Andrey Mauricio López Cháves

Experto en soporte técnico, Windows, MacOS, Linux. Actualizaciones de systema, parches de seguridad y demas.

Due to my performance on Pertec Global Services, DXC Technology decided to absorb me to work directly with them With new tasks. 

Performing the position of level 1.5 technical support, giving support to Microsoft users. 

• Working on a project for Microsoft Virtual Tech Link, providing support with Raritan Dominion KVM.
• As an overall team achiever and top performance, I give coaching and mentoring to others, best practices during calls, soft skills, call handling, troubleshooting. 
• Back office, providing support over chats and self service opened cases.
• Assist Microsoft’s users to analyze, diagnose, replicate, and troubleshoot the reported issues to resolution. 
• Network connectivity issues, operating systems issues.  
• Creation knowledge articles for new process or troubleshooting. 
• Logs and tracks inquiries using an incident management database and maintains history records and related incident documentation. 
• Setting up Devices Windows, MacOS, iOS, Android. Active Directory domain joins (Azure, local, Intune, MDM), VPN, printers. 
• Escalate unresolved issues that require more in-depth knowledge in a timely manner.
• Track out of compliance devices using Azure tools.

Duty Monitor:

• On charge of changing skills in order to get availability on queue. 
• Report late arrivals or tool issues to agent supervisors.

• Ministerio de Educación Pública GED 
• Currently studying for  FC0-U61 - CompTIA IT Fundamentals (ITF+)
• Currently studying for Microsoft Azure Fundamentals AZ-900. 
• Currently studying for Electronics