Sebastian Ureña Rojas

• Answer customer inquiries through phone calls, emails, and chat support
• Utilize a ticketing system to monitor customer inquiries and track progress
• Monitoring and managing billing activities for AWS services used by customers.
• Analyzing usage patterns and suggesting cost-saving measures to customers.
• Managing customer accounts and ensuring compliance with AWS policies.
• Collaborating with cross-functional teams to identify and implement solutions to improve system performance and user experience
• Resolved 30 technical support inquiries per day.

• Developed and maintained an IT Help Desk to provide technical support to users.
• Answered customer inquiries through phone calls, emails, and chat support
• Utilized ticketing system to monitor customer inquiries and track progress
• Basic networking and troubleshooting of network equipment.
• Troubleshoot and resolve issues with software or hardware.
• Analyze records and logs to spot underlying trends and potential issues.
• Walk colleagues or clients through steps to help them resolve their technical problems.
• Support the implementation of new solutions or applications.
• Establish accounts for new users and assist with password or login problems.
• Resolved 30 technical support inquiries per day.

Temporary contract to provide services for DXC Technology, upon contract completion due to outstanding performance moved to work directly with DXC Technology on November 8 of 2021.

• Developed and maintained an IT Help Desk to provide technical support to users.
• Answered customer inquiries through phone calls, emails, and chat support
• Utilized ticketing system to monitor customer inquiries and track progress
• Basic networking and troubleshooting of network equipment.
• Troubleshoot and resolve issues with software or hardware.
• Analyze records and logs to spot underlying trends and potential issues.
• Walk colleagues or clients through steps to help them resolve their technical problems.
• Support the implementation of new solutions or applications.
• Establish accounts for new users and assist with password or login problems.
• Resolved 30 technical support inquiries per day.

• Customer Service (English/Spanish)
• Translated verbal conversations in telephone settings
• Facilitated client and doctor meetings by interpreting conversations accurately and effectively
• Resolved 30 technical support inquiries per day.

• Computer hardware maintenance.
• Install and configure software and computer systems.
• Troubleshoot and resolve issues with software or hardware.
• Maintain procedures and reports that provide technical support to the entire organization.
• Test, evaluate, and make decisions about new technology for the business.
• Basic networking and troubleshooting of network equipment.
• Resolved 30 technical support inquiries per day.