CARLOS OBREGON PALAFOX
IT HELP DESK / TECH SUPPORT / CUSTOMER SUCCESS
- /-EDUCATION: Communication Degree truncated
COMPUTER SKILLS: VM, VPN, Citrix WS, Win OS, Mac OS, CRM such as Service Now, Marval, Zendesk and
remedy. Instant messaging; Slack, MS Teams, WeBex, Discord, etc.
Experience:
November 2019 – Present
TECH MAHINDRA / IT HELP DESK SPECIALIST
Active Directory, VM, ITIL process. Knowledge base. Password resets, Tokens, close down sessions,
troubleshooting Outlook client and many other apps, connecting remotely to the user computer to
delete cookies and cache, etc. creation of tickets for follow up through Service Now ticketing
system. Troubleshooting Thin clients and remote Lap Tops from users.
july 2019 – November 2019
WAITRAPP / CUSTOMER SUCCESS / TECH SUPPORT
Fixing issues over the chat, related to food orders made it from the app in some markets across the
US, having constant communication with the restaurants and customers, fixing issues with iPads,
troubleshooting devices, restarting the app, talking with other areas in the U.S. through Slack,
having contact with the drivers through Discord, taking tickets through Zendesk, making calls using
Ujet (Zendesk extension).
SEPTEMBER 2018 – March 2019 (Temporary contract)
CAMBRIDGE UNIVERSITY PRESS / P.T. SUPPORT ANALYST
Fixing issues in different Cambridge platforms for Teachers that present some problem creating
classes, or final clients trying to register to a course, or fixing school issues around the world, trough
Marval ticket system.
JANUARY 2018 – SEPTEMBER 2018
COMPUCOM / SANTANDER CONSUMER US / HELP DESK
Fixing users issues in US and some islands such as: Active Directory, password resets, close down
sessions stucked on the servers, troubleshooting Outlook client, connecting remotely to the user
computer to delete cookies and cache, creation of tickets for follow up through Service Now
ticketing system. Troubleshooting Thin clients and remote Lap Tops using a VPA.
*Current Mexican Passport and US VISA
