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Danny Headstock

@dannyheadstock

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I resolve enterprise IT incidents and improve service continuity for users and operations teams.

Peru

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I'm currently delivering advanced technical support for enterprise users at ATOS, maintaining hardware, software, network services, workstations, operating systems, and corporate applications.

I handle complex incident escalations, root cause analysis, and permanent solutions while meeting SLA requirements. I also coordinate with cross-functional teams to improve service continuity, security policies, operational processes, and user experience.

Previously, I supervised AT&T customer service operations at Teleperformance Peru and supported customers with telecommunications services, billing, plans, and technical troubleshooting. My experience also includes legal documentation, notarial procedures, customer service, and internal reporting.

Experience

Work history, roles, and key accomplishments

Tech Support – IT

Atos

Mar 2025 - Mar 2026 (1 year)

Led and delivered advanced technical support for enterprise users, ensuring high availability of hardware, software, and network services. Acted as escalation point for complex incidents, managing root cause analysis and permanent solutions while meeting strict SLA requirements.

Technical Support Hardware Software Network Services Incident Management Root Cause Analysis SLA Installation Configuration Maintenance Workstations Peripherals Operating System Corporate Applications Cross functional Coordination Security Policies Operational Processes User Experience

Operations Supervisor

AT&T

Apr 2024 - Sep 2024 (5 months)

Supervised a customer service team, generating detailed performance reports on agents managing telecommunications services. Ensured compliance with quality policies and standards, overseeing resolution of technical issues, billing, and plan management.

Supervision Customer Service performance reporting Quality Assurance Telecommunications Technical Issue Resolution Billing Plan Management Internal Reporting Process Coordination Phone call handling Operational Efficiency Customer Satisfaction

Bilingual Agent

AT&T

Jun 2023 - Feb 2024 (8 months)

Provided customer service, delivering information on telecommunications plans and services, technical support, and troubleshooting for AT&T users. Managed plan changes, service updates, and billing support.

Customer Service Telecommunications Technical Support Troubleshooting Plan Management Billing Support Reporting Documentation Phone Handling Client Advisory

Legal Assistant

Notary Loayza

Sep 2020 - Apr 2023 (2 years 7 months)

Delivered customer service, offering information on document legalization procedures. Certified essential notarial letters for legal processes and drafted documents for the Lima Notary Association and Immigration.

Customer Service Document Legalization Notarial Letters Drafting Legal Documentation Phone Inquiries

Customer Service Representative

Inversiones LVP SAC

Feb 2019 - Mar 2021 (2 years 1 month)

Worked in the customer service department, providing information about tourist locations, travel, and prominent areas in Lima. Addressed customer issues, managed complaints, assisted with supply inventory, and ensured client needs were met.

Customer Service Tourism Information and Client Assistance Complaint Management Inventory Management Client Relations