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Mauricio Herrera

HelpDesk Support

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Intro
Heredia, Costa Rica
Studied COMPUTER SCIENCE at SYKES Enterprises
Computer Software
Joined December 23, 2022

Skills

Languages

English
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Native or Bilingual
Spanish
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Native or Bilingual
About
My extensive experience providing technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance and porviding answers to clients by identifying problems, researching answers, and guiding clients through corrective steps. Improves client references by writing and maintaining documentation. My skills include: Accommodates client disabilities by recommending devices and techniques. Avoids legal challenges by monitoring compliance with service agreements. Improves system performance by identifying problems and recommending changes. Updates job knowledge by participating in educational opportunities and maintaining personal networks. Accomplishes information systems and organization mission by completing related results as needed. In addition, my background with working in large development teams has given me the skills to adjust to the changing dynamics and processes of those environments while meeting scheduled milestones and deliverables. Thank you for taking the time to review my credentials and accomplishments. I am very passionate about being a competent and contributing team player, and I hope to have the opportunity to discuss my examples in greater detail with you. I look forward to answering your questions and learning more about this position and your development teams.
Experience
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DXT Technology
Jul 2021 – Feb 2022
Costa Rica, Heredia
HELPDESK AGENT AT MICROSOFT
Serving employees with multiple technical problems and questions, solving tickets and sending emails. Helping them with their computers and LANS, troubleshooting Microsoft Accounts, Azure Accounts, Saw Machines, Smartcards, Microsoft Office 365 Enterprise. The tools I used in my previous job: Azure platform, Salesforce, Jira, Remote Desktop, TeamViewer.
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SYKES Enterprises
Jun 2020 – Feb 2021
Costa Rica, Heredia
TECHNICAL SUPPORT AGENT
Serving clients with multiple technical problems and questions. Helping them with their computers and LANS, troubleshooting using terminology such as routers, Wi-Fi extenders, antivirus, firewalls, Windows console, and remote sessions. The tools I used in my previous job: Dashboard, Salesforce, Atlassian, LogMeIn, TeamViewer, Jira.
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SYKES Enterprises
Sep 2019 – Feb 2020
Costa Rica, Heredia
FRAUD AGENT III AT CAPITAL ONE BANK
My role was to serve clients with fraud cases, review papers and verify accounts, verify client's history, making payments plants, in order to carry out bank transactions within the accounts. Among the tools used are: Lexis Nexis platform, Salesforce, Jira, Remote Desktop, TeamViewer, SAP.
Education
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SYKES Enterprises
Feb 2021 – Oct 2021
IT ESSENCIALS, COMPUTER SCIENCE