Diego Borjas Gonzalez

Experience

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  CPS Latam

  Sept 2014 - Dec 2014

  Infrastructure Analyst Intern.

  Worked with higher level support team members to troubleshoot complex network, software or hardware problems. Assisting in setting up and maintenance of hardware and software including computers, printers, scanners and VoIP systems. Suggested technologies to solve needs for the company. Performed hardware and software installs on computers. Receive, troubleshoot and respond to Help Desk requests via phone calls and tickets. Diagnosis of desktop, application, networking and infrastructure issues, raising and maintaining problem records. Helped updating the company's equipment inventory on MS Dynamics CRM. Show less

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  Support.com

  Aug 2016 - Dec 2016

  Remote Services Technician

  Answer inbound calls and greet customers.Determine scope of customer issue in an effective and professional manner.Manage credit card processing when necessary.Encourage completion of customer survey.Effectively resolve customer issue in a timely manner.Properly document all customer interactions.Adhere to quality standards determined by company and client.Represent company in a professional and ethical manner.Maintain high level of customer satisfaction with focus on first call resolution.Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to assessment of the customer needs. Show less

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  AMC Theatres

  Jan 2017 - Apr 2019

  Helpdesk Analyst

  Serving as first point of contact, supporting back office workstations, point of sales computer units, Polytouch kiosks, digital and LED signage, Automated Box Office (ABO) kiosks, Orderman and SOL Handheld ordering devices, Usherman handheld devices, and account access to a variety of software applications used by the theatre management teams. Receiving trouble reports from theatre managers via hotline calls and e-mail and ensure that all theatre system problems are worked and resolved in accordance with the Service Level Agreement (SLA) guidelines established with the theatres.Troubleshooting issues on a variety of platforms and services required for theatre operations.Software initialization and network activation of electronic devices used by theatre management and staff.New user account setup, current user account modification, and password resets for software applications used by theatre managers.Ordering new or replacement equipment from various vendors.Requesting service technicians for on-site theatre support as needed.Escalate tickets to others according to established guidelines.Following up with theatre managers to ensure trouble reports are closed within the SLA. Show less

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  ScriptPro

  Apr 2019 - Dec 2020

  Applications Systems Analyst I
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  Cerner Corporation

  Jan 2021 - Oct 2022

  Technical Solution Analyst
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  Oracle

  Oct 2022 - now

  Technical Analyst