Alexander Thieves Ponce
Telde
Summary
Competent L2 Service desk Agent well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
5
5
years of professional experience
Work History
L2 Support Engineer
Atos
07.2019 - Current
- Reduced incident response times with efficient ticket prioritization and management strategies.
- Mentored junior team members to enhance their technical skills and improve overall team performance.
- Participated in regular team meetings to discuss challenges faced in supporting various systems, promoting a collaborative approach in finding solutions.
- Developed comprehensive documentation for frequently encountered issues, enabling quicker problem-solving for the support team.
- Performed root cause analysis on recurring incidents, leading to long-term solutions that improved system stability and performance.
- Provided exceptional customer service through clear communication and timely updates on ongoing issues, resulting in positive feedback from clients.
- Acted as an escalation point for L1 Support Engineers, providing guidance and expertise when solving more complex cases.
- Enhanced team productivity by sharing knowledge and conducting training sessions on new technologies and troubleshooting techniques.
- Researched and identified solutions to technical problems.
- Provided Banking Apps support to affected user's
- Diagnosed and troubleshot hardware, software and network issues.
Education
High School Diploma -
Deutsche Schule Las Palmas
Las Palmas De Gran Canaria, Spain06.2018
Skills
- LAN and WAN Management
- Technical support expertise
- Ticketing System Experience
- Problem Resolution
- Software Installation
- Application support
- Remote support tools
- Mobile Device Management
- Troubleshooting skills
- Network Troubleshooting
- Remote Support
- Hardware troubleshooting
- User Support
- Customer Service
- Problem-Solving
- Attention to Detail
- Remote Technical Support
- Help Desk Support
- Desktop support
- Customer service expert
- Technical Writing
- Hardware support
- Technical Support
- Incident Management
Languages
German
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
L2 Support Engineer
Atos
07.2019 - Current
High School Diploma -
Deutsche Schule Las Palmas
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