MO

Looking for a job

Mario Ortiz

@marioortiz

Service Desk Analyst at CCSI–Compucom GSC who troubleshot Windows, VPN, account access, email, and hardware issues for U.S. and Canadian users.

At CCSI–Compucom GSC, I provided bilingual phone support to users of a U.S. bank account, troubleshooting Windows, login, and account-access issues.

I also handled password, network and VPN, email, connectivity, and hardware or peripheral problems. I documented tickets, escalated cases when needed, and used remote-support tools and technical knowledge bases.

Earlier, I supported accounts serving users in the United States and Canada at CCSI–Compucom GSC. My experience also includes technical-support inquiries for Comcast and basic computer maintenance while operating an internet café.

Experience

Work history, roles, and key accomplishments

CG

Phone Service Center Analyst

CCSI–Compucom GSC

Nov 2023 - Apr 2026 (2 years 5 months)

Provided bilingual phone support to users of a U.S. bank account, troubleshooting Windows, login, password, network/VPN, email, connectivity, and hardware/peripheral issues. Documented tickets, escalated cases when needed, and used remote-support tools and technical knowledge bases.

Windows Account Access Password Resets Network Troubleshooting VPN Email Connectivity Hardware Peripherals Remote Support Tools Knowledge Base Ticket Documentation Escalation Management

PR

Telesales Analyst

Prosa

May 2018 - Sep 2018 (4 months)

Handled phone-based credit card sales for an American Express campaign.

Telesales Credit Card Sales Phone Communication

TC

Phone Advisor

Teleperformance HTG S.A. de C.V.

Aug 2017 - Dec 2017 (4 months)

Assisted customers with phone, cable, and internet service activation and general technical-support inquiries for Comcast.

Customer Support Technical Support Phone Cable Internet Activation

AC

Phone Advisor — Card Retention

Atento Servicios, S.A. de C.V.

Oct 2016 - Apr 2017 (6 months)

Handled customer calls for a Bancomer credit-card retention campaign.

Customer Retention Credit Cards Phone Support

SE

Internet Café Owner/Operator

Self-employed

Nov 2011 - Jul 2015 (3 years 8 months)

Managed daily operations, assisted customers, prepared documents, performed basic computer maintenance, and managed budgets.

Operations Management Customer Service Documentation Preparation Computer maintenance Budget Management

IC

Internet Café Assistant

Internet Café

Jul 2008 - Sep 2009 (1 year 2 months)

Assisted customers, provided access to computer equipment, and prepared or edited documents.

Customer Assistance Technology Access Documentation Preparation Document Editing

Education

Degrees, certifications, and relevant coursework

IN

INBA

High School Diploma, General Studies

Completed high school education and obtained a music diploma.

Tech stack

Software and tools used professionally

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Availability

Looking for a job

Location

Mexico

Authorized to work in

Salary expectations

120k-180k MXN

Job categories

Service Desk Analyst Technical Support Specialist Customer Support Representative

Skills

Service Desk Support Phone Support Windows Troubleshooting Account Access Login Issue Troubleshooting Password Resets Account Unlocks VPN Troubleshooting Email Troubleshooting Network Troubleshooting Connectivity troubleshooting hardware troubleshooting Peripheral Troubleshooting Ticket Documentation Ticket Escalation

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