Nery Garcia
Guatemala City,GU
Summary
I am an enthusiastic IT professional with an Bachelor's degree in Computer Systems Engineering. I seek work as a remote employee with many years of proven customer service skills and looking for an opportunity with room for growth and professional development. Currently I am enrolled in AWS with a focused on getting Cloud Practitioner Certification.
Overview
13
13
years of professional experience
Work History
Junior Support Engineer
HCL
Guatemala City (Remote), GU
06.2022 - 10.2024
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Connected to computer of client using remote link to install programs and applications.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Diagnosed and troubleshot hardware, software and network issues.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
Technical Support Representative
Telus International
Guatemala, GU
02.2022 - 05.2022
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Installed and configured operating systems and applications.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
Customer Service Associate
Conduent
Guatemala, GU
05.2021 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving customer logistics issues following up on requests, reviewing rates as needed, tracking and routing shipments and orders, preparing reports, customer set ups, updating customer files and profiles. Work with customers, suppliers, and various shippers to route, pick-up and/or trace shipments as necessary.
Customer Sales Representative
WORLD CONNECTION
Guatemala, GU
07.2018 - 04.2019
- Educated customers on promotional options, sales policies, and methods for obtaining desired results from company offerings.
- Provided amazing customer service to inbound callers requesting reservations for choice hotels. Utilized Cisco Finesse and Guest Connect to ensure customers satisfaction.
Customer Care Representative
ACS-XEROX
Guatemala, GU
09.2014 - 09.2015
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Used expert problem solving and critical thinking skills to resolve customer logistics issues providing information on parcel routes, package estimated arrival times, and performed traces on missing packages. Assisted in dispute resolution.
Customer Service Associate
NCO STAR COMUNICACIONES
Guatemala, GU
11.2011 - 01.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Assisted customers with creating new accounts, technical support areas, ordering new phones, and resolving customer billing concerns.
Education
Diploma - CCNAv7: Switching, Routing, And Wireless Essential
Intecap
Guatemala07.2022
Diploma - CCNAv7: Introduction To Networks
Intecap
Guatemala 04.2022
Bachelor of Science - Computer System Engineering
UTEL
Mexico08.2020
High School Diploma -
Dawson County High School
Dawsonville GA, 3053405.2008
Skills
- Active Listening
- Communication
- Patience
- Critical Thinking Skills
- Creative problem solving
- Computer Skills
- Desktop support
- IT Support
- Hardware and Software Installation
- Software Installation
- Troubleshooting Technical Issues
- LAN switching technologies
- VLAN aggregation
- IP Services
- Self-Motivated
- Local Area Network (LAN)
- Wide Area Networking (WAN)
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Junior Support Engineer
HCL
06.2022 - 10.2024
Technical Support Representative
Telus International
02.2022 - 05.2022
Customer Service Associate
Conduent
05.2021 - 01.2022
Customer Sales Representative
WORLD CONNECTION
07.2018 - 04.2019
Customer Care Representative
ACS-XEROX
09.2014 - 09.2015
Customer Service Associate
NCO STAR COMUNICACIONES
11.2011 - 01.2014
Diploma - CCNAv7: Switching, Routing, And Wireless Essential
Intecap
Diploma - CCNAv7: Introduction To Networks
Intecap
Bachelor of Science - Computer System Engineering
UTEL
High School Diploma -
Dawson County High School
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