Carlos Medina Herrera
Goicoechea
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
ITO Technical Support Agent
Hewlett Packard
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Conducted remote desktop sessions to assist clients in resolving technical problems swiftly.
- Configured hardware, devices, and software to set up work stations for employees.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
Costumer Service Sales Representative
ICT Group
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Contributed to positive team culture, driving motivation and productivity among peers.
Customer Service Representative
Equifax
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Professional Service Delivery Coordinator
DXC Technology
04.2016 - Current
- Assist Incident, Problem, Service and Change management functions with analysis of trends and patterns.
- Assist to the IT Infrastructure daily service review which focuses on incidents, service and change requests.
- Create and maintain documentation and operational procedures.
- Ensure compliance with industry regulations and standards throughout all stages of the service delivery process.
- Maintain project status information and status accounting records and reports.
- Maintained detailed records of all projects and their progress, enabling accurate reporting and forecasting for future workloads.
- Perform configuration audits to check that the IT inventory is compliant and consistent with standards and initiates any necessary corrective action.
- Prepare monthly reports detailing IT Infrastructure Services against service levels.
- Provide pro-active recommendations for process improvement.
- Provided ongoing support to clients, addressing concerns promptly and ensuring high levels of satisfaction.
- Review the Service Level Management process and analyze it for continuous improvement.
Education
Universidad Fidelitas
San Pedro, Costa Rica 01.1999 - 05.2001
Skills
- Business Administration
- ITIL V4
- Remote Support
- Ticket management
- Network configuration
- Incident Reporting
- Software Installation
- PMP
- AWS Cloud Practitioner
- AWS Software Architecture
- Dynatrace
- ServiceNow
- ITSM
Businessexperience
- DXC Technology, Professional Service Delivery Coordinator, 04/15/16, +506 26996564, Perform configuration audits to check that the IT inventory is compliant and consistent with standards and initiates any necessary corrective action., Create and maintain documentation and operational procedures., Provide pro-active recommendations for process improvement., Maintain project status information and status accounting records and reports., Assist to the IT Infrastructure daily service review which focuses on incidents, service and change requests., Prepare monthly reports detailing IT Infrastructure Services against service levels., Assist Incident, Problem, Service and Change management functions with analysis of trends and patterns., Review the Service Level Management process and analyze it for continuous improvement.
- Hewlett Packard, ITO Technical Support Agent, 11/01/10, 04/15/16, +506 26996564, Supporting HP employees to troubleshoot issues related to Operational Systems issues like VPN connections, encryption, PC back up, blue screens, hardware errors, file share access, AD settings, Internet Explorer issues, Messaging, Mobility and much more issues to perform their jobs., Also perform several tasks as a peer inside my organization on a regular basis.
- ICT Group, Costumer Service Sales Representative, 12/14/09, 12/22/10, 2209-9200, Telephone support in a paperless environment to ensure the best service for financial accounts, regarding costumer´s enhancements for incoming service calls in a courteous and professional manner, offering the highest level of customer satisfaction in problem solving and troubleshooting including interpretation, analysis, research, and resolution of different situations., Sales execution with high responsibilities to achieve ultimate levels of compliance.
- Equifax, Customer Service Representative, 04/24/09, 11/26/09, 2293-3141, Telephone interaction in a closely environment to ensure compliance of human resources and payroll requirements, providing responsive and competent technical support for incoming service calls in a courteous and professional manner, offering the highest level of customer satisfaction in problem solving and troubleshooting including interpretation, analysis, research, and resolution of different scenarios.
Personal Information
ID Number: 1 0991 0655
Timeline
Professional Service Delivery Coordinator
DXC Technology
04.2016 - Current
Universidad Fidelitas
01.1999 - 05.2001
ITO Technical Support Agent
Hewlett Packard
Costumer Service Sales Representative
ICT Group
Customer Service Representative
Equifax
Similar Profiles
Diana CothamDiana Cotham
Global Program Manager – Commercial Card at HEWLETT PACKARD ENTERPRISE / HEWLETT PACKARDGlobal Program Manager – Commercial Card at HEWLETT PACKARD ENTERPRISE / HEWLETT PACKARD
Cori WarnerCori Warner
Falcon Product Engineer/ NPI Engineer (CBP) at HEWLETT PACKARD, Hewlett PackardFalcon Product Engineer/ NPI Engineer (CBP) at HEWLETT PACKARD, Hewlett Packard
Burhan BashaBurhan Basha
Account Operations Lead at Hewlett Packard EnterpriseAccount Operations Lead at Hewlett Packard Enterprise
EDWARD CHARLES DOMINGO PEREZEDWARD CHARLES DOMINGO PEREZ
Commercial Account Executive at Hewlett Packard EnterpriseCommercial Account Executive at Hewlett Packard Enterprise
Lorelli ObandoLorelli Obando
Human Resources Specialist at AmazonHuman Resources Specialist at Amazon