Liha Valladares

Served as primary IT support contact for faculty, staff, students, and alumni, providing assistance via phone and chat.

Resolved over 300 calls and support tickets for 60,000 users, achieving high satisfaction ratings.

Troubleshot diverse issues including network connectivity, software installations, hardware failures, and account access.

Updated and maintained user-friendly chat system messages to enhance communication clarity.

Collaborated across departments to efficiently resolve complex technical problems.

Documented all support cases in ServiceNow, escalating issues as necessary for thorough follow-up.

Utilized AWS portal for managing call and ticketing systems, ensuring precise documentation.

Trained in phone etiquette, Bomgar remote support, SailPoint, Windows systems, and Office 365 troubleshooting.

Delivered exceptional customer service by engaging customers to identify needs and recommend products.

Maintained store appearance through restocking shelves, merchandising displays, and ensuring cleanliness.

Leveraged interpersonal skills to address inquiries, resolve issues, and enhance shopping experiences.

Spearheaded development and implementation of an innovative inventory management system, streamlining stock tracking.

Demonstrated adaptability in managing sales booths across multiple venues for consistent brand representation.