Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
AccountManager
Luis Mont

Luis Mont

Guatemala City,01

Summary

Resourceful professional with many years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.

Overview

15
15
years of professional experience

Work History

Service Desk Analyst

Electric AI
New York, NY
03.2022 - Current
  • Collaborated with other teams to ensure successful resolution of customer inquiries, problems or requests.
  • Provided remote assistance to customers when required via phone or remote desktop tools.
  • Provided first-level technical support to customers with IT related issues.
  • Troubleshot and resolve hardware, software, network, and peripheral device problems.
  • Provided solutions as a system administrator for several SaaS applications such as Google Workspace, Microsoft 365, Slack, Zoom, Hubspot, 1Password, Okta, JumpCloud, JIRA, LastPass, Adobe Suite and many others.
  • Provided assistance in the employees offboarding process, removing applications accesses.
  • Provided assistance granting new access to onboarded users.

Translator and Transcriptionist

Translationary
11.2020 - Current
  • Proof reading translated documents for accuracy and completeness.
  • Experience working as a translator and transcriptionist for inmate calls from the BOP in the United States, translating Spanish calls into English, transcribing English calls. I have transcribed and translated calls up to 60 minutes length.
  • I have experience using specialized software programs such as Express Scribe Pro and Audacity for document translation purposes.
  • I have special attention to detail when I am transcribing, translating.
  • Ability to translate/transcribe from 8 to 12 minutes of audio per hour, depending on the complexity and the audio quality.

Freight Broker

Advanced Transports Inc.
, CA
05.2021 - 11.2021
  • Analyzed client needs and determined appropriate shipping solutions.
  • Developed relationships with freight carriers to negotiate competitive rates and services.
  • Provided customer service by responding promptly to inquiries and resolving any issues that arose.
  • Monitored shipments for on-time delivery and communicated status updates to customers.
  • Assisted with preparing documents such as bills of lading, invoices, taxes proof, and purchase orders.
  • Utilized problem solving skills to resolve conflicts between shippers and carriers.
  • Worked with many transport/hauling companies and shippers, coordinating heavy equipment and general freight in USA in all states, earning commissions per load.

Software Technical Specialist

Xerox - HCL Technologies
12.2019 - 05.2021
  • Assisted in the installation, testing and maintenance of hardware and software systems. This includes office printers, workshop printers, and print servers.
  • Provided technical assistance to clients by troubleshooting system problems.
  • Developed detailed documentation for network infrastructure, including space and electrical configurations.
  • Collaborated with IT teams to develop solutions for complex technical issues.
  • Resolved customer inquiries regarding system setup and usage via phone and email support tickets.

Database Technical Analyst

Conduent
04.2018 - 12.2019
  • Experience solving issues and completing requests for more than 2000 hospitals and medical facilities in the United States.
  • Provided technical support to users, troubleshooting system issues and resolving problems in a timely manner.
  • Configured computer hardware, operating systems, and software applications according to user specifications.
  • Developed user manuals documenting system installation procedures and application usage instructions.
  • Monitored performance of systems and applications and took appropriate corrective action when necessary.
  • Assisted clearing errors in SQL, KBSQL, and cache databases, expanding database limit thresholds, providing assistance for Cloud service databases, assisting using RDP Skype, MS Teams, Citrix, WebEx

Logistics Coordinator

DoorDash
10.2017 - 04.2018
  • Organized and monitored the shipment of products in accordance with customer requirements.
  • Coordinated daily transportation activities including scheduling, routing, and tracking for food delivery.
  • Resolved any issues or discrepancies related to product delivery or receipt in a timely manner.
  • Provided support in negotiating contracts with third-party providers regarding rates, services offered.

IT Service Desk Analyst Tier 1 - MPS Admin Tier 2

Telus international
06.2009 - 07.2017
  • Maintained customer records in ticketing system, documenting all interactions with customers.
  • Provided desktop, IT support to TELUS clients from many enterprises in Canada, including banks, financial institutions, 911 emergency branches, Caterpillar inc. EPCOR energy and many other well-known companies.
  • Provided support using remote connection applications such as VPN, Citrix, RDP, remote protocol tools such as Windows Remote Assistance, Dameware, Go to assist (Web-based). Provided support to Java-based programs such as Oracle.
  • Assisted onboarded users with new Windows accounts in the Active Directory or PowerShell.
  • Worked with Windows servers, for Level 2 support.
  • Provided ADSL, Dial up, and mobile internet support for a Telecommunication service company in Trinidad and Tobago.
  • Resolved customer inquiries regarding product features, functionality, compatibility, service availability.
  • Implemented changes requested by customers in a timely manner while ensuring accuracy of data entry into ticketing system.

Education

High School Diploma -

Nueva Vida
Guatemala City
10-2001

Some College (No Degree) - IT, Telecommunications, Business Administration

Galileo University
Guatemala City

Skills

  • Technical Support
  • Transcribing and translating
  • Information Security
  • Ticketing systems management
  • Remote technical support
  • Attention to detail
  • Multitasking
  • Able to prioritize tasks depending on urgency
  • Proficient in written and spoken English and Spanish
  • Hardware support
  • Database Management
  • Escalation management
  • Sales experience
  • Documentation abilities

Languages

Spanish
First Language
English
Advanced (C1)
C1

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Service Desk Analyst

Electric AI
03.2022 - Current

Freight Broker

Advanced Transports Inc.
05.2021 - 11.2021

Translator and Transcriptionist

Translationary
11.2020 - Current

Software Technical Specialist

Xerox - HCL Technologies
12.2019 - 05.2021

Database Technical Analyst

Conduent
04.2018 - 12.2019

Logistics Coordinator

DoorDash
10.2017 - 04.2018

IT Service Desk Analyst Tier 1 - MPS Admin Tier 2

Telus international
06.2009 - 07.2017

High School Diploma -

Nueva Vida

Some College (No Degree) - IT, Telecommunications, Business Administration

Galileo University

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