Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
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Alejandro Torruco

Guadalajara

Summary

Detail-oriented Customer Support Specialist with 4+ years of experience delivering first and second-level technical support in high-volume environments. Expertise in troubleshooting Windows/Mac OS, Microsoft 365 applications, and enterprise software systems. Proven track record of maintaining 85%+ first-contact resolution rates while managing complex escalations. Skilled in building knowledge bases, training team members, and implementing process improvements. Seeking to leverage technical expertise and customer-focused approach in a Service Desk role.

Overview

6
6
years of professional experience

Work History

Process Developer

Genpact
09.2024 - Current
  • Provide first-level support for internal stakeholders on CRM and business applications
  • Document technical processes and maintain knowledge base articles for team reference
  • Collaborate with IT teams to identify system improvements and optimize user experience
  • Train new team members on technical tools and support procedures
  • Manage user access requests and troubleshoot application-related issues

Tech Support Tier 1

XtendOps
04.2023 - 08.2024
  • Delivered first and second-level support for hardware, software, and network issues
  • Supported end-users with Windows OS, Microsoft Office suite, and enterprise applications
  • Maintained 85% first-contact resolution rate while handling 50+ tickets daily
  • Created and updated knowledge base documentation for recurring technical issues
  • Mentored junior team members on troubleshooting methodologies and best practices
  • Coordinated with Tier 2/3 teams for complex issue escalation, reducing resolution time by 20%


Technical Support Representative

Dolex
01.2022 - 03.2023
  • Served as primary contact for technical assistance via phone, email, and ticketing system
  • Diagnosed and resolved software conflicts, connectivity issues, and application errors
  • Provided remote assistance using screen-sharing tools for step-by-step guidance
  • Documented all interactions in ticketing system ensuring accurate tracking and follow-up
  • Achieved consistent customer satisfaction scores above team average

Customer Service Representative

Helpware
12.2020 - 12.2021
  • Supported diverse product portfolio with 90% successful issue resolution rate
  • Performed initial diagnostics and troubleshooting for technical complaints
  • Managed user account issues including password resets and access management
  • Escalated complex technical issues with comprehensive documentation
  • Contributed to team knowledge sharing sessions and process improvements

Customer Service Representative

Intugo
11.2019 - 11.2020
  • Provided technical assistance for software-related inquiries and issues
  • Maintained customer databases and managed user account information
  • Researched and documented solutions for complex technical cases
  • Ensured data accuracy across multiple systems and platforms

Education

Bachelor's degree in physical therapy - Physical Therapy

Universidad Politécnica De Sinaloa
Mazatlán, Sinaloa
11.2020

Skills

  • IT Documentation
  • Microsoft 365: Outlook, Teams, OneDrive administration and support
  • Microsoft Windows and Office
  • Listening skills
  • Customer Service
  • Application support
  • Remote Technical Support
  • Technical Troubleshooting
  • Ticketing Systems (Zendesk)
  • Problem-Solving
  • Help Desk Support
  • Online Chat Support

Languages

English
Advanced
C1
Spanish
Bilingual or Proficient (C2)

Timeline

Process Developer

Genpact
09.2024 - Current

Tech Support Tier 1

XtendOps
04.2023 - 08.2024

Technical Support Representative

Dolex
01.2022 - 03.2023

Customer Service Representative

Helpware
12.2020 - 12.2021

Customer Service Representative

Intugo
11.2019 - 11.2020

Bachelor's degree in physical therapy - Physical Therapy

Universidad Politécnica De Sinaloa

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Alejandro Torruco