Alejandro Valverde

New product training. I will be the first to acquire knowledge regarding new products and Pure Storage Certifications that are new for TSAs.

Act as the main point of contact for escalations of TSAs. As a Senior Technician, I will review the cases and address them accordingly.

Work on secure networks (Darksites) doing software upgrades, staging, and troubleshooting alerts on companies that do not allow remote access.

Take ownership of handover requests from the TSA team or TSER team. Give training, coaching, and support to TSAs.

RMA verifications and Clear Space requests from TSAs.

Handle alerts, stagings, and upgrades.

Drives replacement calls.

Resolve cases on time while providing end users with good customer service.

Ensure that SLAs are met within the ServiceNow ticketing system

Identifying and understanding customer needs.

Communication skills like persuasion, negotiation, etc.

Active listening.

Sales skills.