Diego Isaza

Greater Montreal Metropolitan Area

adrhz4@r.postjobfree.com 514-***-****

linkedin.com/in/diego-isaza-7b4850121

Experience

IT Helpdesk Coordinator

Fix Network World

Nov 2021 - Present (1 month +)

• Ensure that the helpdesk key Service Level Agreements (SLA) and performance metrics are met

• Coordinate and supervise IT staff members

• Providing direction for IT team members

• Conduct periodic meetings to review the recurrent incidents and service requests to identify problems and changes that can improve the overall helpdesk productivity.

• Ensure that the core helpdesk processes are maintained, understood, and followed by all helpdesk agents

• Ensure that the helpdesk agents knowledge is captured in the knowledgebase and that agents are cross-trained and able to support multiple systems and services.

• Resolve conflicts and escalations when requesters are not satisfied with the service levels delivered by the helpdesk team

• Ensure that the helpdesk team is properly staffed to support all services and oversee vacation and statutory holiday schedules.

• Perform email account management tasks such as account creation. termination and permission setting changes.

• Monitor email activity and manage the email spam filtering system (Barracuda).

• Generate franchisees email account monthly usage report for inter-company invoicing.

• Provide support to users with their VoIP telephones.

• Provide support to users with third party equipment such as servers, stamps printers and network printers.

• Install/configure/monitor and upgrade end user computer and peripheral equipment

• Provide end user with hardware support and troubleshoot. reproduce/diagnose and fix various technical issues.

• Create and maintain documentation in the knowledgebase for both the end users and other IT team members

• Provide end users with basic training and documentation to address various technological needs.

• Participate in different IT projects to research gather and analyze requirements and test network, systems and applications.

• Provide feedback to the leadership team to continuously improve the overall IT service levels

• Other related tasks as required.

IT Support Specialist

Fix Network World

Apr 2019 - Present (2 years 8 months +)

• Provide phone and email support to users with their email account and email client configuration. Diego Isaza - page 1

• Perform email account management tasks such as account creation, termination and permission setting changes.

• Monitor email activity and manage the email spam filtering system (Barracuda).

• Generate franchisees email account monthly usage report for inter-company invoicing.

• Provide support to users with their VoIP telephones.

• Provide support to users with third party equipment such as servers, stamps-printer and network printers.

• Perform network administration and maintenance tasks for the local area networks (LANs), wide area networks (WANs) and other internet connections.

• Install, configure, monitor and upgrade end user computer and peripheral equipment.

• Provide end user with hardware support and troubleshoot, reproduce, diagnose and fix end user technical issues.

• Create and maintain documentation in the knowledge base for both the end users and other IT team members.

• Provide end users with basic training and documentation to address various technological needs.

• Participate in different IT projects to research, gather and analyze requirements and test new systems and applications.

• Provide feedback to the leadership team to continuously improve the overall IT service levels.

- Maintain lists of equipment and software (inventory). Information Technology Support Technician

Uniban Canada

Jul 2016 - Apr 2019 (2 years 10 months)

- Perform maintenance of existing software

- Meeting the changing needs of the company and its various services.

- Assist external users on software use (2nd level support).

- Maintain good contacts with customers.

- Modify or create statistical reports.

- Assist users in relation to internal computer systems headquarters and provide advice to service users.

- Install and update computer equipment and monitor them.

- Support and maintain equipment and software programs.

- Managing the backup process.

- Maintain lists of equipment and software (inventory). IT Technical Support Specialist

Shaw Communications

Aug 2015 - Nov 2016 (1 year 4 months)

- Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, digital phone, and computer issues

- Deliver exceptional customer experience

- Look for opportunities to improve our business and elevate customer experiences

- Promote and sell the features, advantages, and benefits of Shaw products and services to our customers

- Employ time management and multi-tasking skills to maintain high service levels

- Thoroughly document customer interactions and escalate potential service issues

- Provide feedback to leadership teams to improve environment Diego Isaza - page 2

- Various other duties as needed

Member of Technical Staff

Nikon Optical Canada Inc.

Aug 2013 - Oct 2015 (2 years 3 months)

IT Technical Support

Bureau en Gros

Jul 2013 - Sep 2013 (3 months)

Internship

Shipping Clerk

Tiger-Vac Inc.

Jun 2011 - Aug 2013 (2 years 3 months)

Education

Université de Montréal

Computer Programming

2017 - 2020

Centre de formation professionnelle Paul-Émile-Dufresne Computer Technology/Computer Systems Technology

2012 - 2014

Ahuntsic

Psychology

2011 - 2013

Licenses & Certifications

Managing a Cross-Functional Team - LinkedIn

Make the Move from Individual Contributor to Manager - LinkedIn Building Resilience as a Leader - LinkedIn

Being a Good Mentor - LinkedIn

Managing a Customer Service Team - LinkedIn

ITIL Foundation Level - AXELOS Global Best Practice Diego Isaza - page 3

GR671311895DI

Skills

Télécommunications • Microsoft Windows • Microsoft Office • Technical Support • Research • Office 365 • Help Desk • Call center start-up

Diego Isaza - page 4

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