Jonathan Alvarez
Heredia
Summary
Former Networking and cybersecurity student at Universidad Nacional de Costa Rica. Passionate and responsible, always looking for new challenges and learning opportunities.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
3m
09.2022 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 3 IT support to non-technical internal users through desk side support services.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.
- Optimized network performance through routine monitoring, troubleshooting, and infrastructure upgrades.
- Streamlined help desk operations by implementing an effective ticket management system.
- Improved productivity within the company by providing comprehensive training on new software applications.
- Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
- Contributed to disaster recovery planning efforts, safeguarding critical data against potential loss or corruption.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
Tech Support Agent Tier 2
Microsoft
08.2022 - Current
- Provide assistance through ticket service using Service now and CRM to all internal employees, issues related to bitlocker, Azure, office package applications, teams, outlook, VPN problems, Windows defender, Windows OS, Mac OS, Linux, Issues related to the network, basic wireless, Virtual machines, remote desktop apps, SAW machines, authentication errors and credential errors such as usernames and passwords.
- Verified and improved quality standards by analyzing customer service metrics.
- Developed expertise across various lines of insurance products, enabling informed advice and guidance for clients seeking comprehensive coverage solutions.
Service Desk
IBM
02.2021 - 07.2022
- Be the first point of contact for internal employees and provide excellent customer service
- Solve tech issues for Windows, MacOS, Linux
- Provide assistance and support for virtual machines and plattforms
- Detect and solve issues related to password, user or any other internal credential
- Ticketing using Service Now
- Troubleshooting for applications such as SAP, Teams, PowerBI, Office package, Outlook, Onedrive.
- Supervised operations of 24-hour customer service desk staffed by 7 team members.
Collections agent
UCB
03.2020 - 01.2021
- Provide excellent customer service, support and guidance for any issues related to payment
- Find financial solutions for the debtors
- Deliver the requested amount of debts collected per month
- Overcome objections, great communication skills and fast solving skills were required within this job, Two times awarded for great performance being part of the 8% of the employees with outstanding performance.
Customer Service Agent
Sykes
04.2018 - 02.2020
- Provide excellent customer service while solving basic tech issues for wireless to all ATT customers, spanish and english, close sales and fulfill metrics related to sales and performance
- Handle calls with annoyed users and retain them by looking any other offer available for them.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Education
High School Diploma -
Conservatorio De Castella
Heredia, Costa RicaCNNA CERTIFICATE - Computer Networking
Universidad Nacional De Costa Rica
Heredia09.2025
Skills
- Fast solver Expert
- Agile certifcation Expert
- Lean six sigma White belt
- Native speaker Expert
- Comunication skills Expert
- Time management
Accomplishments
Lean six sigma White Belt
- Increased number of resolved job tickets by 75% over previous year.
- Contributed to a reduction in operational costs of 2%.
- Best Employee in customer satisfaction award.
Certification
CCNA mod 1,2 and 3, 2021, Cisco networking academy certification for modules 1,2 and 3 Universidad Nacional de Costa Rica.
Timeline
IT Help Desk Technician
3m
09.2022 - Current
Tech Support Agent Tier 2
Microsoft
08.2022 - Current
Service Desk
IBM
02.2021 - 07.2022
Collections agent
UCB
03.2020 - 01.2021
Customer Service Agent
Sykes
04.2018 - 02.2020
High School Diploma -
Conservatorio De Castella
CNNA CERTIFICATE - Computer Networking
Universidad Nacional De Costa Rica
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