Carolina Facchini

Helpdesk Technician

ALTEC •  March 2019 - Present

Serve the customer and user of the internal and external services administered and developed by the company. Provide the diagnosis, resolution and derivation as the first line of incidents, according to the established quality standards. Receive, register, resolve or derive incidents through a ticket system. In some cases I resolve cases programming in PHP, Javascript, HTML, managing MySQL databases and testing applications. I managed to decrease the response time by 50% to the client by starting using instant messaging in the most urgent and immediate cases. Registration of incidents in the ticket system, document inquiries and FAQs, protocols and updates so we have a knowledge dictionary for future inquiries. Tech stack: HTML, PHP, Yii2, MySQL, CSS