Henry Armando Calderón Hidalgo

Teaching & Coaching: Delivered training sessions to new and existing team members, improving their communication skills and product knowledge. Performance Analysis: Monitored group KPIs and individual metrics to identify learning gaps and provide constructive feedback. Leadership: Managed a team of agents, ensuring high-quality service standards and fostering a positive work environment. Conflict Resolution: Handled escalated issues and mentored staff on effective problem-solving techniques.

ServiceNow Developer & Technical Support (Internship) Collaborated remotely with a Spanish-based company, maintaining daily professional communication in native Spanish. Developed and customized modules using JavaScript within the ServiceNow platform. Assisted in troubleshooting technical issues, demonstrating strong problem-solving skills and attention to detail. Worked in an Agile environment, coordinating tasks with a distributed team.

Experienced specialist handling international communications in Spanish and English. Communication Skills: Responsible for explaining complex product details and services to diverse clients, ensuring full understanding. Conflict Resolution: Managed client inquiries with patience, empathy, and clear articulation. Multicultural Environment: Worked daily with people from different cultural backgrounds, adapting language and tone to each individual's needs.

Managed the installation, configuration, and maintenance of the company's corporate telephone networks and communication infrastructure. Supervised the deployment of fiber optic systems and wireless networks, ensuring stable connectivity for the enterprise. Performed technical troubleshooting and provided support for network equipment. Coordinated technical projects, planning workflows and ensuring tasks were completed on schedule.