Carlos Campos
Santa Cruz De La Sierra
Summary
Focused Help Desk Analyst with 7 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
TotalEnergies E&P Bolivie
10.2022 - Current
- Logged support tickets and closed when issues were resolved.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved technical issues by troubleshooting.
- Provided basic end-user troubleshooting and desktop support.
- Provided customer support and technical support to 50 customers daily.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
Help Desk Technician
Nibol
03.2017 - 01.2022
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Walked individuals through basic troubleshooting tasks.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Managed over 10-20 end-user calls per day
Technical Support Engineer
Solintec
01.2009 - 02.2017
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as primary point of contact for support relating to owned solutions and products.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- 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.
- Installed and configured operating systems and applications.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Developer Intern
UPDS Santa Cruz
06.2007 - 10.2008
- Wrote clear, clean code for various projects.
- Partnered with team members to learn best practices in software design.
- Analyzed source code to identify functionality issues.
- Worked closely with peers to identify issues and provide suitable resolutions.
- Worked with design teams and Senior Software Engineers to build customized software products for consumers.
- Developed reports using SQL server reporting services.
- Supervised work of programmers, designers and technicians, assigned tasks and monitored performance against targets.
Education
Bachelor of Systems Engineering - Informatics
UPDS Santa Cruz
Santa Cruz De La Sierra09.2011
Skills
- Hardware Upgrades
- Technical Support
- Remote Support Management
- Application Installations
- Onboarding
- Hardware Diagnostics
- Desktop Support
- Logging Support Tickets
- Help Desk Software
- Customer Support
- Technical Troubleshooting
- User Support
Certification
- Certified PowerShell 5 esencial, Linkedin Learining - October 2023
- Certified NSE 1 Network Security Associate, Fortinet - February 2021
- Certified Windows 10 para IT: Gestión de acceso remoto, Linkedin Learning - September 2020
- Certified VMware VTSP 2015, VMware - February 2015
- Certified Video Sphere Certification NVR R5.5.2, March Networks - 2013
- Certified Visual Intelligence Fundamentals 5.7, March Networks - July 2013
Timeline
Help Desk Analyst
TotalEnergies E&P Bolivie
10.2022 - Current
Help Desk Technician
Nibol
03.2017 - 01.2022
Technical Support Engineer
Solintec
01.2009 - 02.2017
Developer Intern
UPDS Santa Cruz
06.2007 - 10.2008
Bachelor of Systems Engineering - Informatics
UPDS Santa Cruz
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