I am part of the first local help desk based out of Monterrey to provide support to GE employees worldwide. Support was provided via Chat (2 chats or more at once), via telephone and via Email. Some activities are: -Activated accounts/applications and licenses for Microsoft Office, such as Outlook, Excel, Word, Teams, Skype, etc. -Handled new phone calls and follow up calls using Avaya One X Communicator. -Activated VPN accounts using RSA and PingID method, as well as provided support when having issues connecting to our VPN client. -Helped activate new mobile devices (iOS and Android) and configured devices up to company's security policy. -Assisted with MDM (Mobile Device Management) for iOS and Android mobile devices using Mobile Iron consoles. For company owned and personal mobile devices. -Assisted set up new computers for new employees as well as existing users (done remotely and in person.)-Used remote assistance tools such as Log Me In (LMI), Teamviewer, Remote Desktop Protocol, Virtual Machines, etc. -Managed AD (Active Directory) and domains for activation of new accounts and users. Also provided support in reset of passwords. -Generated new tickets and incidents via ServiceNow (ITIL license) as well as Support Central, also used other platforms. -Performed incident management (ITIL) to verify correct assignment of tickets and worked effectively in backlog to ensure ticket resolution was provided swiftly. -Provided follow up for hardware requests and inquired for computer hardware tickets with vendors (Dell, Lenovo, Yubico, etc), as well as confirmed warranty validation of devices. -All while maintaining a high QA (Quality) score, high FCR (First Contact Resolution) metric, a high NPS (Net Promoter Score, known as "Surveys"), a low (fast and effective) AHT (Average Handle Time), a very productive ACD (Average Chats per Day) and exceeded expectation in many other metrics.-Worked and improved on KPI's and SLA's of the daily operation.

Provided IT support to McDonald's restaurants based in USA. Support was provided in Spanish and English, mainly via telephone but also via Email. Activities: -Calls were received inbound as well as did outbound calls via Avaya CMS client.-Remoted via Virtual Machines and RDP to the store's equipment such as POS (Point of Sale) registers, digital menu boards, back office servers (BOS), etc.-Provided remote support, instructed Store personnel to perform hardware troubleshooting with devices such as card readers (PED's), POS, Monitors, printers, etc.-Assisted with administrative assignments such as store opening, store closing and end of business days activities, which include making sure all money from registers matches the POS server and inventory (boxes of merchandise and food).-Provided administrative assistance with payroll inquiries (POS missing money) and new employee account's AD accounts (Active Directory) for proper logging into each register at the store (POS).-Assisted in manually entering daily sales and inventory in the case of internet or power outage which resulted in a sales being entered manually (offline).-Assisted in set up of KVS controllers, registers, BOS Servers, Point of Sale Servers as well as performed re-images and performed windows partitions.-Provided assistance with MS Office package installation such as Outlook and also provided support to Webmail.-Maintained high level of professionalism as well as exceeded in QA scores, exceeded in monthly scorecard metrics (Average Handle Times), CSAT (Surveys), among many other metrics to become a top performer in our hub.-Worked to become a CSR (Customer Satisfaction and Research) which meant speaking directly with Regional McDonald’s directors and Franchisee owners to attend urgent matters and review situations unresolved or not resolved satisfactory with the help desk. -Generated incidents and requests and incident management via ServiceNow (ITIL licenses).

Tel3 Provides international calling services for customers in the US and Canada. We dealt with calls regarding billing, new sign ups (sales) and technical support with our App. Besides taking calls we also replied directly to emails from customers and emails with the IT department in case of a technical issue with a customer’s phone call.

We provided support to Netflix customers globally via English Chat, answering 2 chats at a time. Technical support for all devices; such as Smart TV’s, streaming players, set top boxes, Mac’s, tablets, smartphones (Android and iOS)and many more. We also answered billing and content acquisition inquiries, in detail the copyright and licensing laws. I also reached a Team Lead role aiding to my assigned team.

Provided over the phone support for customers based in Florida state. We provided technical support for Cable service and supported set top boxes, modems, as well as network switches. We provided billing assistance and offered some sales. Support was given in both English and Spanish.

Englishtown is an online English school. We provided technical support for our online platform and over-all clarified any inquiries regarding our service, billing and general questions. Support was provided over the phone and also we via supported user's requests via email. Support was given in both English and Spanish. The job also required some sales.