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Jesus
Technical Solutions Leader with 10+ years in IT and customer support
Video resume
Contacto
Competencias
Experience linking agents with client needs via CSP Cloud base platforms to ensure effective communication.
Applied ITIL principles to manage support requests, ensuring SLA adherence and service quality.
Provided immigration status support and customer onboarding through calls, emails, and chat interactions.
Utilized ServiceNow Ticketing System and Microsoft 365 in daily support operations.
Experience coordinating deliveries and managing multiple dispatch requests to optimize workflow.
Educacion
Idiomas
Resumen
Experienced in IT support, cloud platforms, and customer service with a focus on communication, problem resolution, and process improvement.
Logros Clave
- Led a Proof of Concept (POC) linking dispatch teams, engineers, and managers to enhance communication and meet KPIs at IBM.
- Supported customers with immigration legal status, successfully onboarding clients through detailed probing questions and scheduling processes at HRPV.
- Provided first-level IT support utilizing ITIL frameworks, balancing resolution and quality metrics to meet client SLAs at NTT Data Services.
Experiencia
Technical Solutions Leader
As a POC between Dispatch Team, Field Engineers and Territory Managers, our role is to link RTS agents with our client’s needs via CSP Cloud base platforms and software tools to ensure prompt communication and follow-up to secure NPS as one of our highest averaged KPI’s as well as other contractual...
Intake Specialist
Provide our customers with immigration legal status support via phone call, emails and chats with social media software applications., As an intake associate, we welcome the customer to the immigration services we offer and sell the value to ensure their interest after filtering with probing...
Help Desk
First level support as a Generalist via Inbound calls, emails and chats, with an ITIL Foundations perspective, we resolved L1 support requests with FCR emphasis and redirected further levels of assistance or escalations with ServiceNow Ticketing Systems managing to balance AHT and QA as focus...