Lizette Bravo

• Provided exceptional customer service while troubleshooting technical issues for end-users both in-person and remotely.
• Provided exceptional customer service when troubleshooting issues remotely or on-site for clients experiencing difficulties with their oil systems.
• Provided remote support services for clients experiencing technical difficulties, resolving issues efficiently while maintaining excellent customer relations throughout the process.
• Provided remote support for customers located across multiple regions, adeptly addressing diverse needs while maintaining a consistent level of service excellence.
• Delivered exceptional customer service when called upon assist customers troubleshoot issues remotely over phone or email correspondence.
• Provided remote support for customers experiencing difficulties with mobile banking applications, ensuring seamless access to services.

Maintain, analyze, troubleshoot, document and repair computer systems, hardware, software and peripherals.

Support and maintain user account information including rights, security, and systems groups.

Trained employees, identified, analyzed, and repair product failures, orders and replaced parts as needed.

Network connection issues, track and troubleshoot.

Escalate problems and issues to a higher level of support if required to.

Interacted with customers, responding to routine technical questions or requests for information.

• Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
• Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
• Patched software and installed new versions to eliminate security problems and protect data.
• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Monitored systems in operation and quickly troubleshot errors.
• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
• Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.

• Implemented remote desktop solutions to provide offsite technical support for clients efficiently.
• Developed detailed technical documentation to support design decisions and facilitate future modifications.
• Provided technical support for end-users by addressing SQL-related issues, enhancing overall user satisfaction with the application.
• Handled inbound calls and emails for issues reported for such offerings and providing L0 support to them.
• Providing service to IBM customers through call/chat support.
• Sent alert messages to the technicians to provide services to the customers in the stipulated time frame (Service Level Agreement).
• Achieved targets on KPIs such as Customer Satisfaction Scores (NPS),
• .
• Managed support mailbox to ensure that all customer Emails are responded appropriately in defined TAT