Maikol Ovares
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villarrealova@gmail.com
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61529183 61529*** show
About Me
Una sensación de curiosidad siempre me había impulsado a explorar cosas nuevas, personas, lugares e ideas para innovar con liderazgo, servicio al cliente, marketing y recursos humanos y centro de llamadas de TI. Experiencia en el entorno de oficina de Microsoft usando el teléfono y la computadora como instrumento principal para realizar las tareas del trabajo; experiencia en métricas e informes con herramientas avanzadas de Excel y herramientas de análisis.
Habilidades con gestión de proyectos, negocios con grupos de interés.
Education
Administración del talento humano
• Excellent English & German communication skills (written, comprehension and verbal) • Ability and willingness to communicate with others • Ability to demonstrate empathy • Ability to use effective questions • Ability to demonstrate active listening • Ability to communicate in a positive manner • Good comprehension skills – ability to clearly understand the issues customers experience
Work & Experience
Technical Support service desk at Fujitsu.
• Good technical infrastructure design skills with software and hardware issues. • Good communication skills to communicate with customers, support personnel, and management • Good analytical and problem solving skills • Good organization skills to balance and prioritize work • Ability to handle multiple tasks simultaneously and switch between tasks quickly
Technical Support Specialist trilingual at HP.
Respond to team inquiries with regards to calls/off phone assignments giving direction. Respond to calls inbound/outbound regarding of IT department. Advising manager of best business practices when communicating with other departments to insure any need is met. Monitoring Avaya to ensure service level agreements are met and agents are adhering to their schedule Responsible for HHOSST email box Updating and monitoring all processes. Delivering them to the team. Responsible for working all Order Escalations sent to Leadership email Provide coaching to specialists. Review Dynamics reports to make sure all functions are being handled correctly and efficiently. Responsible for monitoring all outbound functions, Spreadsheet, Decline Reports, etc, are being worked and handled correctly. Responsible for generating and Monitor the Decline Reports.
Support Analyst trilingual IT at IBM.
Resolving customer hardware/software workstation problem tickets. Solving issues connecting remotely to physical and/or virtual machines. Thinking outside the box providing solutions to issues. Technical knowledge of the supported platform. Working knowledge of the hardware. Resolving tickets within the customer SLA. Demonstrating verbal and written communication skills to guide the user and provide technical and process information. Technical and Professional Expertise Windows 7, 10 Troubleshooting and infrastructure understanding. Computer Hardware and Software Understanding. Computer Network Understanding. Working knowledge of MS-Word, MS-Outlook and MS-Excel. Software Installation/ uninstallation understanding. Customer Communication and Business Skills.
