Cesar

IMG Level 2 Desktop Support / Office 365 Exchange admin Administrator

Responsible for Monitoring Asset Management, Equipment request, Reimaging laptops, Hardware setup Docking station VPN, Microsoft 365 Licenses, Office E1 E3 E5 licenses, Configuring New Desktops, Routers, Modems and similar devices, performing Routine inspections and upkeep of existing installations, Configuration of RSA authenticators, MFA both User, and Admin access, Troubleshooting both basic, Extended, Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Macbooks, Desktop, Multi-functional devices (MFD), Mobile & Tablets)

Senior RDS Representative Coordinator Level 2

Responsible for Service ticket creation / assignment/ categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW, Responsible to acknowledge tickets reported by SD through Calls/Chat/Email/Portal during the assigned period, Follow KEBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the Incidents, Ownership of the ticket until support taken from other resolver groups, Routing of tickets to other resolver groups, Proactive ITSM Tool queue management, Identifying the trend of calls / tickets and highlighting it to SME / TL / Incident manager as applicable for Outage confirmation, Tracking resolution and updating KB, Call back the user and confirm resolution (wherever applicable), Provide status updates on the Problem ticket, Provide status updates on the Change ticket, Escalation Coordinator for Backlog tickets, P2 level tickets, also GOTC Outage Tickets

General incident management Access management by proper utilization of FIM, MIM, AD consoles, General L1 support for hardware and MS Office packages, Advance technical support for in-house applications and developments, Answer technical support calls providing and escalating to other support groups, Provide support based on email generated requests or reports, Document troubleshooting steps and detailed description of the customer incidents and requests, Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures, Back log tickets follow ups and Floor support On Chat Microsoft Teams, Responsible for p2 Tickets creation and Escalations.

Real Estate Analyst

Used to handle calls to educate and show to customers Activities, Responsible for creating and assigning tickets for Sales Representatives among the different companies that use to make business with CoreLogic, Responsible for delivering monthly usage reports, invoices and explaining charges, Responsible for delivering Tech Support through IE, Google Chrome, and Mozilla Firefox, Troubleshooting of platforms and browsers, Responsible for creating tickets for Users and accounts that found issues when performing a search or making use of the product, Responsible for taking calls and email escalations interacting directly with clients, Used to provide feedback on regards to quality procedures with agents that were part of the Customer Service/Emails/Invoice and Monthly reports delivery.

CSR * Customer service representative

Helped customers with inquiries about their personal accounts, Educated customers on accounts that would benefit them, Online Technical Support, Troubleshoot the Bank of America website, Fixed the various problems that the customer had such as making payments, adding information from other banks, process transactions, mortgage payments, credit card issues and several other issues, Worked with 32 different systems and used them as tools to solve the customer’s problems, Always resolve the customers' issues, Guide the customers through the Bank of America site to self-service the problems.