Lesly Perez Email & Phone Number

Irving, Texas, United States

Served as the primary contact for WIM (Wealth & Investment Management) Advisors, handling phone inquiries handling 20-30 calls daily. Utilized ServiceNow as ticketing system to ensure ticket information accurate record of support interactions. Worked and communicated to ensure effective communication and improving understanding and satisfaction.Authenticated users to ensure security and prevent unauthorized access with 2FA using Microsoft Azure. Guided users through self-service steps with password resets for various applications, including Windows Login and Mainframe accounts enabling them to independently resolve future issues and reducing support response times.Supported the migration from Blackberry Apps to Microsoft Intune, resolving mobility issues (iPhone/ iPads / Androids) Utilized Okta, Teams, Workday, and etc support processes, enhancing efficiency and resolving technical issuesQuickly redirected users to the appropriate department for inquiries outside the scope of responsibility, ensuring their issues were resolved with minimal wait time.Escalated tickets as needed, guaranteeing prompt resolution and minimizing downtime for users.

Addison, Texas, United States

Effectively walked end-users through self-service solutions, significantly reducing Tier 1 support callbacks and enhancing overall support efficiency for software and hardware issues.Demonstrated flexibility and multitasking by seamlessly transitioning between phone calls and chat, ensuring prompt responses across multiple channels. Originated and managed 300-400 tickets monthly in ITSM Remedy, diligently each to identify recurring issues and trends.Provided comprehensive resources and guidance to new users, reducing the time spent navigating on their own and ensuring efficient integration into company systems and procedures.Delivered technical support for Microsoft Suite 365 applications (Word, Excel, PowerPoint, Outlook, Teams), enabling seamless access to essential tools and boosting job efficiency across teams.Provided troubleshooting and support for Windows 10 systems, demonstrating a solid understanding of technical concepts and effectively resolving user issues.Troubleshooted and implemented workarounds for company software like CEW, Softphones, and MyPin Armadillo, minimizing downtime and ensuring user satisfaction.Guided users through Authenticator configuration and troubleshooting with self-service options and simple guides, while advising on contacting support for complex issues.Utilized a management platform to administer iPhones and iPads, handling tasks such as password unlocks and device restarts. Provided setup guidance to users and ensured seamless access to bank-issued applications.Provided valuable feedback and clarified processes through detailed questioning, enhancing documentation quality.

Addison, Texas, United States

Dallas-Fort Worth Metroplex

Year Up is a renowned workforce development program that empowers young adults from diverse backgrounds to bridge the opportunity divide by equipping them with the necessary skills, experiences, and connections needed to launch successful careers. During my time with Year Up, I underwent an intensive Information Technology course that blended rigorous classroom training with hands-on professional experience.

Boston, Massachusetts, United States

-Engaged with various career professionals in the field of Health Science, fostering meaningful interactions and gaining valuable insights. -Collaborated with peers to create a PSA addressing critical issues in Public Health, demonstrating effective teamwork and communication skills.-Actively participated in team-building exercises, contributing ideas and thoughts to develop a cohesive and well-organized plan.Engaged in constructive discussions and actively considered feedback and constructive criticism to enhance the quality of our projects.