Fernando López Martín
Customer Service and Technical Support Specialist
San José,SJ
Summary
Experienced Product Support Specialist with a demonstrated history of working in the computer software industry. Skilled in Contact Centers, Management, Leadership, Outsourcing, and Business Process Improvement. Strong information technology professional graduated from Centro de Education Interactive. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
20
20
years of professional experience
5
5
Certifications
Work History
Global Helpdesk Professional
McKinsey & Company
Heredia, Provincia de Heredia
7 2020 - 8 2024
- Solid knowledge of the Windows 10 or Apple OS
- Knowledge in one or more of the following areas: VPN, Microsoft Office, Outlook, and Mobile Devices
- Curiosity and desire to learn new skills and to extend own knowledge about new IT technologies
- Previous experience in IT / customer support
- Strong problem solving and troubleshooting skills
- Highly adaptable and open to working on critical or new tasks, taking them to a final resolution
- Demonstrate a collaborative style and the willingness to help others
- Excellent written and verbal communication in English
- Distinctive customer orientation combined with a strong sense of ownership
- Strong team spirit with the ability to work in both local and virtual team settings.
Jr. Service Desk Agent
Roche
Escazu, Provincia de San Jose
01.2019 - 04.2020
- To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems, and requests
- Provision of 1st line support for incidents.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Service Desk Agent
Fujitsu Americas
10.2018 - 12.2018
- To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems, and requests
- Provision of 1st line support for incidents.
Dispatch Specialist
Call Center de Costa Rica
02.2018 - 07.2018
- As a dispatch, I am in charge of assigning the daily tasks for my co-workers and myself and also contacting the different carriers such as SAIA, Road Runner, etc
- Via email or phone
- To make sure the shipment from the previous day went through
- Also, another daily task is to schedule the shipments that are pending for the day
- And finally, I have to contact the different carriers in reference to Estimated Time Of Arrival of drivers to the different customer sites.
Employee Resource Center
Amazon
10.2017 - 01.2018
- Support all USA employees walking them through processes such as applying for open positions, logging troubleshooting tickets for every local HR team, in case further actions were required
- Partner with people managers to work with them on changes or approvals for their associates.
Product Support Specialist
Kareo
09.2015 - 04.2017
- Provide technical support to medical coders, billers, as well as doctors
- The support given to the medical biller was to assist them in posting a patient or insurance payment, addressing issues like insurance companies, not the medical practices
- Assisted doctors in entering patient's demographic reports and having the ability to send electronic prescriptions in a complete and proper way.
Customer Service Representative Level III
SYKES Costa Rica
01.2015 - 09.2015
- Provide customer service to cellphone users of AT&T regarding billing issues, upgrade device eligibility, basic troubleshooting on their phones, and giving the best and absolute customer service experience ever.
Technical Consultant Level II
Hewlett-Packard
10.2013 - 12.2014
- This role was a global position providing support for HP applications such as OPT, Click, iCE, M&N, Web E&Q, Dilbert, GCSS, OPT force close, and admin tool
- Regarding daily issues that were performed were: a request for creation and activation of SR-DASH\OPT account, closure of cases, symptom codes, adding and deletion of scripts in OPT, deleting accounts for users that no longer work for the company.
Quality Analyst
Hewlett-Packard
10.2011 - 10.2013
- My position consisted of monitoring recorded calls as well as live calls through Qfinity, reviewing closed cases as well as open cases
- To ensure that all processes, procedures, call flows, documentation were meeting Hewlett-Packard's standards
- Once all the requirements were reviewed, the feedback would be provided to the HP collaborator.
Disk Storage Engineer
Hewlett-Packard
11.2008 - 10.2011
- My role as a level one engineer was to resolve the technical issues that the clients called in regarding their disk storage units
- Such as storage servers, MSA's, HSG80 controller
- And I also supported software called Storage Mirroring.
