Marcos Castillo Lopez

• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Researched and identified solutions to technical problems.
• Monitored system performance to identify potential issues.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Provide support, guidance and great customer service over chats.
• Contact customers to request feedback about their experience with our products.

• Escalation queue, taking only escalation from the account, with my expertise, able to calm down the customers and provide a solution to their issue, and even escalate it with other teams if required.
• Take escalations, assisting irate/mad /unsatisfied Customers to make their experience pleasant and feel heard, to resolve their issue/request avoiding bad reviews.
• Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
• Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
• Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
• Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
• Mentored new agents on best practices for effective call flow and call management and instructional techniques for tool usage. Assist agents on complex scenarios with their customers.
• Provide coaching to agents whenever they need to improve, also give training of new procedures/processes to help the agents be updated.
• Supervisor: Jayson Blanco / Phone: 8525-0808

• Provide support to Microsoft users for Azure Billing / account issues.
• Support for the following accounts: Sponsorship / Azure Students / Azure Internal Registration System (AIRS) / CSP (cloud Solution Provider) / Microsoft Partner Network (MPN) / Visual Studio / Microsoft Customer Agreements (MCA) / Enterprise Agreement / Azure in Open (MOSP) / Pay-As-You-Go / Azure Free Account Subscriptions.
• Azure Subscriptions creation, provisioning, and management issue.
• Azure Billing pricing, payment, tax, credit, and refund questions
• Data Migration and Ownership transfer
• Azure Portal login and sign up
• Understanding of the Invoice and Usage Report
• Payments/charges errors/disputes/concerns
• Customer subscriptions Management (Disable or re-enable)
• Refund payments from issues on customer account
• Support basic error and login errors over Azure portal
• Verify fraud issues from customers
• Credits / refunds regarding billing account or outage/SLA
• check Credit Card issues from customer
• Update/check the customer payment instrument
• Create collaboration with all technical teams to help the customer resolve his issue. Handoff case only when necessary to the technical team.
• Apply of FQR (first quality response) and LQR (last quality response)
• Remote control sessions to view the customers issue and be able to support
• Service Desk (now is DFM) (Microsoft site) ticketing system.
• Use of internal tools to review/check/apply refunds/disable-re-enable accounts/confirm customer account owner/ etc.
• ACM (Azure Cost management):

● Access/Permission Issue

● Billing Usage Discrepancy

● Budget/Consumption API issues or Azure Consumption Insights

(PowerBI App) issues

● Budget/Consumption API issues or Azure Consumption Insights

(PowerBI App) issues

• High customer service skills.
• Outbound calls and Emails
• Supervisor: Cinthya Camacho / Phone: 8993 8583

• Provide support to Microsoft users that used the Azure Networking cloud application.
• Knowledge of PowerShell cmdlets on azure environment.
• Azure Portal use to create azure environments for test and to assist the customer over their issues by reproducing their issue.
• Application gateway / IP addressing / NSG UDR’s / P2S/Vnet2Vnet and Peering / IPSec / VPNGateway / Load Balancer / S2S forced tunneling and BGP
• High customer service skills use.
• Outbound calls / Mails
• Remote control sessions for troubleshooting
• Service Desk (Microsoft site) ticketing system.
• Supervisor: Emanuel Gomez / Phone: 2234-5173

• Provide support to Microsoft users that used the CRM application Microsoft Dynamics 365 support to users and partners.
• The CRM application has field service and project service functions.
• All kinds of troubleshooting and investigation for the tool, Microsoft portal and others.
• High customer service skills use.
• Outbound calls / Mails
• Remote control sessions for troubleshooting
• MsSolve (from Microsoft) ticketing system.
• Supervisor: Jonathan Solano / Phone: 2234-5173

• Provided basic end-user troubleshooting and desktop support.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Inbound/outbound calls
• Provide support to a company of around 6000 users.
• Used ticketing systems to manage and process support actions and requests (Self-service).
• Supervisors: Olman Vargas / Phone: 4001-6270

• Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
• Established network specifications and analyzed workflow, access, information and security requirements.
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Migrated data from legacy Lotus system to Outlook databases.
• First Line Support for all America.

Responsibilities:

• -Any User Problem (account unlock / Password change / any problems with software / hardware or Applications that had problems, troubleshooting with users or site.
• -Use of ticketing system.
• -hardware Issues: keyboard, mouse, LAN telephone, mobile phone, laptop desktop headset etc.
• Creation of user accounts in AD and adding to Groups, creation of Groups, manage GPO.
• -Creating Outlook email accounts. Experience in Lotus Notes before migrating to Outlook.
• -Creating Lync accounts (Previously Communicator) chat.
• -Creating Accounts RSA servers (hard or soft security token).
• -Ensure Security monitoring company PC's on issues of virus infection and cleaning, console AV (sophos).
• USB scans and any Media user before use.
• -Knowledge / Troubleshooting Citrix XenApp Client.
• - Mild Knowledge by VMWare Virtual Server.
• -Setting Machines Laptop / desktop with Company Windows OS with parameters and company policies, using Kace console to install OS and applications deployments.
• -control and manage user access for servers’ sites by country or location.
• -Monitor Company equipment, servers (iDrac) or VMware, firewall (browsing), ISP Modem (browsing), switches (browsing), turn them off, Restart or turn them on, as device remotely to prevent damage (power failure if UPS do not support).
• -Monitor Network link (pathview) if network is slow or apps not running as they should or user complaints, check to see if ISP or local issue.
• -Purchase Of company equipment: Laptops / Desktops / switches / headsets / keyboard / mouse / mobile phone / any necessary for the company to compare equipment brands qualities and prices.
• -Install Peripheral equipment, printers and ensure maintenance.
• -Experience in Servers, switches, Laptop / Desktop computer all DELL.
• -Travel, local and abroad for projects.
• Supervisor: Oscar Boza/ Phone: 2208-3500

• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Managed 20 + incoming calls each day with utmost professionalism and knowledgeable service.
• Conducted client and market surveys to identify areas of improvement.
• support for users with home loans in Spanish/English at USA, Responsibilities: providing aid as payment arrangements changes in the loan and attend few in Bankruptcy.
• knowledge increase by reading daily for new procedures to provide better service.
• Manage to raise my Customer service to a higher level, in addition to get an excellent control of calls.
• learned to be multifunctional having to perform several tasks at the same time.

• Supported customers by managing 40 calls per day efficiently while maintaining professionalism and upbeat tone.
• Identified service improvement opportunities through call volume and performance reports.
• Sell to the Hispanic market in the US, satellite television packages, also sell in English which I made for being bilingual and that helped me doubled my sales.