Alejandro

Isaac

Miranda

Pascual

Tech Support and

Customer Service

Representative

Contact:

Address:

México CDMX,

Coyocán.

+52 *-**-**-**-**-**

adf6m6@r.postjobfree.com

Age: 41

Skills:

Bilingual English and

Spanish.

Customers Service.

Technical Support.

Hardware and Software

Diagnosis.

Demonstrated familiarity

with latest hardware,

software and networking

technology, as well as

industry trends.

1

Experienced Tech Support and Customer Service Representative with over 19 years of experience in IT.

Excellent reputation for resolving problems, customer satisfaction and operational improvements.

Work History

Current Job

Started:

Apr 27th

2020

Started:

Feb 28th

Ended

March 30th

Started:

March 2018

Ended

Nov 2019

Atento.

Grubhub Campaign.

Customer Care Representative.

Home Office.

Delivery problems resolution.

Real-time tracking for food orders.

Customer Service for orders not received,

incorrect or missing items, refunds to customers

according to policies.

Chat, and Outbound calls to Customers, Drivers

and Restaurants to determine the correct

resolution.

Telvista.

VIXXO Campaign.

Customer Care Representative.

Suspended due to Covid-19 Contingency in CDMX.

Follow up to accomplish SLA for Partners and ETA

for Field Technicians.

Chat, Tickets, Inbound and Outbound calls.

CompuCom.

Operations Administrator.

T-Mobile Field Operations Center.

Resolved IT problems, improved operations and

provided exceptional support for T-Mobile

Stores Managers and Field Engineers.

Handled tickets, chats, e-mails, inbound and

outbound calls.

Education:

High School

Diploma

Instituto Politécnico

Nacional

CECyT 9

1993-1996

Mar Mediterráneo #227,

Popotla, 11400.

CDMX.

2

Started:

Apr 2017

Ended:

Feb 2018

Started:

Sep 2003

Ended:

Feb 2015

Teletech.

Tech Support Representative.

Processed support requests received for

technical assistance on wide range of issues

related to Router Settings and Internet

Connectivity.

Analyzed software and hardware issues to

identify troubleshooting methods needed for

quick remediation.

Described troubleshooting steps to customers to

assist in problems resolution.

FACOPSA

IT Manager.

Closely collaborated with project members to

identify and quickly address problems.

Adjusted project plans to change operational

specifications.

Communicated with executive team and CEO to

maximize development efficiencies and resolve

technology issues.

Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.

Built, customized and repaired technology based on staff requests.

Maintained camera and physical security systems.

Managed network and system performance,

conducting troubleshooting, security patching and

maintenance.

Installed and managed audiovisual equipment.

Analyzed architecture design, scoping,

implementation, testing and deployment needs to

define project requirements.

Guided implementation of company-wide enterprise security strategy for network and hardware disaster recovery, data protection and endpoint protection.

Implemented and managed wireless devices,

multisite network infrastructure, business

intelligence development and implantation.

Contact this candidate