Crismar Pacheco Email & Phone Number

Surrey, Bc, Ca

Vancouver, Canada Area

• Consistently meet SLAs by providing email support within an online learning platform, resolving technical issues, guiding users through platform functionalities, and assisting with course completion inquiries, while proactively identifying and investigating critical issues for escalation according to procedural guidelines.• Perform quality assurance testing on online courses, identifying and resolving functionality issues.• Enhance the knowledge base by documenting key technical processes, ensuring comprehensive and up-to-date documentation for user support.• Train new hires on technical processes, tools, and best practices, facilitating seamless integration into the team.• Reconcile learner records within the Learning Management System, ensuring accurate tracking and reporting.• Applied HTML/CSS to modify interactive online courses, ensuring functionality and user-friendly design.

Venezuela

• Resolved second level help desk tickets for hardware, peripherals, network connections, and external software in a Windows environment with 500+ users, maintaining above 90% of positive user feedback.• Contributed to the replacement of 105 outdated computers with new equipment and backup/restore users’ data, completing the project one month ahead of schedule by arranging 5 workstations a day.

Venezuela

-Successfully maintained the current website using HTML, PHP, and CSS, according to service level metrics.-Participated in creating the new management system for the company using PHP/Postgres, which reduced the time required to respond to customers’ requests and improved customers’ satisfaction by 30%.

Venezuela

• Provided first-level technical support for hardware, peripherals, and network connections in a Windows environment, replying to incoming calls and emails meeting the Service Level Agreements (SLAs), supporting 2,000+ internal users.• Identified and escalated issues outside the scope of first level to the second level of support.• Decreased response time by 30% by building a technical support documentation / knowledge base.• Decreased calls by 15% by creating user documentation with step-by-step solutions for common issues.• Trained new hires, providing comprehensive guidance and support to facilitate their seamless integration into the team and ensure their productivity from day one.• Exceeded goals, closing 80% of the tickets on the first call without escalation.

Venezuela

• Replicated, troubleshooted, and resolved second level issues for end-users of Softech Software (ERP), while adhering to the SLA and business services and business services.• Exceeded average metrics by executing 3 processes a day of data migration from many different administration software solutions.

Venezuela

• Provided first-level technical support by phone for 600+ users from different companies with the responsibility of maintenance and repair computers. • Performed hardware troubleshooting, including diagnosing and replacing faulty components• Assembled computers and performed proper installation and configuration of the operating system.• Maintained a daily output of five repaired/assembled computers, above company’s average.• Provided customer sales solutions for PC based environments. Products included: computer hardware, workstations and peripherals, software, and network devices.• Designed and implemented a ticketing system to manage workload and calls volume using PHP/Mysql, which increased efficiency 30%. • Increased efficiency by 20%, collaborating with department manager to redesign ticket handling and dispatching procedures.

Bachelor Of Science In Computer Science Engineering

Associate Degree In Computer Science