Jesus A. Huerta
San Antonio, Texas, United States
104 followers
105 connections
About
There is no problem that does not have a solution waiting to be discovered. Those who…
Contributions
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How do you balance speed and quality when resolving technical support requests?
Know the level of understanding the end user has and computer literacy. Best results are by asking the computer they are working with personal computer or laptop, operating system. The answers and speed that are provided determines the level of understanding they have. If they struggle or do not know how to get the information will assist the tech in gauging how much explaining or hand holding will need to take place. This way end user will not feel inadequate by the repeated questions of things they do not know and you can drive the call to a quick resolution.
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How do you balance speed and quality when resolving technical support requests?
Every problem/issue has a solutions, 99.9 percent of the time and resolutions weigh heavy on the knowledge but moreover the understanding of the subject matter. Ego and pride has no bearing in resolving or finding the solution. After resolving an issue question your understanding and knowledge to determine if there was a lot of guess work or real working knowledge. This is the number 1 issue with support the top tier productive techs have a commitment to knowing and understanding without regard of the monetary rewards that some organizations provide. 90 percent of IT organizations are mostly interested in those techs that socialize with management than techs that deliver results, quality and quantity results.
Experience
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Education
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CBM Computer Technology
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Dean lists 9 times, Minored in Business Management, 1 semester at San Antonio College focus on English and Pre- calculus. Deans List 4.0 GPA.
Licenses & Certifications
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HP IT Professional Certified System Administrator
Hewlett-Packard Education Center
IssuedCredential ID 00011169877
Honors & Awards
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Achievement Award from HP/3M
Hewlett-Packard/3M
First time Hewlett-Packard was given this award from 3M while working as Global Account Technical Administrator.
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Most Valuable Player of the Year
Hewlett-Packard Response Center
6 month after permanent employment as Technical Call coordinator,
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Team Player of the Year
Hewlett-Packard Response Center
6 month after permanent employment as Technical Call coordinator,
Languages
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Spanish
Native or bilingual proficiency
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French
Full professional proficiency
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Italian
Professional working proficiency
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Portuguese
Professional working proficiency
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Russian
Elementary proficiency
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