Jesus Solis Email & Phone Number

Houston, Texas, United States

- Provided remote and on-site support for proprietary and third-party hardware, software, and networking equipment including Cisco VoIP hardware, Microsoft 365, Microsoft Azure, Active Directory, Exchange Online, Adobe, and more.- Trained new associates with the processes surrounding the various tasks in the multiple roles of the position, including following the standard operating procedures and how to properly document changes.- Meticulously tracked tickets in multiple queues and managed work based on business demand.- Recognized by leadership for consistently maintaining productive time in the top percentiles while on help desk rotations.

- Fielded phone, email, chat and social media inquiries on a wide variety of tops including order processing, product features and operation, complaint resolution, troubleshooting and repairs, and billing. - Maintain documentation of customer inquiries and responses for future reference and analyzing. - Organized and sorted training and product materials in order to facilitate helping customers.

Houston, Texas, United States

- Diagnosed, troubleshooted, and resolved a range of software, hardware, and connectivity issues. - Managed customer expectations with real world possibilities and reconciled any issues while promoting myself in my community. - Maintained a database of customers with pertinent information on repairs and orders in progress and completed.

- Fielded phone calls and emails as the last point of contact for customers and documented the interactions for future use. - Organized and sorted customer comments and presented them weekly in team meetings. - Maintained one of the lowest escalation rates in the company at sub 5% as a Tier 1 advisor.