J
Jose Andres Castro Cerdas
About
Detail
Heredia, Heredia Province, Costa Rica
Résumé
Jobs
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Customer Service RepresentativeSolventumJan 2024 - Current (2 years 9 months)• Address inquiries by phone about company products to hospitals, facilities, and home patients.
• Process customer orders and update accounts, ensuring compliance with company guidelines.
• Consistently meet service metrics, contributing to high-quality patient and client support.- ALocal IT Service Desk AgentAlign Technology Costa RicaJun 2019 - Oct 2023 (4 years 5 months)• Delivered global IT support via phone and ServiceNow, managing ticket queues and escalations.
• Administered accounts in Active Directory and Azure AD; managed devices via SCCM and Intune.
• Supported Windows, Office, and proprietary tools, ensuring business continuity.
• Authored and updated knowledge base articles in Confluence and ServiceNow, reducing repeat incidents. - ETechnical Support AgentExperian Costa RicaOct 2017 - May 2019 (1 year 8 months)• Provided technical support for banks and financial institutions using company tools and websites.
• Diagnosed and resolved user errors, ensuring minimal downtime for critical financial operations.
• Collaborated with cross-functional teams to improve tool reliability and user experience. - HHelpdesk TechnicianHPE (DXC)Apr 2015 - Sep 2017 (2 years 6 months)• Assist employees via inbound calls or cases.
• Troubleshoot technical issues regarding account access software or hardware, VPN access, Microsoft suite, and applications.
• Manage ticket queues, escalate accordingly, or reach out to the user to gather more information.
Education
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- CCisco CyberOpsCastro Carazo UniversityJan 2020 - Oct 2020 (10 months)
- Cisco IT EssentialsUniversidad de Costa RicaJan 2010 - Sep 2010 (9 months)
- CCisco Cybersecurity EssentialsCastro Carazo UniversityJan 2019 - Oct 2019 (10 months)
- LHigh School DiplomaLiceo Carlos Pascua Zuñiga, HerediaJan 2009 - Jul 2009 (7 months)