Horacio Torruco
Montevideo,MO
Summary
IT Help Desk Analyst experienced in providing top-notch support through many different channels of communication. Adept in troubleshooting complex issues and working to discover and implement real solutions. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Helpdesk Senior Associate
NTT Data
11.2020 - Current
- Configured, implemented, troubleshot, and resolved software and hardware problems, peripheral devices, and networks.
- Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction
- Assisted the coach position in the creation of articles for the knowledge base of the account, as well to update the existing articles, doing research in past tickets and the entire database of ServiceNow.
- Installs software and necessary applications for workflow.
- Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
Customer Service Representative
Teleperformance
04.2018 - 03.2019
- Assist customers with PC hardware, software, or other IT-related issues regarding the hard drives of the brands Seagate and LaCie
- Maintained knowledge of the product to answer tough questions, achieved 90% satisfaction rating in the customer survey.
Education
Bachelor of Visual Arts -
Universidad de Guadalajara
Guadalajara, JaliscoSkills
- Troubleshooting L2 (advanced)
- Ticketing System
- Networking
- ServiceNow
- ITIL (Advanced)
- Virtual Desktop
- Office 365
- Operating Systems (Windows, Mac OS)
- Amazon Workspace (AWS, Cloud)
- Active Directory
- Citrix
- ComPTIA
Websites
Accomplishments
- Resolved product issue through consumer testing.
- Achieved 100% Customer Service Satisfaction by completing interactions though phone, chats and email with accuracy and efficiency.
- Supervised team of 9 staff members.
- Collaborated with team of Management in the development of strategies to review P1 and P2 tickets and assign to the correspondent teams with efficiency
- Collaborated with team of Coaching in the development of articles for the knowledge base of the account, as well to update the existing articles, doing research in past tickets and the entire database of ServiceNow
Certification
- ITIL, NTT DATA - 2022
- ComPTIA Cloud+, Data+, IT Fundamentals NTT DATA - 2023
Languages
Spanish
Native language
English
Proficient
C2
Portuguese
Advanced
C1
Timeline
Helpdesk Senior Associate
NTT Data
11.2020 - Current
Customer Service Representative
Teleperformance
04.2018 - 03.2019
Bachelor of Visual Arts -
Universidad de Guadalajara
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