Computer Skills
Daniel Eduardo Meza Galicia
Customer Service Representative Tier 2
Guatemala City,GU
Summary
Proactive and dedicated to continuous learning across diverse fields, including programming, technology, and history. A self-taught individual thriving on personal growth and knowledge sharing, offering support to colleagues and friends through technical guidance and emotional encouragement. Passionate about developing tools and strategies that enhance efficiency and accuracy in work processes, leveraging technological expertise to minimize errors and improve outcomes. Committed to self-improvement, readily addressing areas for growth and viewing constructive criticism as an opportunity to refine skills and advance professionally.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Customer Service Representative Tier 2
TELUS
01.2022 - Current
- As the first point of contact for customers, I provided specialized assistance with general issues involving currency, billing and hack reports. I was responsible for investigating customers' accounts to determine if action was needed before taking preventive or corrective measures to protect the integrity of the accounts and the personal information of the users. All communication was through emails (back office).
Desktop Support Agent, Technical Support
PayPal INC
01.2022 - 01.2022
- Provide technical support for general issues to PayPal employees around the world. Using tools like VMWare, I was able to remotely connect to other workers' equipment to fix and troubleshoot issues related to local PayPal programs, network or VPN, programs installations, Active Directory concerns, and even determine if equipment replacement was needed and escalate the ticket. Communication channels were through phone (with Avaya) or live chat.
Service Desk Specialist, Technical Support
EZCORP
01.2020 - 01.2022
- Be the first point of contact for providing support to over 300 pawn shops across the United States. Provide solutions for various technical issues in the stores, such as printer software installations, general Windows problems, and Active Directory issues when accounts are blocked. Offer support to corporate workers with VPN or other software issues. Provide financial information to store workers with limited access to the service desk. Provide general support for the company billing system as needed. We communicated with the stores via phone calls.
Data Center Operator, Operator
GBM from Guatemala, S.A.
01.2019 - 01.2020
- Ensure the continuity of services for customers with their physical equipment, cabling, internet and data links, and internal infrastructure equipment for the data center, including air conditioning (with chillers), the general electrical system, fire system, and the backup for each. Maintain the correct operation of each client's servers and virtual machines with vSphere Client, as well as their backups with Veeam Backup. Create interconnections in the data center for new internet or data services.
Warehouse Assistant, Assistant/Seller
Casa Y Estilo S.A.
01.2015 - 01.2017
- Supply and order the warehouse and sales area with the necessary products. Support in the sales area when needed if more attention is required to customers.
Education
Colegio Cristian Verbo
GuatemalaBachelor's Degree - Telecommunications
Universidad Galileo
Ingeniería en Sistemas
Universidad Mariano Gálvez
01.2018
Skills
Windows
Software
Troubleshooting
Windows OS management and its configurations
FireBase usage for Web Apps creation
Certification
INTECAP, Technical Institute of Training, TICS Center - Technical English at Oral and Written Comprehension Level / 6 months
Timeline
Customer Service Representative Tier 2
TELUS
01.2022 - Current
Desktop Support Agent, Technical Support
PayPal INC
01.2022 - 01.2022
Service Desk Specialist, Technical Support
EZCORP
01.2020 - 01.2022
Data Center Operator, Operator
GBM from Guatemala, S.A.
01.2019 - 01.2020
Warehouse Assistant, Assistant/Seller
Casa Y Estilo S.A.
01.2015 - 01.2017
Colegio Cristian Verbo
Bachelor's Degree - Telecommunications
Universidad Galileo
Ingeniería en Sistemas
Universidad Mariano Gálvez
Learn about AI & Automatization
Ongoing training in artificial intelligence and its implementation in the automation of everyday and professional tasks. Experience using AI for both practical daily applications and the development of complex web applications through Firebase. Background in prompt engineering, focused on the correct and effective use of AI for designing complex, structured, and result-oriented prompts.