Erick Soto
Client Support Analyst
Tibas
Summary
Experienced in troubleshooting customer issues to ensure utmost satisfaction. Customer-focused representative with a background in call center support within high call volume environments. Possesses the skills necessary to excel in providing exceptional customer service. Proficient in computer operations and telephone etiquette, enhancing the ability to deliver top-notch assistance.
Overview
16
16
years of professional experience
2019
2019
years of post-secondary education
Work History
Part of the Microsoft Office 365 Data Protection Team
Microsoft
06.2017 - 07.2023
- Performed password reset requests on Office 365 tenants
- Access issues, password resets
- Removed domains from existing tenants or reversed federated domains, using DNS verification security process
- Complied with security policies to ensure account safety
- Participated in projects for helping with the team's documentation and implement a new email structure for communicating with clients
- Part of the Azure mentoring program for developing knowledge in Azure Identity applications, ADFS and other similar authentication technologies
- Reviewed and processed possible compromised accounts and recovered access for affected clients
- Reviewed and processed possible fraudulent licenses issues on educational tenants
- Processed internal license extension requests for full time employees as well as for contractors
- Mentored new team members, provided feedback to management
- Worked closely with severity A cases and the principal premier 500 client portfolio with access issues
Tech Support Specialist in the Service Desk for the British American Tobacco Company account
Fujitsu
01.2017 - 05.2017
- Provide On-line telephone technical support to end users on software technologies (SAP, Business Objects, Office 365), printing, remote access (VPN), hardware problems and mobile devices support
- Access issues, password resets
Tech Support Specialist in the Service Desk Level 1
Hewlett-Packard Enterprise
03.2011 - 09.2016
- Provide On-line telephone, and chat IT technical support to end users on their mobile and desktop platforms through emails and web tickets
- Assisted with second level Pfizer Animal Health technical support for the Zoetis organization
- Managed teamwork as an important tool to help others and share responsibilities, as queue manager and mentor for the level 1 new team members (This means I was able to teach and lead the new groups.)
- Access issues, password resets
- Performed Account Management L2 and L1 tasks for the Pfizer Account
- Provisioning UNIX accounts and accesses, exchange email services, file share access through Windows servers and other account creation processes
Customer service representative
SYKES
02.2007 - 10.2010
- Provide assistance by telephone to customers at the Capital One Account
- Assisted with credit card accounts, general information
- Processed payments
- Processed balance transfers
- Processed fraud reports at the Capital One Bank account
- Reviewed potentially fraudulent transactions in real time and reported this to clients via phone
- Provide Technical Support on internet tools, xml, e-mail, troubleshooting with purchase orders and ebusiness / eMarketplace applications for the Quadrem account for its clients (BHP Billiton, Rio Tinto Group, Alcoa Inc
- And other major mining companies)
- Awarded as Top Performer in October 2008, for outstanding efforts
Education
CCNA network training -
Ulatina
Advanced call center training - undefined
Butler Academy
11.2006 - 02.2007
Sales introduction course - undefined
GBM de Costa Rica (IBM)
Computer maintenance, repairing and basic networking course - undefined
Incecom
02.2001 - 09.2001
High School - undefined
Colegio Bilingüe La Sabana | Saint George High School
01.1996 - 01.1997
Primary - undefined
Escuela Rafael Francisco Osejo
01.1990 - 01.1995
Skills
Computer proficient
Results-oriented
Reports generation and analysis
Microsoft Office
Client-focused
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Timeline
Part of the Microsoft Office 365 Data Protection Team
Microsoft
06.2017 - 07.2023
Tech Support Specialist in the Service Desk for the British American Tobacco Company account
Fujitsu
01.2017 - 05.2017
Tech Support Specialist in the Service Desk Level 1
Hewlett-Packard Enterprise
03.2011 - 09.2016
Customer service representative
SYKES
02.2007 - 10.2010
Advanced call center training - undefined
Butler Academy
11.2006 - 02.2007
Computer maintenance, repairing and basic networking course - undefined
Incecom
02.2001 - 09.2001
High School - undefined
Colegio Bilingüe La Sabana | Saint George High School
01.1996 - 01.1997
Primary - undefined
Escuela Rafael Francisco Osejo
01.1990 - 01.1995
Sales introduction course - undefined
GBM de Costa Rica (IBM)
CCNA network training -
Ulatina