Jennifer Martinez
Technical IT - Operations
El Salvador
Summary
My role as an IT operations technician at Concentrix has been pivotal. Here, my skills have flourished, allowing me to tackle complex support queries with efficiency and a user-centric approach. Our team provides high quality face-to-face and remote support, ensuring customer satisfaction and operational excellence in a fast-paced environment. I bring a strong background and dedication to technology-based solutions, placing me at the forefront of customer support in the technology sector.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Technical IT Operations
Guillermo López Hernández
11.2022 - Current
- Provide accurate and appropriate technical support to on-site users.
- Respond and follow up on requests about the different failures or incidences reported.
- Administer and manage the equipment used on site using BigFix.
- Identify, analyze, validate and solve the different failures generated in the tools, equipment or peripherals used by users.
- Prepare reports on the status of the company's equipment and operating systems.
- Virtual technical assistance through ZoHo WorkPlace.
- Maintained inventory control of IT assets, tracking equipment usage
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Used ticketing systems to manage and process support actions and requests.
- Developed knowledge base articles for common issues, enabling faster resolutions for end users.
Service Desk Technician
Byron Rodríguez Hernández
05.2022 - 11.2022
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
- Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Reduced downtime by proactively identifying and resolving technical problems.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Provided exceptional customer service, building rapport and trust with clients through effective communication.
- Improved user experience by creating user-friendly guides on how to use various tools and applications relevant to their job functions.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
Education
System Engineering - Information Technologies
Universidad Tecnológica De El Salvador
San Salvador, El Salvador 05.2001 -
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Flexible and adaptable
Timeline
Technical IT Operations
Guillermo López Hernández
11.2022 - Current
Service Desk Technician
Byron Rodríguez Hernández
05.2022 - 11.2022
System Engineering - Information Technologies
Universidad Tecnológica De El Salvador
05.2001 -
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