Mario Del Rio

With nine years of experience in IT solutions, L1-L3, Team Lead, Project Manager, tech support, customer care, English teaching, interpreter, and documents translator, I believe I have the skills and expertise needed to excel. 

This experience allowed me to gain valuable insights into the background workings of IT support, as well as develop my team management skills. I am confident that this experience has equipped me with the knowledge and skills.

Recently, I completed courses for the certification for Rubrik and Cohesity, two cutting-edge IT tools that I believe will complement my existing skills and knowledge and I am confident that my expertise in these areas will enable me to make valuable contributions to your organization.

In addition to my technical skills, I am also a skilled communicator and team player. I have experience collaborating with cross-functional teams and have a passion for solving complex problems in a collaborative and effective manner.

QBOS/TECHNOLOGENT (Simply Beautiful Smiles - New Jersey) 03/2022 - 02/2023 
• Provide users IT Support (L1, L2, L3) • Ticket creation, follow-up, escalation, and resolution (Service Now) • Network printer set up • RDP assistance • Account management • Medical software specialist (CDR, Dexis, Daxis, Dentrix

FCCHelpdesk(España)-GlobalHitss 08/2021 - 02/2022
Provide IT support to users (Spain, UK, US, Latin America)
Microsoft 365 migration: OUTLOOK (OST - PST backup, repair, profile recreation) • TEAMS, EXCEL, WORD ONE DRIVE, WINDOWS 10 support

Ticket creation, follow-up, escalation, and resolution.
(Service Now); Token activation, registry, and Active Directory. • Mobile support - android - IOS - INTUNE, MFA authentication registry assistance
Drives and Printers mapping and drives installation.
Virtual machine assistance; SAP, INTEGRA, DIVERSA SOFTWARE CENTER assistance
Analysis and resolution • Backlog, diagnose, and troubleshoot, software and mobile apps.
RDP for native and foreign English speakers and foreign Asian customers, Spanish Support for Spain and South America
Active Directory management • Password reset account unblocks

FRONTIER Communications (EMPEREON LATAM - TKM) 02/2020 - 08/2021

• DSL/FIOS Tech Support via Chat and Voice • Testing physical wiring through the tools • Filling trouble tickets for techs on-field • Creating modem dropship orders • Follow workflows to assist customers with • Password reset and client setup

SYSTEMS IT (T.S) in TECH MAHINDRA 12/2019 • Provide nurses and doctors IT Technical Support for project AETNA. Microsoft 365: •OUTLOOK (OST - PST backup, repair, profile recreation) • ONENOTE, EXCEL, POWER POINT, SHARE POINT. •Ticket creation, follow-up, escalation, and resolution. (Service Now); Token activation, registry, and Active Directory. • Mobile support - android - IOS - hotspot - Airwatch. •Drives and Printers mapping; airwatch activation. •Virtual machines assistance •Analysis and resolution •Backlog, diagnose, and troubleshoot, software and mobile apps. •RDP for native English speakers and foreign Asian customers.

ACCESS MANAGEMENT for AIG (SONDA)

• Provide access to the user to AIG's applications. (SISE, EMMA, EMILI, COGNOS, CFDI, ADMINPAQ, CONTPAQ, PORTFOLIOS NET, ACTUARIOS, ACTIVO FIJO, AML, BUZON USA, COTIZADOR) • Monitor and Maintenance to Virtual Printers
Create Queries to match monthly tickets.
Install AIG's apps on users' virtual machines/desktops.
Create, modify, and disable user accounts

SECURITY SERVICE for MIZHO (SONDA) / 2017 (NOC)

Translate written and verbal communications between the bank and the Company. • Provide phone assistance to the bank’s employees to unlock their accounts or reset their passwords. • Guide employees to properly set up their sessions to work remotely • Serve as an on-call translator for teleconferences as required. • Mentor intern translators, including teaching internal professional development courses and reviewing final project materials. • Train new hires on company • Provide review and verification of translation work as required, including materials created by third-party translation services.

COMPUCOM - Compucom Systems IT Technical Support / 2016 • Provide employees IT Technical Support for MERCK. • Translate written and verbal communications between companies. • Translating scientific manuals, including procedures for MERCK. • Train new hires • Create manuals of procedures for several accounts on Compucom • Monitor servers for Chiquita Banana • Serve as an on-call translator for teleconferences as required

ENGLISH TEACHER for INSTITUTO FÉLIX DE JESÚS ROUGER / 2008 - 2012 • Executed lesson plans across all disciplines from 1st to 6th-grade students with classes ranging in size from 12 to 20 students. • Effectively maintain interest and provided an interactive atmosphere, enabling students to significantly improve their learning skills. • Instituted positive classroom management strategies and disciplinary programs that effectively handled challenging behaviors. • Utilized various teaching strategies

Tech Suport (SKYES) for AT&T; Tech Suport (Teletech) for BEST BUY; Charter billing for TELETEC; Retention / billing (Teleperformance) for COMCAST; MetroPCS for TELVISTA. •Bilingual Customer Service Representative. (In Comcast and Telvista also QA analysts. Customer assistance for MAPFRE •Prision Care Customer Service Representative

FREELANCE INTERPRETER • Translate written and verbal communications for Asian Job Fairs / Career Fairs. • Serve as an English-to-Spanish interpreter for employers and expositors • Enhance negotiation between the parties

2013 | INSTITUTO TECNOLÓGICO DE MORELIA | Bilingual Education Certification. Constancia No. de Oficio 073/2012, Secretaría de Educación Superior.

2023 Cohesity Certified Course
2023 Rubrik Certified Course