Address: Coyol , Alajuela

E-mail: guiltycr@hotmail.com

Phone Number : 7204-7165

Diego Andrs Vega Villalobos

Personal Info

Education

Civil State: Single

Nationality: Costa Rica

Age: 27 years old

[ 2004 ]

Esc. Centro Americana de Informatica ESCADI S.A.

Computer Operator / MS Office Excel Advanced

[ 2005 ]

IBASA Institute (Alajuela) / High School Degree

[ 2007 ]

Universidad Interamericana
Systems Engineer ( 2 years - Not concluded )

[ 2011 ]

CompTIA A+ certificate / Grow@hp

[ 2012 ]

MS Access 2007 Basic / Grow@hp

IT Service Management & ITIL Awareness / Grow@hp

[ 2013 ]

IBM Environment 1.1 1Certificate / interskill Learning

CA 7 Workload Automation / interskill learning
Mainframe Operations Certificate / ITO College HP

Languages

Spanish & English

Job Experience

[ Jan 2005 Dec 2006 ]

Telepublicidad SBG / Rio Segundo, Alajuela
Customer Service Representative

Interaction with the customer offering multiple services and handling problems with echeck, card transactions, money transfers & different types of withdrawals.

[ Jan - June 2007 ]

Pfizer SD / Hewlett Packard STT / La Rusia, Heredia
Technical Support Agent

Providing technical assistance to executives. Troubleshooting computer, phone

(blackberry) and different applications to achieve first call resolution. Escalating tickets if
needed.

[ June 2007- Feb 2010 ]

Telepublicidad SBG / Rio Segundo, Alajuela
Risk Management Analyst

Review of several accounts & transactions (CC, E-wallet, E-checks ,Cash transfers, Bank
wires, etc) trying avoid fraud, performing call to banks and client, working with a
negative database searching for account correlated by email, city, state, last name,
password & favorite type of transaction.

Monitoring different type of online transactions searching for duplicated data and possible
fraud scenarios.

[ Feb - Nov 2010 ]

Vialinx SA / Ro Segundo, Alajuela
Market Research Agent

Outbound calls to gather opinions about different topics all around USA.

[ Nov 2010 Aug 2012 ]

Hewlett Packard CR / La Aurora, Heredia
Technical Support Agent L1 / GSD On Semiconductor HP CR

Technical assistance with MS Office Package and different applications

Follow up cases to make sure they are completed on timely matter

Generate Management Reports on daily basis as SLA , FCR and Monitoring Overall Flow
of Worldwide HP tickets for On Semi account

[ Aug 2012 Feb 2014]

Hewlett Packard CR / La Aurora, Heredia
Subject Matter Expert ( SME ) / GSD Grupo Bimbo HP CR

Team leader and direct point of contact for L1 agents for business technical questions
related to Mexico, Brazil and United States regions

Work as a coach for the agents refreshing and reviewing new process

Impart daily meetings to review previous day performance and metrics with each agent.

Act as primary contact for different support groups and Main clients to review possible
changes on processes for the entire helpdesk

Modify and Create Knowledge base articles and overall Helpdesk Processes Weekly.

Follow up 5 different 2nd level queues on daily basis with technical problems on different
applications and systems (Hyperion, RSA,Essbase, Etc) .

Handle Outages (Network Down, Application Down, Servers Down, Database Down)
Contact support groups for quick resolution and Supervise case life cycle.

Sense of urgency to get quick resolution.

First Contact for Company Directly client to discuss new procedure and overall Service
Desk Metrics.

[ Feb 2014 Present ]

Fiserv Costa Rica / Barreal, Heredia
Software Implementation Support / Fiserv Costa Rica

Responsible for updating Financial Institutions (FIs) ATM and branch information,
Client Branded App (CBA)

References

Uploading certificates into pre-production environment and exporting to production and

production installs; exporting configuration settings from Cert environment to Prod
environment.

Licda. Ana Gabriela Vega Trigueros

- 8397-2092
Sra. Ana Isabel Porras ( HP MPS / CAA ) - 8306-0448
Luis Fernando Quesada ( HP Team Leader ) - 8911-4106