Alexander Blanco
IT Supervisor
Santa Tecla
Summary
Dynamic IT professional with proven expertise in technical troubleshooting and IT asset management. Enhanced productivity through strategic team collaboration and achieving results, adaptable to changing needs by delivering timely support and thorough documentation. Adaptable professional committed to excellence in IT operations.
Overview
10
10
years of professional experience
2
2
Languages
Work History
IT Supervisor
Telus International El Salvador
07.2020 - Current
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Identified computer hardware and network system issues, delivering high level troubleshooting techniques for remediation., and high level of access to systems.
- Ensuring consistency in IT processes follow up across the organization and support procedures.
- Working knowledge of IT requirements and needs in call center Operations and organization, particularly in the area of Operations support.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Served as a liaison between IT department and Operational team, effectively communicating project updates and strategic initiatives.
- Reduced downtime and increased productivity by providing timely technical support to staff members.
- Managed IT projects from conception through to completion, ensuring on-time delivery and alignment with organizational objectives.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Conducted regular audits of hardware and software assets, identifying areas for improvement or replacement as needed to maintain optimal performance levels within the organization infrastructure.
- Managed life cycle replacement of hardware and software.
- Improved customer satisfaction ratings with prompt resolutions of technical issues and thorough follow-ups.
- Responsible for taking care of escalations.
- Skilled technical writer able to document problems and solutions for customers and other technical support personnel.
IT Support Specialist
Telus International El Salvador
03.2016 - 06.2020
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of users, PCs and groups policies (AD).
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections .
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Installed and configured operating systems and applications.
- Tested new software and hardware prior to deployment.
- Responded to customer inquiries and provided technical assistance over remote support and in person.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
Corporate Support Expert
Digicel Panama
08.2015 - 02.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed timely and effective replacement of damaged or missing products or services.
- Trained new personnel regarding company operations, policies and services.
- Detailed payment options and explained price, receipt and billing details to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
Education
Bachelor of Science - Computer Science
Univeridad Francisco Gavidia
San Salvador 05.2001 -
Computer Network Engineering Technician - Computer Networking
ITCA-FEPADE
Santa Tecla, El Salvador 05.2001 -
Skills
Hardware maintenance
Timeline
IT Supervisor
Telus International El Salvador
07.2020 - Current
IT Support Specialist
Telus International El Salvador
03.2016 - 06.2020
Corporate Support Expert
Digicel Panama
08.2015 - 02.2016
Bachelor of Science - Computer Science
Univeridad Francisco Gavidia
05.2001 -
Computer Network Engineering Technician - Computer Networking
ITCA-FEPADE
05.2001 -
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