Diego Armando Cuellar Hernandez

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Recommended products to customers, thoroughly explaining details.
• Responded to customer requests for products, services and company information.
• Recorded account information to open new customer accounts.

Level 1 -Supported and documented incidents into Service Now from internal and external workers from Aetna Insurance.

Incidents were related software and hardware issues such us:

• Internal applications
• Windows applications
• Network
• Peripherals
• Printers

L3 Support Level for Oracle Services Oriented Applications:

Analyze and resolve incidents related to Oracle applications for Grupo Bimbo. This applications were critical for the data exchange between the different systems and the ERP.

• Resolve and document tickets on Service Now
• Be committed to targets on SLA per ticket, as well as participate in the active investigation for high priority tickets, working under pressure.
• Provide solutions and improvements to the applications to reduce the number of incidents
• Participate in the development of new changes, including coding, testing and implementation.