Experienced in IT support, client service, and account management with a strong focus on resolving technical issues and enhancing user satisfaction. Proven ability to handle complex support cases, coordinate hardware/software deployments, and train users across diverse environments.
Provided hardware, software, and network troubleshooting for POS systems, databases, and network devices in various roles.
Handled customer inquiries via phone, chat, and email across multiple sectors, consistently maintaining high service ratings.
Managed and resolved support tickets and cases for Cisco, PepsiCo, and internal clients, ensuring follow-through from start to resolution.
Utilized Microsoft Office, SAP Ariba, and other tools to support tasks such as supplier onboarding and data management.
Guided suppliers through onboarding processes on SAP Ariba and supported user training and system updates.
Global Business Technologies, LLC
First contact for Level 1 support for POS users in Texas., Resolved stuck transactions in SQL databases., Installed POS software and updated systems., Performed network and pin pad troubleshooting., Managed helpdesk tickets and trained new users.
Uber
Transported passengers daily using GPS navigation., Maintained a safe and clean vehicle., Consistently received high service ratings.
IKUSI
Managed service tickets for PepsiCo LATAM., Coordinated hardware replacements and onsite support., Submitted cases to Cisco (TAC, RMA, DOA)., Scheduled remote router/switch configs., Maintained ownership of tickets from start to resolution.
Regus
First point of contact for clients and visitors., Managed daily operations and service requests., Handled internal/external communications and switchboard.
Helixx BPO SA de CV
Guided suppliers through onboarding on the SAP Ariba Network., Trained suppliers in billing, sourcing tools, and compliance., Explained Ariba fees, discovery, and sourcing features.
Schneider Electric
Supported US and Canada HR/payroll inquiries., Calculated Social Security, Medicare, FUTA, and SUTA taxes.
Arvato (Microsoft)
Assisted developers with MSDN access and downloads., Managed password resets, account associations, and support tickets.
Diestel
Hispanic Teleservices Corp. (MCI)
Promoted to Escalation Desk within 5 months., Handled complex customer issues and supervisor calls.
Technician in IT
Technician in Information Security
High School Diploma
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