Mico Sevilla

Key Responsibilities.

• Provided hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for end users.
• Routed tickets to internal second and third level IT support staff for advanced issue resolution.
• Coordinated and managed relationships with vendors and support teams to ensure timely hardware, software, and network problem resolution.
• Delivered end-user account support, including password resets, access permissions, and account configurations.
• Utilized ServiceNow to document, track, and manage incidents, work requests, resolutions, and known error records.
• Responded to and diagnosed issues by engaging users in detailed discussions to identify, isolate, and resolve technical problems, using standard operating procedures (SOPs).
• Escalated complex or high-impact problems to appropriate support specialists and ensured consistent follow-up until issue resolution.
• Executed tasks related to end-user setup and support for PC-based applications, such as word processors, spreadsheets, email clients, and communication tools.
• Handled Microsoft 365 administration, including user account provisioning, license management, mailbox configuration, and troubleshooting cloud-based service issues.
• Monitored system performance, network connectivity, and application availability to ensure stable IT operations.
• Troubleshot basic client software issues, and ensured network connectivity across user environments.
• Identified, evaluated, and prioritized user-reported issues while maintaining service-level agreements and performance standards.
• Provided user training and created documentation for common tasks, issue resolution, and best practices.

• The main function of this role is to actively participate as part of a professional team, supporting and managing end users and client support requests, supporting fellow team members, and using the IT Service Management tool to maintain auditable records and tracking IT support contacts for internal clients.
• Provide technical end-user support via telephone, email, or web chat.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Act as a first-line resource on all support issues and requests.
• Provide support to other teams, as appropriate or directed.
• Provide 'How To' guidance and training to users and junior coworkers on common application issues and requests.
• Take ownership and responsibility for each incident and request to ensure the customer experiences a proactive and helpful support service.
• Keep processes and knowledge base up to date.
• Work on continual service improvement objectives, as given by the line manager.
• Perform other duties as required.
• Served as the first point of contact for incoming technical service calls and emails.
• Maintained records of data communication transactions, problems, and remedial actions or installation activities.
• Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
• Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

• Provided expert troubleshooting for mobile devices, network connectivity, and account setup for AT&T Mobility and Sales Services.
• Resolved a wide range of customer concerns including technical, billing, and service-related issues through efficient and professional phone support.
• Supported sales operations by assisting customers with selecting mobile devices and service plans tailored to their needs.
• Successfully sold mobile phones and related services by identifying customer requirements, explaining product features, and recommending suitable solutions.
• Processed billing inquiries, handled payments, and explained charges to ensure customer understanding and satisfaction.
• Created and maintained accurate documentation including work orders, repair logs, sales transactions, and billing adjustments.
• Diagnosed malfunctions quickly and effectively, ensuring timely resolution and minimizing service interruptions.
• Demonstrated a strong commitment to client satisfaction and consistently contributed to team performance goals.

• Maintained an up-to-date knowledge of the products and services offered by the company.
• Maximized customer satisfaction by handling customer emails and telephone interactions.
• Evaluated software or hardware to recommend improvements or upgrades.
• Maintained records of data communication transactions, problems, remedial actions, or installation activities.
• Created detailed reports of customer issues for further review.
• Provided technical support to customers via phone and email.

• Conducted testing of software and systems to ensure quality and reliability.
• Assisted with customer requests and answered questions to improve satisfaction.
• Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.