Erick Granados Gutiérrez
Technical Support Specialist
Quebradilla
Summary
Talented Technical Support Representative prepared for understanding needs of both business and home users. Versed in troubleshooting and desktop support. Proven skill in resolving problems quickly on first call. Enthusiastic team player ready to contribute to company success.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
Technical Support Agent
Granicus
04.2024 - Current
- Assisted colleagues in troubleshooting software problems, enhancing team productivity.
- Implemented an organized ticketing system, improving response time for customer inquiries significantly.
- Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.
- Providing essential services to the public sector in the United States, specializing in troubleshooting and resolving complex issues related to websites and servers. My role involves ensuring optimal performance and reliability, demonstrating my ability to manage and solve technical challenges efficiently.
- Streamlined content management processes for efficient uploading and updating of web pages.
Technical Support Representative
ECOLAB
01.2022 - 06.2022
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
WordPress Developer
ARWEB
08.2019 - 11.2021
- Designed and implemented website from initial concept, site architecture and wire frames to finished deliverable.
- Designed responsive, mobile-first websites from design concepts.
- Installed required plugins and additional coding to fit final design and functionality requirements.
- Collaborated with end users on project specifications, strategy and execution to build new WordPress pages and update existing ones.
Electronics Engineering Intern
TECNOFAR
09.2019 - 11.2019
- Performed preventive maintenance and calibration of equipment and systems.
- Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
- Used information in technical diagrams, schematics, and manuals to understand operations and make successful repairs.
Education
Middle Technician - Industrial Electronics Technology
Colegio Vocacional De Artes Y Oficios (COVAO)
San Nicolás, Cartago 05.2001 -
Skills
Customer Service
Hardware Diagnostics
Software Diagnosis
Technical Support
Desktop Support
Technical Troubleshooting
Languages
English
Spanish (Native)
Certification
EFFECTIVE PROBLEM-SOLVING AND DECISION-MAKING
Timeline
Technical Support Agent
Granicus
04.2024 - Current
Technical Support Representative
ECOLAB
01.2022 - 06.2022
EFFECTIVE PROBLEM-SOLVING AND DECISION-MAKING
11-2020
FUNDAMENTALS OF MANAGEMENT
11-2020
PROJECT MANAGEMENT
11-2020
Electronics Engineering Intern
TECNOFAR
09.2019 - 11.2019
WordPress Developer
ARWEB
08.2019 - 11.2021
Middle Technician - Industrial Electronics Technology
Colegio Vocacional De Artes Y Oficios (COVAO)
05.2001 -
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