Victor Duro Email & Phone Number

Madrid Area, Spain

Madrid, Community Of Madrid, Spain

• IT Problem solving: resolving tasks over 75% first time fix issues• Telephone guidance: Explaining new joiners software request, installation and profile setup.• Assisting users with software installations and network drive permissions, tracking request and follow up incident• Software deployment and resolution of any issues related to profile, computer performance or installed softwareo Trading applications: Bloomberg, Star, Soho, Business Objects and other web based applicationso Primary support for Operating Systems Windows 7,10, Citrix /Wyse, HVD, VMWareo Email clients :Lotus Notes 8,Outlook 2010, Office 2002/2010o IE 9, Firefox, ExceI API addins, Java, Oracleo Mobile technology: BYOD Good, iPad/iPhones, BES Blackberry

London, United Kingdom

• Providing Support to internal staff and external customers• API performance monitoring and analytics using tools like Triometrics, Cloudflare, Soap UI.• Running SQL queries to collate information from Miki Travel's databases• Agile methodology, attending ScrumofScrum meetings • Analyse XML and Json booking• Pre & post implementation for Miki Travel clients• Maintaining and creating documentation for the IT support team on Confluence

London, Reino Unido

As the first point of contact for customers, I am responsible for providing the highest quality customer service via phone and email. Accountable for carrying out investigations and providing solutions to various customer queries using my excellent troubleshooting capabilities and first-class communication skills. My main responsibilities include:• Provide Level 1 customer support for all SiteMinder cloud based products and services (Channel Manager, Booking Engine, Web editor and PMS) to internal and external customers in an efficient manner. • Ensure cases are resolved or escalated in accordance with the company's SLAs and individual KPI’s.• Understand XML terminology in order to troubleshoot cases. • Update our knowledge platform Confluence proactively.• Ensured all tickets are accordingly logged in the CRM Salesforce.• Diagnose and troubleshoot hotelier's web connection to channels and channel manager connectivity issues

London, Reino Unido

• First point of contact with customers effectively by phone, email and chat rooms in English and Spanish• Responsible for support and troubleshooting of the Corporate server and network SQL infrastructure.• Work on the trouble tickets raised by users and resolve them within reasonable timeframe.• Lebara Customer Service’s Awards in 2014: “UK Customer Experience Awards”, “Peer Awards for Excellence” and “Best Large Contact Centre”

London, United Kingdom

• First point of contact to our clients and technical consultants. • Create and adapt the client’s web following the analytical report.• Respond to technical client queries.• Increase customer satisfaction and improve usage of our products and services

London, Reino Unido

• Maintaining an expanding their websites (CMS platform) .• Producing logos, banners, flyers to persuade potential customers.• Describe products features and benefits to customers in trade fairs.• Telephone or write letters to respond correspondence from potential customers

Madrid Area, Spain

• IT support inbound calls documenting issues and incidents.• Outbound calls describing “Dell” computers features and prices (B2B).• Deliver prepared sales talks to persuade customers to purchase a product.• Handle customer complaints calmly and diplomatically.• Troubleshooting networking and web protocols.• Weekly reporting to management.• Daily collaboration meeting for issue resolution.• Worked in a team of 40 people.• Solving Oracle database and individual software issues.• Adapting platform to changing requirements, in the interface with Visualbasic.net coding

Web Development

Técnico Superior En Desarrollo De Aplicaciones Informáticas, It Development