Support Specialist Customer Service
Resume:
Diego Isaza
Greater Montreal Metropolitan Area
**************@*******.*** 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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