Mario Antonio Roach IT | Consultant | Advisor | Computer Networks

Help Desk Specialist

NTT DATA North America

Apr 2025 - Current (1 year 5 months)

Provide first-level technical support to end-users via phone, email, addressing hardware, software, and network-related issues. Diagnose and troubleshoot technical problems to resolve user concerns promptly and effectively. Log, track, and manage all support requests in the ticketing system, ensuring timely updates and resolution. Install, configure, and maintain computer systems, applications, and peripherals. Educate users on IT best practices, software applications, and troubleshooting tips. Escalate complex issues to higher-level IT staff or external vendors when necessary. Maintain and update documentation related to technical support processes and system configurations.

Process Associate - Mitigation Analyst

Prodapt

Nov 2024 - Mar 2025 (5 months)

Responsibilities: Provide technical support and troubleshooting assistance to customers experiencing internet connectivity issues. Diagnose and resolve internet problems, including slow speeds, connectivity drops, and hardware/software malfunctions. Guide customers through step-by-step troubleshooting processes via phone, email, or chat. Document and track customer interactions and resolutions in the company's CRM system. Collaborate with other team members and departments to escalate and resolve complex issues. Stay up-to-date with the latest internet technologies, trends, and best practices. Maintain a high level of customer satisfaction by providing timely and effective solutions.

Technical Support Specialist

Foundever

Oct 2023 - Nov 2024 (1 year 2 months)

Acknowledge technical problems and concerns, provide solutions based on specific issues, recognize patterns and working on team.

Retention Specialist

Radius Global Solutions LLC

Feb 2023 - Oct 2023 (9 months)

I have to provide customer with solutions related to their scenario when it comes to cancelling, follow guidelines, systems and processes to exceed expectations.

Customer Experience Specialist

Alorica

Sep 2022 - Dec 2022 (4 months)

*Assist customer with their issues on the phone services the company offers *Technical support

Especialista en soporte técnico

Alorica

Aug 2021 - Sep 2022 (1 year 2 months)

Yo trabajo esta posición de forma bilingüe, a petición de los clientes por comodidad.

Agente de Subtitulados

Alorica

Jun 2021 - Jul 2021 (2 months)

As a "captioner" you have to speak to a computer system while you repeat whatever it is the person in the line is saying, so that the computer system can pick up your voice to text and then the customer with hearing loss reads it.

Representativo del Servicio al Cliente

Alorica

Mar 2021 - May 2021 (3 months)

Como un Representativo del Servicio al Cliente, debía estar disponible para cualquier consulta que los clientes tuviesen del determinado producto, mantener la confidencialidad requerida, ofreces soluciones y descuentos dependiendo de lo que determine. Sobresaliente servicio al cliente. Trabajar como Back Office cuando fuese requerido.

Mario Antonio Roach

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