Jose De Jesus Fuentes Pedroza

 Jose Fuentes Skype: jose.fuentes227 - - EXPERIENCE IT Support Engineer HCL Technologies. Guadalajara, Mex June 2016 – Current Respond to Major Incidents regarding our applications affecting 3 or more CSR's, monitor batch jobs using Control M as the primary tool for this task as well as Splunk for any specific queries, we work as the last resource for any escalated tickets that service desk send to our team in ServiceNow for any issues with our apps by either troubleshooting directly with the affected individual, reading the activity logs of the user and fix any presented error. Account Specialist Newark Element 14. Guadalajara, Mex Apr 2015 – June 2016 Sales, Account management, Prospecting and growth of account, Customer Service, after Sales Care; working together with manufacturers and suppliers as well as Internal and External customers, troubleshooting; Organization and attendance to Seminars and Conferences Help Desk: Dell Mexico(Temporary Project) . Guadalajara, Mex. Jan 2015- April 2015 Respond internal calls from employees having issues with passwords or systems malfunctions. I would reset the users password linked to their user name and or review proxy information regarding their computer. Customer Service Rep. West .Guadalajara, Mex. Oct. 2014- Jan 2015 Respond to incoming calls for Amazon customer service and related matters. Tech support to complete customer services to help them with any issues they may have with online shopping, their account, and orders placed. Technical Support. Teletech . Guadalajara, Mex. Apr 2014- Oct 2014 Take incoming calls to help customers solve their technical problems they may have with their cellular service . One call resolution to completely resolve any problem with customers equipment, service, or mistake they may have in their account. Monitor the activities of control. Perform duties and tasks of customer care center as new software update iOS , Android , Window also study new equipment put on the market to be prepared to help every customer. BPO Fraud Analyst Tata Consultancy Services . Guadalajara, Mex Jul 2013- Apr 2014 Review Credit Card Accounts for major military bank USAA looking for fraudulent or suspicious activity so neither the member or the bank have any loss of money. Making excel reports regarding daily activity and review and updates of fraudulent merchants. Customer Service Rep. Teletech. Guadalajara, Mex. Jan 2013 – Jul 2013 Take inbound calls in call center to assist clients with general bank account matters. One call resolution to fully complete any issues with clients call to solve any errors that pertain to their account. Monitor and control bank account activities. Perform general call center duties and tasks. Floor support to new agents in product details as well with new updates in banking rules and regulations. Customer Service Rep. Teleperformance. Guadalajara, Mex. March 2012 — Jan. 2013 Respond to incoming calls mostly in Comcast cable services and related matters. Sales and tech support to complete customer services. Call center general duties and special client programs designed for sales and cable programming. HABILITIES Leadership, business orientated, Customer Service, Effective Communication, Work under pressure, Negotiation Organization, computer skills , personnel management , prioritization of tasks.Bilingual English and Spanish 100% proficient . EDUCATION Universidad de Guadalajara Preparatoria 6: Bachillerato General