Service Representative

Reyna Rodriguez Ruiz

Ojapan #** Col. El Cuernito, Alcaldía Álvaro Obregón, México City, 01220, México

Mobile: +525*********, Email: *****.*********.******@*****.***

https://www.linkedin.com/in/reyna-rodriguez-ruiz-620242194

Summary

I am a computer engineer with a positive attitude, honest, multitask, responsible with experience in customer service and troubleshooting by remote or personal assistance. I am bilingual and can work under pressure and adapt to any environment.

Skills

I provide first-line investigation and diagnosis

I close all resolved incidents, requests and other calls

I Initiate proactive measures to demonstrate responsiveness while addressing customer requirements and ongoing evaluation and improvements to processes and procedures

I am proactive troubleshooting for system issues

I Track of ongoing problems within the IT environment

I assist in providing efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of user issues

I have knowledge of Microsoft office, basic SQL, email account management, configuration of IP address, virtual support, customer service, delegation of tasks, service and quality.

Training

SAP for beginners Udemy- Sep 2019

IT help desk professional Udemy -Sep 2019

Java associate work team National Polytechnic Institute (ESIME Culhuacan) -Jul 2009

Computer assembly National Polytechnic Institute (ESIME Culhuacan)-Oct 2007

Object-oriented programming National Polytechnic Institute (ESIME Culhuacan)-Oct 2007

Work experience

BSG, Mexico City Jun.2016 - Current

Service Desk Analyst Manager

Using PAN (Proactivanet) and Avaya call tracking systems to log, track and manage incidents and service requests like assistance with software installations, doing structured cabling, IP settings, email settings, data entry, phone settings, solving basic problems of DB SQL, errors with printers, migration and testing of new OS.

ACOB, Mexico City Oct. 2015 – May. 2016

Bilingual Customer Service Representative

Bilingual customer service - Registration and printing of badges, and customer service

TODOMODA, Mexico City Mar 2011- Jan. 2012

Help Desk

Troubleshooting via telephone and remote access, following-up complaints, delegating physical problems to a technician, structured cabling, IP settings, email settings, installing programs and searching computer files for missing orders on receipts from clients to correct billing errors.

Education

National Polytechnic Institute (INP-ESIME Culhuacan) Aug. 2006 - Jun. 2010

Bachelor s Degree in Computer Engineering

CECyT #4 Lázaro Cárdenas Del Rio Aug. 2003 – Jun. 2006

Electrical Installations and Maintenance

CECyT #4 Lázaro Cárdenas Del Rio Aug. 2003 – Jun. 2006

Diploma in Human Development

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