Eric Diaz

Background

About Eric Diaz

I am an experienced IT professional with over 13 years of expertise in technical support, workforce management, and process improvement. My career has been defined by a passion for solving complex problems, mentoring others, and driving operational excellence. I thrive in dynamic, fast-paced environments where I can leverage my technical skills, organizational abilities, and interpersonal strengths to deliver impactful results. What I Bring to the Table - Technical Expertise: Proficient in advanced Excel, Office365 administration, Active Directory, DNS/DHCP/VPN configuration, and remote support tools like BeyondTrust. I also have a foundational understanding of HTML and ServiceNow reporting- Problem-Solving & Process Optimization: With 9+ years in technical support, I specialize in resolving escalated issues, identifying recurring problems, and implementing long-term solutions to improve efficiency and user experience- Mentorship & Leadership: I am a dedicated mentor who takes pride in coaching team members, identifying their strengths, and helping them grow professionally- Communication & Collaboration: Fluent in English and Filipino, I excel at simplifying technical concepts for non-technical users and fostering collaboration across diverse teams- Certifications: Certified Boost.AI trainer, ITIL Service Management, and certified first-aider, with a focus on knowledge sharing and safety. Career Highlights - Global Helpdesk Analyst at McKinsey & Co. Phils: I currently handle complex technical cases, mentor team members, and contribute to initiatives that enhance the onboarding experience for new hires. I also serve as a Knowledge-Centered Service (KCS) Content Validator and advocate for the Tech Services Guild- Workforce Management Specialist at Teletech Holdings, Inc: I managed real-time agent performance, optimized processes, and ensured service level objectives were met. My role involved creating schedules, coordinating outage management, and improving operational efficiency- Technical Support Associate: Early in my career, I provided technical assistance for internet and broadband connections, gaining hands-on experience in troubleshooting and customer support. What Drives Me -I am passionate about continuous learning, process improvement, and empowering others to succeed. Whether it’s resolving a technical issue, mentoring a colleague, or streamlining a workflow, I am committed to delivering excellence in everything I do. Let’s connect and explore how I can bring value to your team or organization!