Tape Storage Engineer
Hewlett-Packard
07.2008 - 11.2008
- As a level one Tape Storage engineer, my job was to assist customers with tape storage backup units
- To ensure that all the backups performed appropriately and in a timely manner
- This either for a standalone unit or library.
Stream Technical Consultant I
Stream International
02.2007 - 10.2008
- I provided technical assistance to end-users of HP laptops
- Common issues that customers called about: Cannot connect to the internet, web-cam is not working, forgot windows password, help assist them with backing their information and restore their systems.
Back Office Representative
Fujitsu
01.2007 - 02.2008
- Verify that AT&T might have DSL service in your area
- This made him checking directions
- Achieve also prepare a report that indicated how many customers had DSL service and many customers did not.
Customer Service Representative
Supratelecom
03.2003 - 12.2006
- Responsible for the expeditious resolution of clients with problems on their phone bills, charges discrepancies in local or long-distance phone calls
- I also became the team lead of my team.
Front Desk Clerk Graveyard shift
Hotel Marriott Costa Rica
03.2002 - 03.2003
- Responsible for greeting the guests of the hotel as well as make sure that all their paperwork was in order
- Managed the registration process
- Balanced cash at the end of the shift and generated accounting reports for the benefit of the next shift.
Front Desk Clerk Graveyard shift
Hotel Parque del Lago
02.2001 - 03.2002
- Responsible for greeting the guests of the hotel as well as make sure that all their paperwork was in order
- Verified guests' registration information and took any further information required, such as identification and period of stay and took cash or processed credit cards
- Took reservations over the telephone, through emails, and in person.
Front Desk Clerk Graveyard shift
Hotel Grano de Oro
01.2000 - 02.2001
- Responsible for hotel switchboard, take calls and provide information and transfer calls
- I made sure I had gone through all these procedures; I handed the room key to the guests and guide them to their rooms
- Computed bills and took payments
- Contacted housekeeping and maintenance departments when a problem is reported.
Education
Some College (No Degree) -
Universidad Latina De Costa Rica
San Pedro, SJ 01.1999 - 2001.05
GED -
Centro De Educaion Interactivo
San Pedro, SJ 01.1990 - 1996.05
Skills
Certification
Learning with Your Mobile Device
Currentjob
Global Helpdesk Professional, McKinsey & Company, 07/2020, 08/2024, 4 years 2 months, San Jose, Costa Rica
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Jr. Service Desk Agent
Roche
01.2019 - 04.2020
Service Desk Agent
Fujitsu Americas
10.2018 - 12.2018
Dispatch Specialist
Call Center de Costa Rica
02.2018 - 07.2018
Employee Resource Center
Amazon
10.2017 - 01.2018
Product Support Specialist
Kareo
09.2015 - 04.2017
Customer Service Representative Level III
SYKES Costa Rica
01.2015 - 09.2015
Technical Consultant Level II
Hewlett-Packard
10.2013 - 12.2014
Quality Analyst
Hewlett-Packard
10.2011 - 10.2013
Disk Storage Engineer
Hewlett-Packard
11.2008 - 10.2011
Tape Storage Engineer
Hewlett-Packard
07.2008 - 11.2008
Stream Technical Consultant I
Stream International
02.2007 - 10.2008
Back Office Representative
Fujitsu
01.2007 - 02.2008
Customer Service Representative
Supratelecom
03.2003 - 12.2006
Front Desk Clerk Graveyard shift
Hotel Marriott Costa Rica
03.2002 - 03.2003
Front Desk Clerk Graveyard shift
Hotel Parque del Lago
02.2001 - 03.2002
Front Desk Clerk Graveyard shift
Hotel Grano de Oro
01.2000 - 02.2001
Some College (No Degree) -
Universidad Latina De Costa Rica
01.1999 - 2001.05
GED -
Centro De Educaion Interactivo
01.1990 - 1996.05
Global Helpdesk Professional
McKinsey & Company
7 2020 - 8 2024
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