Jacob Cisneros Email & Phone Number

Los Angeles Metropolitan Area

• Provide regular cadence of basic end user technical training
• Provide an exceptional customer service experience as the on-site representative of Agiliant and the in-person Help Desk point of contact at the headquarters office
• Be the eyes and ears of Agiliant at customer site – pass along requests, recommendations, and opportunities for improvement for the greater Agiliant team to action on
• Building relationships with the client’s internal IT points of contact and staff members
• Sitting day-to-day at the organization headquarters, with occasional visits to properties to perform IT support
• Respond to incoming customer tickets, emails, chats and calls

Washington, District Of Columbia, United States

Federally contracted with The Equal Employment Opportunity Commission, EEOC.Help migrate users from Windows 7 to Windows 10Provides systems support and business (functional) assistance to users for tickets that cannot be solved under Tier 1.Review and validate that the problem requires escalation to Tier 2, begin troubleshooting of the reported problem.

Washington D.C. Metro Area

Federally contracted with The Equal Employment Opportunity Commission, EEOC.Provide technical support for the EEOC Public Portal and applications to the general public for the ITHelp desk.Selecting and populating the appropriate incident ticket fields with information regarding the affectedapplication, environment, and subject description.Recording problem.

Falls Church, VA

Federally contracted with Department of Homeland Security, FEMA.Effectively managed a high-volume of inbound calls.Defused volatile situations calmly and courteously.Managed calls effectively and efficiently in a complex, fast-paced and challenging call centerenvironment.Addressed and resolved complaints empathetically and professionally.Upheld strict.

Rancho Cucamonga, CA

Set up and configured hardware and software on company equipment including Microsoft Office.Resolved computer hardware, software, and printing issues.Repaired and replaced hardware, including Desktop PCs and retail table tennis training equipment.Ordered necessary supplies and parts to repair malfunctioning hardware.Upheld company policies, technical.