ANDRES BARBOZA PINTO
Service Desk Supervisor
San Jose
Summary
A motivated, resilient and compellingly persuasive individual who helps customers resolve their problems or find things that they want. Having a professional appearance and a respectful, business-like manner, service orientated professional who is very confident when handling enquiries, complaints, and communications, team player, who is able to work to timely demands and effectively manage multiple workloads. Right now looking for a suitable position with a company to aggressively prospect, maximize sales, provide exemplary customer service and squash the competition. Offering strong foundation in team coordination and customer support, eager to learn and develop in this environment. Contributes understanding of IT service management and effective communication skills. Ready to use and develop leadership and technical support skills in [Desired Position] role. IT professional prepared to lead service desk operations with focus on efficiency and client satisfaction. Proven track record in improving IT support processes and leading teams to resolve technical issues promptly. Known for strong team collaboration and adaptability to changing needs, bringing expertise in problem-solving and IT service management.
Overview
17
17
years of professional experience
11
11
years of post-secondary education
3
3
Languages
Work History
Service Desk Team Lead/ Queue Manager/ Supervisor
DXC
02.2022 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among staff members.
Duty Monitor
DXC
05.2018 - 07.2021
- Facilitated smooth transitions between shifts by providing thorough handoff reports, ensuring continuity of care for monitored patients.
- Participated in quality improvement initiatives aimed at enhancing patient safety and satisfaction within the facility.
- Mentored junior staff members on proper monitor usage techniques and troubleshooting strategies for common issues encountered during daily operations.
Service Desk Agent
Perfiles Tecnologicos
06.2017 - 03.2018
- Escalated tickets to different -Give a resolution to the user and troubleshooting (Outlook, Virtuals machines, SAP, Skype, etc)
Supervisor
Uber COE
06.2016 - 05.2017
- Check the attendance from my team
- I was in charge of two LOB (Fraud and Tier 2 for Uber Latinoamerica)
- Also to make close the loops (when my agents get any hits on QA)
- Coaching
- Medical leaves and vacations
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Supervisor from Retentions and Movers
Time Warner Cable
06.2015 - 06.2016
- Handle customer inquiries, complaints
- I was in charge of hall site to reset the billing systems (ACSR and Icoms)
- I was a senior supervisor also in charge of the Nesting process from TWC movers and Retention department
- I have in charge a team from 28 agents and 1 QA analyst
- One of my duties was to send report to the client (TWC) about our metrics and i was in charge of the queu and Work Force
Customer Service Representative/Sales rep/Tech Support Agent
Convergys
09.2011 - 01.2015
- Handle customer inquiries, complaints, billing questions and payment extension/service requests
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions
- Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions
Customer Service Representative
Icon for Apple S.A
04.2010 - 03.2011
- Promoting the company's products and services to customers(IMac, MacBook pro, Microsoft Office for mac 2010 and Norton antivirus)
- Dealing with customers Face to Face
- A clear and confident telephone manner
- Able to identify and act upon potential sales opportunities
Customer Service and Sales Representative
D.Q Gestion de Talentos
03.2008 - 01.2010
- Solicited Business Company for a major appliance Products market
- Managed customer accounts, built positive relationships with customers and grew account base within territory
- Doing this by using judgment and taking decisions within established procedures for each enquiry
- Maintaining up to date paper and computer based files and administrative systems
- Proven aptitude for dealing with customer complaints
- Responding promptly to customer enquiries in person or via telephone, letter, and email
- Responsible for ensuring that customer enquiries are resolved at first point of contact, unless specialist knowledge or further investigation is required
Education
Microsoft Office 2007 -
Boston College
No Degree - Portuguese
Fala Brasil
Heredia 05.2001 - 01.2009
CCNA - Cisco module 1
Universidad Nacional
Customer Service and over the phone sales training - undefined
Convergys
01.2011 - 01.2014
Skills
- Quota-surpassing sales
- Persuasive communicator
- Consultative selling
- Negotiation
- Closing
Coaching and mentoring
Account management
Escalation management
ITIL framework
Teamwork and collaboration
Network support
Customer service
Remote technical support
Accomplishments
- Customer service rep offering: 6 years of experience providing customer support in busy call center environments for industry employers.
- Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
Salesskills
- Quota-surpassing sales representative with a history of exceeding employer expectations across diverse industries.
- Enjoy talking to people and establishing a long-term, loyal customer base.
- Persuasive communicator; use consultative selling skills to identify opportunities, overcome objections, build relationships and turn cold canvassing into sales.
- Tenacious negotiator and closer; adept in conveying the benefits of products/services and generating customer interest.
- Quickly learn, master and sell new product offerings.
Additional Information
Courses started:
Azure Certification AZ-900 In process Exam Schedule on March
Azure Certification AI-900 In process Exam Schedule on March
ITIL 4 Foundation In process Exam Schedule on June
Timeline
Service Desk Team Lead/ Queue Manager/ Supervisor
DXC
02.2022 - Current
Duty Monitor
DXC
05.2018 - 07.2021
Service Desk Agent
Perfiles Tecnologicos
06.2017 - 03.2018
Supervisor
Uber COE
06.2016 - 05.2017
Supervisor from Retentions and Movers
Time Warner Cable
06.2015 - 06.2016
Customer Service Representative/Sales rep/Tech Support Agent
Convergys
09.2011 - 01.2015
Customer Service and over the phone sales training - undefined
Convergys
01.2011 - 01.2014
Customer Service Representative
Icon for Apple S.A
04.2010 - 03.2011
Customer Service and Sales Representative
D.Q Gestion de Talentos
03.2008 - 01.2010
No Degree - Portuguese
Fala Brasil
05.2001 - 01.2009
CCNA - Cisco module 1
Universidad Nacional
Microsoft Office 2007 -
Boston College
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