James Machado De La Torre

· Senior analyst to deliver advanced IT support in multiple languages across multiple regions in Europe. · Support first line analysts of the whole EU team, act on critical incidents, coordinate with technical teams in AME, AMEI & APAC. · Maintain 85% of incident resolution rate, high CSAT. Update KBAs, test and deploy solutions for new problems. · Technical and communication presentation skills applied, high multitasking and deliver effectively under pressure and time constraints.

• Deliver IT support in three languages across multiple regions. • Manage and resolve incoming support tickets, documentation in the ticketing system. • Achieved high first-call resolution rates (FCR > 80%). High customer satisfaction (CSAT) scores. • Install, configure, and maintain software applications and updates across multiple platforms. • Troubleshot and resolved hardware, network, and software problems for desktops, laptops, and peripheral devices.

• Troubleshoot and repair desktops and laptops, both software and hardware. • Replace hardware parts such display, hard drive, motherboard, RAM, etc. Re-image / flash BIOS, install OS. • Communicate effectively to customers regarding course of action, costs, expected repair time. • Manage stock for replacement parts, deal with inventory management.