Alejandro Mora Email & Phone Number

Costa Rica

Costa Rica

La Aurora, Heredia

As a Global Helpdesk agent, I provide technical support for Microsoft employees on tools like: VPN, Internet Browsers, Microsoft Intune Enrollment, MS Office including Outlook, Teams, Excel, PowerPoint, OneDrive, Word, etc., networking and Windows 10 environment. Right now, my focus is to assist with different work chats, where I provide agents with troubleshooting steps and approve escalations to second level support teams. In addition, I follow up with users with pending or aged cases in order to provide the best solution for their issues. Windows OS environment.Office 365.Virtual Machines.Domain join.As part of the GHD agent responsiblities a ticket has to be created documenting all the troubleshooting steps performed to resolve the request. Working as a liason for employees with other support groups. Review and provide feedback on our knowledge database to make sure it is up to date with the best steps for cases resolution.

Heredia

Initially hired as a Global Helpdesk specialist to support internal colleagues over the phone, email and chat, with different IT related requests and issues. Requests were registered through a ticketing report system to classify it according to the request's type and the technology supported. The ticketing tool also allowed specialists to escalate tickets to other support level when required and assign a service level agreement according to the request’s urgency. As an agent some of the technologies I supported were the following:• Windows 7 and 10: Programs installation, basic maintenance, updates, connectivity issues, basic active directory tasks to manage passwords and login issues.• Microsoft Office Professional: Installation and repair, FAQs, including Think-Cell addin for PowerPoint.• Cisco Webex: Account creation, login and connectivity issues.• VPN: Juniper network installation and connectivity problems.• Box: Login issues, FAQs and missing files escalations.• IOS Mobile devices through an enterprise application and FAQs.Rapidly promoted due to strong performance and collaboration towards other team members to a coach position. As a coach I would oversee a group of new hires during the first six months at the company to guide them and help them understand the firm’s environment and mindset, by providing feedback and helping them through their learning curve. Moved to an IT trainer position where I had the chance to work directly with other trainers from all the regions remotely. Delivered and designed training for both consultants and non-consultant colleagues with emphasis on analytics applications like Excel, Alteryx and Tableau, but also other apps like PowerPoint and Word.Some of my achievements were: • Rebranded the training materials image.• Helped to position Mexico’s office as number one user of new analytics tools around the firm.• Created instructional videos and training to adopt a new purchase system at the firm.

Costa Rica

Hired for six months to close client accounts at Hewlett Packard. Supported internal colleagues from two different clients with any IT question they had.• Quickly learned the different processes to help clients with their questions, and allowed colleagues to move to other accounts.

Costa Rica

Selected the product that best suited our customers’ requirements, prepared the offers and track all related processes.

Costa Rica

Helped customers with the equipment they purchased from the company, fixing broken equipment and providing the customers’ technicians with best practices and basic maintenance steps to keep the equipment up and running.