Juan Camilo Marroquin Mosquera

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IT HELP DESK SUPPORT

Aladdin hotel & casino S.A.S,

Jul 2022 - Dec 2022 (6 months)

• Help desk support for a virtual casino • Assisted with any computer issue (not working tools, issues with credentials, networking issues, intranet issues, hardware issues, etc) • Troubleshooting, coming up with solutions and workarounds to some of these issues so agents and staff can be back on their usual daily task as soon as possible • Management of data bases of agent and staff information and credentials, platforms and intranet accounts used by the client • Provided support using Office tools • Provided support using Office tools • Making reports about the encountered issues and following up on these as well, making sure we have no non-productive agents left behind • Monitoring and taking note of any issues that may come up with

IT HELP DESK SUPPORT

SupportYourApp

Jul 2022 - Oct 2024 (2 years 4 months)

• Provide IT support in operations for an internationally operating flower arrangement company • Management of data bases of agent and staff information and credentials, platforms and intranet accounts used by the client • Making reports about the encountered issues and following up on these as well, making sure we have no non-productive agents left behind • Remotely fixing, setting up and installing old or new devices in different facilities around the world • Managed IT department's billing

CUSTOMER SERVICE AGENT

Amazon

Oct 2021 - Jul 2022 (10 months)

• Outsourced customer service agent for Amazon.com in the USA • Protected customer's personal and financial information • Provided customer service • Provided technical support • Provided support using Office tools

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IT HELP DESK SUPPORT

Teleperformance

Aug 2020 - Sep 2021 (1 year 2 months)

• Promoted to the IT help desk support department at Teleperformance • Assisted with any computer issue (not working tools, issues with credentials, networking issues, intranet issues, hardware issues, etc) • Troubleshooting, coming up with solutions and workarounds to some of these issues so agents and staff can be back on their usual daily task as soon as possible • Management of data bases of agent and staff information and credentials, platforms and intranet accounts used by the client • Making reports about the encountered issues and following up on these as well, making sure we have no non-productive agents left behind

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CUSTOMER SERVICE AGENT

Teleperformance

Jun 2020 - Aug 2020 (3 months)

• Outsourced customer service agent for UPS in the USA • Protected customer's personal information • Provided customer service • Resolved and managed tickets • Provided support using Office tools • Provided support using Office tools

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IT HELP DESK SUPPORT

Alliance Insurance Group

Jun 2018 - Jun 2020 (2 years 1 month)

• Help desk support at an outsourced office for an insurance company in the USA • Assisted with any computer issue (not working tools, issues with credentials, networking issues, intranet issues, hardware issues, etc) • Troubleshooting, coming up with solutions and workarounds to some of these issues so agents and staff can be back on their usual daily task as soon as possible • Network installation and maintenance • Provided support using Office tools

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CUSTOMER SERVICE AGENT

SITEL DE COLOMBIA

Feb 2018 - Jun 2019 (1 year 5 months)

• Outsourced customer service agent for ADP in the USA • Protected customer's personal and financial information • Provided customer service • Provided support using Office tools • Provided support using Office tools

Juan Camilo Marroquin Mosquera

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