
Summary
Competent Help Desk Support Specialist well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
8
8
years of professional experience
Work History
HELP DESK SUPPORT SPECIALIST
HealthTrio LLC
10.2016 - Current
- Provided technical assistance to clients with ethical communication
- Responded to customer inquiries via phone and email, ensuring timely and accurate responses
- Resolved technical issues by identifying root causes and performing troubleshooting steps
- Collaborated with IT team members to address technical challenges
- Documented customer inquiries and solutions with attention to detail using JIRA system
- Conducted customer service training for new staff
- Managed a daily queue of 200-300 calls
- Maintained knowledge of software and network systems to provide accurate support.
SENIOR CARE NAVIGATOR
Pyx Health
05.2019 - 08.2019
- Acted as a front-line representative addressing mental health concerns such as loneliness, depression, and anxiety
- Onboarded health plan patients and guided them through app setup and usage
- Provided personalized feature demonstrations and equipped patients to utilize available resources
- Helped numerous individuals access support and care, improving their well-being.
Education
Cosmetology Diploma -
Regency Beauty Institute
Tucson, AZ01.2016
High School Diploma - undefined
Palo Verde High School
Tucson, AZ01.2009
Skills
- Customer Service and Support
- Ethical and Empathetic Communication
- Strong Problem-Solving Skills
- Process Improvement and Innovation
- Analytical Thinking
- Collaborative Team Player
- Quick Learner
- Soft Phone Skills
- Emotional Intelligence
- Proficient in Excel, Word, and JIRA
- Help Desk Software
- Security Protocols
- Remote Support
- Application support
References
References Upon Request
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
SENIOR CARE NAVIGATOR
Pyx Health
05.2019 - 08.2019
HELP DESK SUPPORT SPECIALIST
HealthTrio LLC
10.2016 - Current
Cosmetology Diploma -
Regency Beauty Institute
High School Diploma - undefined
Palo Verde High School
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