IT Systemtechnik Supporter

• Aug 2020 - Present

IT Operations

• Aug 2018 - May 2020

Perform the Programming of Network IP Based equipment (Surveillance Cameras, Access Control Panels, Intercom Systems) for the most known Brands like AXIS, Genetec, Milestone, Honeywell, Kantech (EntraPass Corporate Edition), Telecor. Responsible for the Administration and build Project Sites on SharePoint keeping the content projects information up to date. I participate in the ongoing projects following up the status of every project in coordination with the estimating, ordering and warehouse teams. Analyze and resolve IT related problems internally and perform service tickets. Show less

Customer Service Representative

• May 2018 - Aug 2018

Provide front line, first level, technical assistance for consumers. Supporting Client specific high speed Internet services delivering an exceptional customer experience. Resolve technical problems, within a fast paced, customer facing environment. Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including Internet connectivity and performance troubleshooting. Supporting customer needs related to Client specific high speed Internet services and or devices including troubleshooting, triage, and additional required resolution techniques. Deliver in scope support for Internet service and connectivity related issues pertaining to operating system, PC, and browser configuration. Show less

Bilingual Customer Service Representative

• May 2017 - May 2018

I successfully provide fast and professional solution to Spanish and sometimes Portuguese speaking customers by phone identifying issues related to Internet connectivity and Voice Services, I was weekly the Top 5 best Performer of time and quality of service. This position requires a very strong analytical and technical problem-solving skills and also requires being a very calm and positive attitude individual with all the customers especially when they complain about service outages. I successfully provide fast and professional solution to Spanish and sometimes Portuguese speaking customers by phone identifying issues related to Internet connectivity and Voice Services, I was weekly the Top 5 best Performer of time and quality of service. This position requires a very strong analytical and technical problem-solving skills and also requires being a very calm and positive attitude individual with all the customers especially when they complain about service outages.

IT Support Specialist

• Nov 2008 - Sep 2016

Achieving Success was the result of these 8 professional working years where I could demonstrate my problem-solving skills on a daily basis exceeding my internal customer expectations and company goals. The best part of this experience as IT technician was my team where I had the opportunity to share my knowledge with others. My demeanor, experience and passion for my job even in stressful situations was key to my success. Responsibilities: As an IT Specialist I provide successfully the following responsibilities: • IT Service Desk (1st and 2nd Level) Support for end users of the On-Site Services. • Solving all IT relates Software and Hardware issues. • Training and Consulting for users and also at the Service Point. • Setup PC/Laptops (using images or manually). • Software Distribution. • Coordinate IT removals, including Hardware, Logistics, and Swisscom equipment. • Co-working on Diverse IT Projects. Special Duties: • Coordinate and Dispatch IT Requests. • Specialist in VDI Clients Support. Show less

Service Desk Agent

• Oct 2006 - Sep 2007

I provided successfully technical guidance in activities associated with the identification, prioritization, and resolution of reported problems by phone or Email. Activities include recognition, research, isolation, resolution, and follow-up steps. I logged, process and managed internal inquiries and work requests for personal computers maintenance. I was also responsible for generating Service Desk incident reports to assist in hardware and software evaluations. Responsibilites: • Troubleshoot and resolve applications, security, desktop and Mainframe Issues. Including PC´s with Windows and Novell Ware OS. • Tenet located in Plano Texas, one of the most important paperless Hospital in the US was the main company customer. I provided support also to clinical applications like patient access and medication. • 100% Phone Support Position which required excellent verbal and written English communication and also excellent customer service skills. Show less

IT Helpdesk and User Administration

• Aug 2000 - Aug 2005

I enjoyed this Job very much. I learned a lot during this time while exceeding the company expectations of my position reflected on increased customer satisfaction that motivated me to keep developing myself with a great attitude and resolve. Responsibilities: As part of the Team of the IT Help Desk and User Administration area my main responsibilities were: • Provided German/English/Spanish/Italian IT Support to approx. 5000 internal and external users, including private companies, occasionally international clients using both English and German on Network, PC's/Laptops, with Windows 2000 and MS Office and also various company own Applications. • Provided end-user-support for the total client infrastructure (workstations/Laptops, Monitors, Printers and small devices) on site and by phone sometimes in English. • Working on password administration for different applications (Password reset according to the user Identification rules). • Publishing breakdown web reports using Lotus Notes for the companies Intranet. • Drawing up and built user manuals for users in English and German. • Planning and carrying out hardware and software installations. • Carrying out and coordinating the repair process and the removals of the IT Hardware. • User Administration on Business specific domains, creating new email accounts and provides folder permissions. Show less

Branch Manager

• Sep 1999 - May 2000

Strategic business planning, personnel management Obtained a 30% increase in productivity throughout the period and increased the key client list by 20% in one trimester in the Guadalajara branch. Strategic business planning, personnel management Obtained a 30% increase in productivity throughout the period and increased the key client list by 20% in one trimester in the Guadalajara branch.

Assistant Manager

• Jul 1995 - Dec 1997

Promotions and personnel management. Proposed and executed the optimization of sales achieving an increase of 20% in just one trimester. Achieved average sales of Fr. 40’000. - Daily Promotions and personnel management. Proposed and executed the optimization of sales achieving an increase of 20% in just one trimester. Achieved average sales of Fr. 40’000. - Daily

Sales Engineer

• Jul 1990 - Jul 1995

This was my first Job in Switzerland. The owner give me the opportunity to start in Sales to learn faster German. Sales Engineer in the TV, video and accessories department. Purchased/sold accessories, HiFi cables. Achieved a significant increase in the number of Spanish, English and Italian speaking clients which resulted in improved sales in all areas. This was my first Job in Switzerland. The owner give me the opportunity to start in Sales to learn faster German. Sales Engineer in the TV, video and accessories department. Purchased/sold accessories, HiFi cables. Achieved a significant increase in the number of Spanish, English and Italian speaking clients which resulted in improved sales in all areas.