Daniel Maserrat Email & Phone Number

Toronto, Ontario, Canada

• Provide exceptional customer support by responding to an average of 40 incoming calls daily and effectively resolving customer issues• Ensure compliance with the SLA by resolving a minimum of 80% of tickets within the same business day• Conduct troubleshooting by utilizing diagnostic techniques and asking relevant questions• Provide top-tier technical support at the network level, encompassing WAN and LAN connectivity, routers, firewalls, and security measures• Provide implementation and support services for essential remote access solutions, including VPN, remote desktop services, and Citrix, to the customer database• Regularly maintain system documentation within the ticketing system• Proficient in setting up and troubleshooting equipment including PCs, servers, firewalls, switches, and mobile devices

Toronto, Ontario, Canada

• Communicated clearly and effectively with users and staff on issues, solutions, and follow-up actions to ensure excellent customer service and user satisfaction• Addressed and resolved hardware and software issues in a timely manner• Trained new hires on company policies and procedures, system usage, and customer service best practices to ensure successful onboarding and integration into the team• Opened and closed the store, following all standard procedures and ensuring a clean and organized work environment• Provide support to users on all approved computer applications and hardware

Toronto, Canada Area

Toronto, Ontario, Canada

• Provide leadership to new hires and support management in ensuring training gaps are addressed and workload is evenly distributed Facilitated product/delivery requirements for 50+ vendors• Produced daily/weekly reports, monitored and tracked packages through a database, and generated tracking reports in Excel• Utilized extensive experience in customer service and support to resolve disputes and delivery issues, even with difficult or irate clients• Ensured workstation security, including the security and confidentiality of sensitive information and compliance with Penguin's health and safety protocols.• Provided leadership to new hires and supported management in addressing training gaps and distributing workload evenly

Gangnam-Gu, Seoul, Korea

• Conducted private tutoring sessions for advanced students, tailoring the education and training to their skill sets and abilities, resulting in a +95% success rate• Instructed a classroom of 15 to 25 students ranging in age from 10 to 20 years old• Prepared training material and course outline proactively to ensure the class schedule remained on track• Created engaging exercises to maintain the students' focus and involvement, making the learning process enjoyable

Toronto, Canada Area