Sergio Fuentes

IT Specialist with +5 of experience in customer service, support, and identity and access management supporting employees with IT issues regarding network and privileges. Diagnose,

troubleshoot, and resolve a range of software, hardware, and connectivity issues. Understanding of a combination of processes, organizational structure, and enabling technologies.

2024Teleperformance

Techical Support

• Handle calls in which the customer is reporting issues with a platform and a device used to control the diabetes.

2021-2023Foundever

Cisco TAC Software

Cisco TAC Engineer at IOS-XR

• Be available to take ownership of new cases via telephone and Web and provide support to enterprise customers and partners. 
• Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed.
• Consult and collaborate with your immediate peers or colleagues around the world. 
• Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. 
• Collaborate with management and engineering to resolve service issues.
• Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments. 
• Document your technical work and research in a detailed and comprehensive manner. 
• Prioritize your work to accomplish the most important and urgent requests first. 
• Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems. 
• Phone software, via remote connection or over the Internet.

2020-2021Foundever

Cisco TAC Hardware

• Handle hardware cases via email, phone and webex.
• Responsabilities : Receive cases in which we needed to gather logs and proof of failure to determine hardware issues and based on the outcome proceed with troubleshooting or replacement.

2018-2019Sykes

Evoque Data Center

• Tier 1 Be availale to take case via phone web telephone and email, create tickets via salesforce for differents áreas. 
• Receive customer’s issues by gathering the relevant facts; investigate the problem by doing research and by involving other points of escalations.

2014-2018Sykes

Customer Service Representative

• I bring for years of professional experience as a dedicated Customer Service Representative, specializing in resolving complex banking and technical support issues over the phone. 

2024Linux Essentials and Linux 1 modules

Linux commands, file system navigation, file permissions, text editing, and basic system administration tasks.

2023CCNA Certification: Cisco Certified Network Associate

2014English INA certification 2014

2013Telecommunications Diplomado at Politecnico Inernational