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

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