Ricardo Adrian Arzola Barraza
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Technology Support Specialist | Concierge Support | Service Desk QC Specialist [Chat Support / Email Support]
Durango, Mexico
Résumé
Jobs
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Technology AV Support SpecialistOneVision ResourcesNov 2025 - Jan 2026 (3 months)- Tech Support Specialist verified_user Verified experienceFloifyJun 2024 - Current (2 years 5 months)As a Tech Support Specialist, I provided front-line support for PO's software, assisting users with troubleshooting, onboarding, and navigation via Email and Chat (ZenDesk). I specialized in mortgage automation software solutions, APIs, integrations, file push, and documentation. My role involved diagnosing and resolving technical issues reported by customers and escalating complex cases to engineering teams when necessary. I created and maintained knowledge base articles, FAQs, and troubleshooting guides to empower customers to self-serve, thereby improving overall efficiency. Additionally, I collaborated closely with internal teams, including product, engineering, and sales, to relay customer feedback, report bugs, and suggest product imp
- Tech Support SpecialistPorch GroupJun 2024 - Oct 2025 (1 year 5 months)
- Tech Support SpecialistBoldrNov 2023 - May 2024 (7 months)- As a Tech Support Specialist, I was responsible for escalating bugs or issues related to the website and mobile apps to the partner’s Development team, ensuring timely follow-up with end-users once the issues were resolved. - I provided hands-on technical troubleshooting and feature explanations, delivering guidance for products while focusing on customer support in a fast-paced environment via Chat and Email. - I actively followed up with users who provided unsatisfactory ratings or experiences, striving to enhance their satisfaction. - Additionally, I educated end-users and clients through How To's and FAQs. - My experience with Software as a Service (SaaS) platforms involved supporting API-related integrations that connected the CRM wi
- Service Delivery CoordinatorCrossbridge Global PartnersAug 2023 - Nov 2023 (4 months)-IT Staff Augmentation, help clients to add team members or create new teams from scratch with top-notch talent. -Collaborate with the Customer Success Manager to jointly act as the main point of contact for clients concerning recruitment activities. -Act as a liaison between the HR department and client to ensure seamless onboarding procedures. -Data Base Management Administration: Sustain an orderly and accurate database of presented candidates, ensuring records remain current and precise. -Reporting, compile and deliver periodic SD reports to management, emphasizing essential key metrics and valuable insights. -Interact with clients to gain insights into their hiring needs and prerequisites and facilitate interviews between candidates a
- Service Desk Quality Control L1 / 1.5HCLTechFeb 2022 - Feb 2023 (1 year 1 month)Ticket handling software solution to resolve support tickets in the shortest period of time, in accordance with agreed target resolution times known as service-level agreements (SLAs) -Ticket handling from Self Service Tool. -Avoid Unnecessary Creation of Tickets for Issues That Have Approved Resolutions. -Determine Which Tickets Get Handled First. -Grade Urgency Based on Ticket Information.
- Service Desk Scheduler Analyst L1 - 1.5HCLTechSep 2021 - Feb 2022 (6 months)Schedule 1 on 1 appointments / meetings to provide tech support, eliminates time-consuming tasks for higher rank positions to focus on higher priorities activities, mostly oriented to upper management personnel. -Avoid Needless Waiting Time for a Change Authorization. -Always Set and Monitor Ticket Status. -Proactively Avoid Unnecessary Escalations of Tickets. -Set Up a Tiered Support Structure.
- Service Desk Bucket Analyst L1HCLTechJun 2020 - Sep 2021 (1 year 4 months)Ticket handling software solution to resolve support tickets in the shortest period of time, in accordance with agreed target resolution times known as service-level agreements (SLAs) -Ticket handling from Self Service Tool. -Avoid Unnecessary Creation of Tickets for Issues That Have Approved Resolutions. -Determine Which Tickets Get Handled First. -Grade Urgency Based on Ticket Information.
- Sourcing specialist - Talent Acquisition en AloricaAloricaDec 2019 - May 2020 (6 months)As a Sourcing Specialist in Talent Acquisition at Alorica, I was responsible for the initial contact and research to attract top talent, utilizing various recruitment strategies including headhunting and job board portals. My role involved polling and pre-filtering candidates to ensure a strong fit for our organizational needs. Additionally, I effectively managed social media platforms to enhance our outreach and engagement with potential candidates. My experience also encompassed technical customer support, as I worked closely with internal systems and data platforms that required a high level of technical accuracy and problem-solving. This involved handling system-related inquiries, validating data inputs, and identifying discrepancies, w
- TrainerAloricaSep 2018 - Nov 2019 (1 year 3 months)Specialized in training and mentoring customer service personnel within the workplace, facilitating on-the-job coaching, developing digital and print educational material, planning, and Conducting role-playing activities to develop interpersonal skills, Identify individual and team skills gaps, Assess the impact of each educational course on staff performance and client satisfaction.
- Customer Service ChatAloricaMar 2018 - Aug 2018 (6 months)Customer care assistance with their concerns and inquiries, providing information about products and services, accepting orders, tracking and shipping packages and managing returns. aiding customers in comprehending the products and addressing their questions such as sizing information, digital styling, tech support on e-payments, schedule store appointments for personal assitance etc.
- Tech Support OnlineTTECOct 2017 - Mar 2018 (6 months)TSR / Tech Support Dish Network Technical support, customer contact and feedback, troubleshoot software / hardware equipment and installation online, logistics ,track and support technical visits to custumers through phone line or website portal (smart connect).
- GAgency Support / Help DeskGrupo Mayorista HoteleroJul 2017 - Oct 2017 (4 months)Agency Support / Service Desk Agency assistance, sells, payments, customer service, office administrative activities, troubleshoot customer inquiries, quotes, develop secretarial activities, quality assistance and support to foreign customers.
Education
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- SPiloto Aviador Comercial de Ala Fija, Airline/Commercial/Professional Pilot and Flight CrewSolo AviacionJan 2017 - Current (9 years 10 months)
- IPiloto Privado de Ala Fija, Aircraft Pilot (Private)ICAE Instituto de Capacitación Aérea EspecializadaJan 2016 - Dec 2016 (1 year)
- Bachelor's degree, Bilingual and Multilingual EducationUniversidad EspañaJan 2011 - Dec 2014 (4 years)