This is my profileContact via CazVid
Elmer
Technical Support & Customer Service Specialist with 8+ years in IT and Client Relations
Video resume
Contact
Competencies
Provided hardware, software, and network troubleshooting for POS systems, databases, and network devices in various roles.
Handled customer inquiries via phone, chat, and email across multiple sectors, consistently maintaining high service ratings.
Managed and resolved support tickets and cases for Cisco, PepsiCo, and internal clients, ensuring follow-through from start to resolution.
Utilized Microsoft Office, SAP Ariba, and other tools to support tasks such as supplier onboarding and data management.
Guided suppliers through onboarding processes on SAP Ariba and supported user training and system updates.
Education
Languages
Summary
Experienced in IT support, client service, and account management with a strong focus on resolving technical issues and enhancing user satisfaction. Proven ability to handle complex support cases, coordinate hardware/software deployments, and train users across diverse environments.
Key Achievements
- Resolved POS transaction issues and maintained hardware/software systems at Global Business Technologies.
- Managed service tickets for PepsiCo LATAM, coordinating hardware replacements and onsite support at IKUSI.
- Supported US and Canada HR/payroll inquiries, ensuring accurate tax calculations at Schneider Electric.
Experience
Help Desk Technician
First contact for Level 1 support for POS users in Texas., Resolved stuck transactions in SQL databases., Installed POS software and updated systems., Performed network and pin pad troubleshooting., Managed helpdesk tickets and trained new users.
Independent Driver
Transported passengers daily using GPS navigation., Maintained a safe and clean vehicle., Consistently received high service ratings.
Service Desk Support Agent
Managed service tickets for PepsiCo LATAM., Coordinated hardware replacements and onsite support., Submitted cases to Cisco (TAC, RMA, DOA)., Scheduled remote router/switch configs., Maintained ownership of tickets from start to resolution.
Community Associate
First point of contact for clients and visitors., Managed daily operations and service requests., Handled internal/external communications and switchboard.
Supplier Onboarding Agent (SAP Ariba)
Guided suppliers through onboarding on the SAP Ariba Network., Trained suppliers in billing, sourcing tools, and compliance., Explained Ariba fees, discovery, and sourcing features.
Payroll Associate (PeopleLink Department)
Supported US and Canada HR/payroll inquiries., Calculated Social Security, Medicare, FUTA, and SUTA taxes.
Customer Service Associate (MSDN)
Assisted developers with MSDN access and downloads., Managed password resets, account associations, and support tickets.
Support Agent
Customer Service Rep / Escalation Desk
Promoted to Escalation Desk within 5 months., Handled complex customer issues and supervisor calls.