DIANA PAOLA MADRIGAL PELAYO
EXPERIENCE
Senior Tech Support
AT&T
November 2022- March 2023
I am in charge of takin calls and assist all users with all types of issue
they might have either tech wise or billing as well. Troubleshoot
broadband, phone and TV equipment and send out dispatch or
replacement of equipment of necessary.
Local IT
HCL Technologies
August 2022 -
September 2022
San Pedro Tlaquepaque,
45599 I was in charge of creating make sure to make computers for new
users and add the HCL image. Also, to create tickets for users who
had issues either with their hardware, software and /or their
33-38-58-80-81 accounts. Would also make sure that certain servers were also
turned on and not giving any errors.
Senior Analyst
HCL Technologies
paola.diana777@gmail.com April 2020 – September 2022
Lead: -I am in charge of the afternoon shift. I make sure that all
my agents are updating their tickets and tasks so that SLA is not
breached. As well I run reports for Abandon call rate, FCR and
CSAT. Create meetings with my agents to go over any updates
that have been done for any process. If any of the agents have
OBJECTIVE: any doubt they go ahead and reach out to me.
I am seeking a company where I can use
my experience, talents, and education QA: -I grade 150 calls per month of all the agents and provide
to help the company surpass its goals. feedback to them. Make sure that the things that they need
To be part of the success in an improving is implemented and I Also clear out any doubt they
environment of growthand excellence. might have at the moment.
Trainer: -Once a new joiner comes in, it is my job to request
them new equipment and accesses for them. The training takes
2 weeks in which I teach the newbie what processes and
actions to taken depending every situation a user can contact
us. Let the newbie shadow and also do hands on work.
Agent: -As an agent I am in charge of taking calls, making calls,
chats and emails in which the users contact us. I make sure that I
always tr to get in contact with the user right away when a ticket
is received and try to follow up with them until their issue is
resolved.
Service Desk
IDC Technologies
December 2018 - April 2020
Agent: Establish VPN connection for user. Request access for
users. Reset passwords for domains. Configure RSA tokens and
Duo. Level 1 troubleshooting Create tickets. Follow up on tickets
and provide resolutions for users.
Service Desk
HCL
April 2018 - November 2018
Agent: Provide password reset. Establish internet connection for
user. Basic troubleshooting. Create tickets. Provide users with status
. f already created tickets.
o
Customer Service Representative
Alorica
September 2017 - February 2018
Agent: Assist users with the checkout process. Track
packages and provide with the status. Help in getting and
item replaced or refund depending on situation. Would
follow-up with user for their delivery. Provide great customer
service.
Customer Service Agent
Teletech
March 2017 - September 2017
Agent: Took payments. Troubleshoot user’s cellphones.
Checked for outages throughout the areas. Assisted with
changing and renewing plans. Went over bill and usage with
customer.
EDUCATION
High School
Liberty Jr. High School
Burbank, IL. 60459
SKILLS
❖ Remedy
❖ Salesforce
❖ Service Now
❖ Office 365
❖ Verint
❖ Excel
❖ Active Directory
❖ RSA
❖ Forticlient
❖ Cisco AnyConnect
❖ TeamViewer
❖ AnyDesk
❖ Azure Portal
❖ Microsoft Admin Center
❖ SAP
❖ PowerBi
❖ Logme In
❖ Remote Desktop
❖ Windows OS
❖ SOE
❖ Customer Connect
❖ CRM
❖ Remote Support Tool
❖ VmWare
❖ Citrix
LANGAUGES
English / Spanish
Best Quality Skills: Best Quality Skills:
o Fast Learner
o Active Listener
o Organized
o Multi Task
o Responsible
o On Time
o Time Flexible
