David Jiménez Díaz
NOC Analyst II
Heredia
Summary
Disciplined and persistent, seeking to collaborate in environments driven by a passion for continuous learning. With a strong commitment to each technical scenario, excelling in identifying and prioritizing tasks to achieve timely resolutions and deliver the highest quality of support experience and customer service.
Eager to take on new challenges while pursuing stability and opportunities for professional advancement
Overview
9
9
years of professional experience
3
3
Certifications
Work History
NOC Analyst II
Nitel
San José
08.2024 - Current
NOC Analyst I
Nitel
01.2023 - Current
- Participated in the creation of tickets via phone or email as the first level of issue analysis, maintaining availability during critical periods or high-impact incidents.
- Collaborated with vendors to address hardware or software-related issues effectively.
- Maintained accurate records of all incidents, utilizing ticketing systems for efficient tracking and resolution.
- Diagnosed and executed resolution for network and server issues.
Technical Chat Support
Concentrix
07.2020 - 03.2023
- Reduced escalations to higher-level support teams by successfully addressing customers issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, average handle time, and overall quality scores in chat support metrics.
Freelancer Architect Desingner
Freelancer
07.2017 - 07.2020
- Maintained strong communication with clients throughout the design process to ensure alignment between their vision and the final product.
- Applied creative problem-solving skills to address unique challenges in the architectural design process.
Architectural Designer
Datumzero Design Office
04.2016 - 04.2017
- Improved overall project outcomes by utilizing advanced software tools for 3D modeling, rendering, and virtual reality presentations.
- Engaged with clients to determine needs and requirements for custom homes.
Education
Certification For Completing CCNA Course - Networking Technical Support
Virtual Learning of America
San José, Costa Rica 05.2001 -
Licentiate - Architecture And Urbanism
Universidad Latina
San José, Costa Rica 05.2001 -
High School Diploma -
Colegio Seminario
San Jose, Costa Rica 05.2001 -
Skills
Excellent Communication
Languages
Spanish: Native
English: B2
Certification
CCNA - Cisco Certified Network Associate
Timeline
NOC Analyst II
Nitel
08.2024 - Current
AWS Cloud Practitioner
06-2024
Linux Essentials
03-2024
NOC Analyst I
Nitel
01.2023 - Current
CCNA - Cisco Certified Network Associate
06-2022
Technical Chat Support
Concentrix
07.2020 - 03.2023
Freelancer Architect Desingner
Freelancer
07.2017 - 07.2020
Architectural Designer
Datumzero Design Office
04.2016 - 04.2017
Certification For Completing CCNA Course - Networking Technical Support
Virtual Learning of America
05.2001 -
Licentiate - Architecture And Urbanism
Universidad Latina
05.2001 -
High School Diploma -
Colegio Seminario
05.2001 -
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