Luis Soto Email & Phone Number

Costa Rica

As a skilled ServiceNow Operations Specialist, I have extensive experience configuring ServiceNow to meet the specific needs of my organization. I specialize in creating and maintaining record producers, services, service offerings, knowledge articles and catalog items, and I'm adept at troubleshooting dynamic routing scripting issues. I have a keen eye for detail and generate custom analytic reports that provide valuable insights into organizational data. Key Responsibilities: • Creation, Configuration and maintenance of ServiceNow Record Producers, Services, Service Offerings, Knowledge Articles and Catalog Items.• Troubleshoot basic/medium dynamic routing scripting issues.• Creation of Interactive Reports.• Collaboration with teams during the onboarding of new Services, Maintain process-specific training materials, and support compliance activities.• Maintain continuous improvement initiatives based on KPIs.• Manage a community of practice for support processes and solutions.• Ensure data element integrity and compliance with standards.

Costa Rica

As a Senior Service Desk Agent, I was responsible for managing access and troubleshooting issues for internal and external users. I provided first-level support for Roche-approved software and hardware, ensuring alignment with global and regional practices. Additionally, I provided first-level support for Google Suite and Microsoft Office.Key Responsibilities:• Troubleshoot issues and manage access for internal and external users.• Provide first-level support for Roche-approved software and hardware, aligned with global and regional practices.• Provide first-level support for Google Suite and Microsoft Office.• Instruct internal and external users on how to properly use Roche/Genentech tools and services.• Work with global and regional teams to develop new knowledge articles for the Service Desk database.• Collaborate with leadership teams to improve processes and KPIs.• Maintain knowledge articles for the Global IT Service Desk.• Open, close, and track the progress of incidents throughout their lifecycle, including long-term tickets through various communication channels such as phone, chat, email, and internal portal.• Escalate incidents that cannot be resolved by the first level over to the second level support.• Act upon feedback from quality reviews to impact direct support resolution more efficiently.• Build technical expertise and keep up-to-date to assist internal and external users for timely issue resolution.

Costa Rica, Mexico

• Technical assistance with setup and troubleshooting of software, hardware, equipment and infrastructure.• Manage Spiceworks ticketing system for internal employees and third-party independent consultants.• Discuss and implement technical solutions to possible hardware/software issues. • Efficiently research issues to implement appropriate resolutions. • Install computer peripherals for users. • Creation of new users, groups, and distribution lists. • Subject Matter Expert for Office 365 services. • Communicate technical information, both verbal and written, to a wide range of end users.• Provide configuration and support of e-mail accounts for internal end-users and consultants using Microsoft Outlook 2007-2016, Windows Mail, Mac Mail, Android, and iOS. • Maintain integrity of sensitive client data while adhering to security best-practices. • Development of technical support material that supports solving the customer’s issue via self-service model.• Created and conducted technology trainings for end-users on Office 365 technologies.

Costa Rica

• Developed new training strategies to speed up the learning process. • E-learning development and design. • Training course, material and agenda implementation for Customer Service (From Scratch) • Training Videos with Voice Over implementation for E-Learning (Adobe Premiere and Camtasia) • New learning techniques implementation (Kirkpatrick Model.) • Work from office and home (when needed.) • Daily training reports (ScoreCard and Warnings)

• Provide a second level of technical support to Wacom customers in Canada, the United States, and Latin America. • Maintain mastery of Wacom products and related software applications commonly used with the product (such as Adobe Creative Suite, Autodesk, Corel, and Microsoft/Apple pen input features.) • Discuss and implement technical solutions to possible hardware/software issues. • Advanced troubleshooting for different Wacom devices (hardware and/or software.) • Ensure proper escalation and inform leadership team accordingly. • Follow timely escalation process.

• Act quickly to resolve customer issues. • Identify and relate to user’s different technical skill levels, and respond appropriately. • Explain technical terms, issues, and processes clearly over the phone. • Perform logical troubleshooting – ask appropriate questions to get a comprehensive description of the problem, logically check possible causes and identify the root's issue. • Efficiently research issues to implement appropriate resolutions. • Take full ownership, follow through on every issue, and proactively alert leadership of system, tool, network or other issues. • Provide detailed case login.

It Essentials & Cisco Ccna

English Language And Literature/Letters