Fernando López Martín

• This role was global help desk for internal colleagues worldwide providing techinal assistance, guidance on none techical issue as well routing requests to specific teams such as for instance the Wintel team when a specific provisioning access to a particular ADS group was needed by the colleague\user.

• The technolgies that were used in the McKinsey.

• Windows 10 and Windows 11 or Apple OS

• I gained knowledge in the following areas: VPN (Global Protect) Microsoft Office, Outlook, and Mobile Devices (iPhones and iPads), specificaly in reference to Mobile Device Management (Ivanti and VMware Workspace One, and Slack.

• Curiosity and desire to learn new skills and to extend own knowledge about new IT technologies

• 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

• Demonstrated a collaborative style and the willingness to help others

• Excellent written and verbal communication in English

• I have a 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.

• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.
• Managed time efficiently in order to complete all tasks within deadlines.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Worked effectively in fast-paced environments.
• Worked flexible hours across night, weekend, and holiday shifts.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Strengthened communication skills through regular interactions with others.
• Paid attention to detail while completing assignments.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Organized and detail-oriented with a strong work ethic.
• Learned and adapted quickly to new technology and software applications.
• Resolved problems, improved operations and provided exceptional service.
• Proved successful working within tight deadlines and a fast-paced environment.

• 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.

• 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.

• 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.

• 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.

• 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
• As far as my tasks in this department, they were limited nonetheless I always had the will and initiative to obtain more information about other tools' support that were not part of my daily basis work
• I always did my best to understand the issue from the perspective of my internal users by shadowing with them as well sharing their desktop via Lync
• This action was not part of my job
• But I did this to understand in full what my users went through daily
• As a result of my actions, I gained sufficient knowledge that when it came to issues with iCE and Click, within my team regarding issues related to these tools, I became the first point of escalation.

• 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
• This feedback would be sent via email with the respective score and explained over the phone or face to face
• As a QA Analyst, I focused on details and ensured that the teams that were assigned to me had the best quality performance
• One of my biggest accomplishments is that one of my teams had the lowest metrics in terms of: TCE, hold, ATH, and QA scores
• After one month of working with each agent as well as their manager and team lead, we brought these metrics from 50% up to 95%
• By the end of the quarter, all metrics were at 100%
• As a result of this accomplishment, more managers wanted me as their Quality Analyst and recognized me on several occasions.

• 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 a software called Storage Mirroring (Description of the software: It is so intended to prevent data loss from failure, error, or disaster and it does by replicating and recovery of valuable data from a Windows or Linux to another server.

• 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
• One of my accomplishments is that I was transferred to the Disk Storage department because of my good metrics, positive attitude, as well as patience.