Daniel Benitez De Luna Email & Phone Number

Albuquerque, New Mexico, United States

Responding to inbound inquiries:-Answer phone calls and live chat messages from users experiencing technical issues.-Effectively gather information and diagnose problems related to hardware, software, network connectivity, and applications.-Provide clear and concise instructions to guide users through troubleshooting steps.Managing offline tickets:-Process and prioritize tickets submitted through email or online portal.-Analyze and prioritize high-severity, escalated tickets within the offline queue.-Investigate issues independently and research solutions based on knowledge base resources and internal procedures.-Collaborate with internal teams like IT specialists and network engineers to escalate complex issues and ensure timely resolution.Knowledge Base & KCS:-Effectively use the knowledge base as the primary resource for resolving user inquiries.-Contribute to the improvement and expansion of the knowledge base by: -Documenting solutions to resolved tickets in a clear, concise, and accurate manner. -Identifying opportunities to create new knowledge base articles based on recurring issues. -Reviewing and updating existing articles to ensure accuracy and relevance.-Adhere to KCS principles to promote knowledge sharing and continuous improvement.Documenting and reporting:-Maintain accurate records of all interactions and resolutions in designated tracking systems.-Analyze trends and identify opportunities for improvement in service delivery.-Generate reports and provide feedback to management on key performance indicators.Maintaining a positive and professional demeanor:-Deliver exceptional customer service with a friendly and helpful attitude.-Remain calm and composed under pressure, while prioritizing efficiency and accuracy.-Actively learn and adapt to new technologies and procedures.

Albuquerque, New Mexico, United States

-Create an exceptional customer service experience by bringing your polished communications, patience and empathy to the customer.-Resolve in-depth technical P.C. software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures. (Microsoft Office, Win10 VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony etc.).-Provide trouble shooting assistance to clinicians, doctors, nurses and other caregivers and ensure their inquiries are resolved effectively.-Effectively use remote assistant tools, including knowledge base, to diagnose customer issues to resolved within target time limits

Albuquerque, New Mexico, United States

-Provided technical support for printers, including troubleshooting hardware and software issues, refreshing devices, and updating drivers to ensure optimal performance.-Interacted with customers in a professional and courteous manner to understand their technical needs, provided guidance and assistance, and ensured customer satisfaction.-Conducted troubleshooting of documents to identify and resolve formatting issues, printing errors, and software compatibility problems.-Ensured timely delivery of high-quality documents.

Albuquerque, New Mexico, United States

-Perform all compounding calculations: batch record calculations for final batch weight, API amount required, basic metric conversions, and weigh and measure raw materials-Assemble and prepare equipment and materials for compound ensuring certificate of analysis is obtained for materials used and checked against requirements of MBR-Clean compounding formulation equipment/vessels, and maintain general cleanliness of area and equipment to ensure optimal operation and aseptic production-Compound bulk solution of product using costly materials in raw bulk including hazardous chemicals such as cytotoxins, carcinogens, mutagens, teratogens, acids, bases, and flammable liquids and gases

Computer Science

Chemical Engineering, Sophmore

Activities and Societies: American Institute of Chemical Engineers Car Team Hispanic Engineering and Science Organization SHPE (Society.