William Silvera Cruz
Barranquilla
Summary
Accomplished Desktop Support Lead at Teleperformance, adept in technical support expertise and fostering team collaboration. Streamlined support processes, enhancing team efficiency by mentoring junior technicians. Great knowledge in Active Directory management and known for exceptional problem-solving abilities, ensuring seamless hardware upgrades and minimizing downtime. Achieved significant improvements in user satisfaction and operational efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Desktop Support Lead
Teleperformance
Barranquilla, Colombia
11.2021 - Current
- Lead the image process to créate every quarter through the year, within specified timeline parameters without disrupting business operations or user workflows.
- Mentored junior technicians, fostering professional development and improving overall team efficiency.
- Reduced downtime for employees by coordintating analysts for every task resolving technical issues and providing timely assistance.
- Collaborated with IT team to plan and execute hardware upgrades, ensuring seamless transitions for endusers.
- Streamlined desktop support processes by making following looking for efficient ticketing system and prioritizing tasks.
- Facilitated communication between technical staff and end-users to identify root causes of problems and implement effective solutions.
- Conducted regular performance evaluations for members of the desktop support team, identifying areas for growth and improvement opportunities.
- Served as primary point of contact for all desktop support inquiries, maintaining strong relationships with users and stakeholders.
- Coordinated efforts with networking and systems team to optimize connectivity between local machines and shared resources such as servers or printers, through incident or
- Managed inventory of computer equipment and stock for parts assigned to desktop team, ensuring proper allocation and compliance with company policies.
Desktop Suppor Analyst and Dedicated Analyst for I
Teleperformance
Barranquilla
12.2019 - 11.2021
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Troubleshot complex technical issues by collaborating with cross-functional teams and leveraging deep understanding of hardware and software components.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Set up computer´s image with operating system and applications, with security approvals, requesting scan with tenable and test with campaign.
Technology and Systems Advisor
Freelance
Barranquilla, Colombia
03.2014 - 11.2019
- Installed, configured and maintained computer systems and network connections for PYMES industry.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
Maintenance Technician for POS and Computing Area
Indra
Barranquilla
03.2010 - 08.2011
- Operated varied hand and power tools to complete repairs.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Troubleshot equipment breakdowns and performed preventive maintenance.
- Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
Systems Practitioner, Warranty Technician
E-systems
Barranquilla
08.2008 - 02.2009
- Enabling the completion of all daily tasks while providing exceptional care to customers.
- Increased patient satisfaction scores through excellent communication, empathy, and understanding of individual needs.
- Maintained up-to-date knowledge of industry trends, research findings, and advancements in technology to enhance support.
- Give support in computer building for desktop computers.
Education
Telematic Engineer -
Institucion Universitaria De Barranquilla
Barranquilla, Colombia07-2014
IT Technologist -
Institucion Universitaria Barranquilla ITSA
Barranquilla, Colombia12-2010
Systems Technician - Computer Information Systems
Institucion Universitaria De Barranquilla
Barranquilla, Colombia04-2009
Colegio Millitar Acoolsure
Barranquilla, Colombia12-2006
Skills
- Software installation
- Hardware diagnostics
- Operating systems
- SLA management
- Problem resolution
- System configuration
- Hardware support
- Teamwork and collaboration
- Problem-solving abilities
Remote desktop support
- Microsoft windows and office
- Active listening
- Effective communication
- Verbal and written communication
- Remote technical support
- Friendly and patient
- Team building
- Hardware and software repair
- Analytical thinking
- Software upgrades
Certification
- IT Infrastructure Library (ITIL) Foundation Certification - AXELOS.
- Course Six Sigma Certification Yellow Belt
- intermediate English Course 12 levels
- Basic Tanium Course
- Basic PBI Course (in progress)
Languages
Spanish
Native language
English
Upper intermediate
B2
Timeline
Desktop Support Lead
Teleperformance
11.2021 - Current
Desktop Suppor Analyst and Dedicated Analyst for I
Teleperformance
12.2019 - 11.2021
Technology and Systems Advisor
Freelance
03.2014 - 11.2019
Maintenance Technician for POS and Computing Area
Indra
03.2010 - 08.2011
Systems Practitioner, Warranty Technician
E-systems
08.2008 - 02.2009
Telematic Engineer -
Institucion Universitaria De Barranquilla
IT Technologist -
Institucion Universitaria Barranquilla ITSA
Systems Technician - Computer Information Systems
Institucion Universitaria De Barranquilla
Colegio Millitar Acoolsure
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