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.
• 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.

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.
• 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.

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.

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.)

• 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.

It Essentials & Cisco Ccna

English Language And Literature/Letters