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DL@danieldelange
Eager help desk agent committed to innovative technical support.
Costa RicaAs a dedicated help desk agent, I am eager to contribute my skills to a forward-thinking organization that values innovation. My experience includes providing technical support to users via phone and email, where I effectively address hardware, software, and account-related issues. I am committed to continuous growth and collaboration, confident that my proactive approach will add value to your team.
In my previous roles, I created and managed support tickets to track and resolve user-reported incidents, reset user accounts and passwords using tools like Active Directory, and escalated unresolved or complex issues to appropriate teams following established protocols. My ability to collaborate with supervisors and teams ensures timely resolution of technical and operational issues, enhancing overall productivity.
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Work history, roles, and key accomplishments
Mizuho Bank
Oct 2021 - Oct 2022 (1 year)
Provided technical support to users via phone and email, addressing hardware, software, and account-related issues. Created and managed support tickets, reset user accounts, and escalated complex issues to appropriate teams. Collaborated with supervisors to ensure timely resolution of technical issues.
Foundever
Jan 2021 - Oct 2021 (9 months)
Provided inbound support and sales for home services, including internet and cable. Scheduled technician appointments and handled customer retention efforts, escalating to the retention team when necessary.
Teleperformance
Jan 2020 - Jan 2021 (1 year)
Reviewed and verified digital content for platforms like YouTube TV, ensuring quality and accuracy. Edited XML files to update subtitles and metadata in alignment with platform requirements.
Degrees, certifications, and relevant coursework
URBachelor of Science, System Engineering
Studied System Engineering, focusing on the principles of engineering and technology to develop and maintain computer systems.
CICisco Certified Network Associate, Networking
Completed courses in CCNA 1, CCNA 2, and CCNA 3, gaining knowledge in networking fundamentals and routing protocols.
HUCertificate, Cybersecurity
Completed the CS50 Cybersecurity course, which covered essential cybersecurity concepts and practices.
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