Amir Fallas

Experience

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  Support Services Group - Costa Rica

  Feb 2023 - Jul 2023

  Retention Specialist

  I provided technical support by resolving issues related to internet, television, and phone services. My role involved utilizing strong investigation, problem-solving, and communication skills to deliver exceptional customer service and technical assistance via phone.Key Responsibilities:- Investigate and resolve a variety of technical issues related to internet, television, and phone services for customers.- Utilize problem-solving skills to address inquiries and effectively resolve billing issues.- Deliver outstanding customer service and technical support by phone, ensuring customer satisfaction.- Serve as Floor Support and Subject-Matter Expert (SME), offering guidance on the systems used and assisting new team members with their queries.This role enhanced my proficiency in handling diverse technical challenges and delivering top-notch customer service within a telecommunications environment. Show less

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  Kyndryl

  Jul 2023 - now

  Technical Support Specialist

  I work as part of a dedicated team, delivering comprehensive support for Windows and macOS systems while ensuring the security and functionality of various platforms and services. My responsibilities include managing user accounts, troubleshooting, and optimizing processes to promote efficient workflows.Key Responsibilities:- Provide technical support for macOS and Windows environments using remote access tools like LogMeIn.- Manage user accounts and devices through Microsoft Entra and Active Directory, ensuring seamless access and security.- Administer Windows servers via RDP (Remote Desktop Protocol) and virtual desktop tools.- Utilize Kandji and Sophos to manage device information, provide recovery keys, and unlock local users.- Manage Single Sign-On (SSO) platforms using Okta, ensuring secure and streamlined access for users.- Handle ticketing and issue tracking through ServiceNow, ensuring prompt and effective resolution of technical issues.- Manage admin passwords, particularly for systems with elevated permissions, using the BeyondTrust tool.Program Management:- Oversee multiple programs, including Microsoft Entra, Active Directory, Kandji, Citrix, ServiceNow, BeyondTrust, Jamf Pro, Sophos Central, and Okta Admin, ensuring smooth operations and efficient service delivery. Show less