Alessandro Vargas S.

Incident & Service Request Management – Cloud-Based Enterprise Applications (LoadRunner Professional, Enterprise & Cloud, Quality Control Application Lifecycle Management - QC ALM)

Manage and prioritize incident and service request tickets for cloud-based enterprise software solutions, including LoadRunner Professional, LoadRunner Enterprise, and QC ALM, ensuring clear, timely communication with customers.

Troubleshoot and resolve complex software, configuration, integration, and performance issues across both cloud and on-premises environments.

Escalate unresolved issues to senior support, DevOps, or product engineering teams to ensure prompt and effective resolution, maintaining customer satisfaction.

Monitor the health and performance of cloud infrastructure, responding to alerts and proactively addressing issues to ensure continuous service availability.

Provide expert guidance to customers on product usage, configuration, and industry best practices, helping them optimize performance and adoption of the solutions.

Contribute to the development of internal documentation, including troubleshooting guides, FAQs, and knowledge base articles, to support team efficiency and foster knowledge sharing.

• Led technical support for SMG’s multi-site Windows Server 2012-based display systems, ensuring optimal uptime and performance.
• Diagnosed and resolved IoT connectivity issues related to Sigfox antennas for WND Group, improving data transmission reliability.
• Installed and configured Cradlepoint WWAN solutions for enterprise environments, supporting remote connectivity and failover.
• Delivered technical support and diagnostics for VoIP systems, addressing call quality, configuration, and service disruptions.

Printer Support Technician – Roles & Responsibilities

• Technical Troubleshooting: Diagnose and resolve hardware/software issues including print quality, paper jams, connectivity, and driver conflicts across various printer models.
• Customer Support: Deliver user-friendly support via phone, email, chat, and on-site visits; escalate unresolved issues appropriately.
• Maintenance & Repair: Perform routine maintenance (e.g., cleaning, toner/fuser replacement), color calibration, and identify components for service or replacement.
• Installation & Configuration: Set up and network-configure monochrome and color printers; manage print queues, preferences, and security settings.
• Documentation & Reporting: Log support tickets, maintenance actions, and recurring issues; provide usage guides and troubleshooting documentation.
• Product Knowledge: Stay current on printer technologies (inkjet, laser, MFPs), firmware updates, and model-specific features/limitations.

-Customer Support (Tier 2 Level) Handle escalated and complex customer inquiries via chat related to Kindle devices, content, and digital services. Provide advanced troubleshooting support for device functionality, account issues, content delivery, and subscription services. Ensure high levels of customer satisfaction and issue resolution.

-Team Leadership & Mentorship Serve as a point of contact for Tier 1 agents needing assistance during live chats. Mentor and coach Tier 1 agents on technical issues, tone, customer handling, and process adherence. Provide real-time support and guidance to help improve team performance.

-Quality Assurance & Process Improvement Monitor chats for quality assurance and provide feedback to improve service delivery. Identify process gaps or recurring issues and escalate them to management or relevant teams. Recommend improvements in knowledge base articles or SOPs.

-Performance Monitoring & Reporting Track team performance metrics like CSAT (Customer Satisfaction), FCR (First Contact Resolution), and AHT (Average Handle Time). Share daily/weekly insights with supervisors or managers. Assist in implementing action plans for underperforming team members.

-Collaboration with Cross-Functional Teams Coordinate with other support tiers, technical teams, or back-end operations for issue resolution. Participate in calibration sessions and meetings to stay updated on changes in process or product features.

-Training and Onboarding Help onboard new chat agents by sharing best practices and shadowing sessions. Conduct refresher training sessions when needed.

• Provide advanced technical support for Kindle e-readers, Fire tablets, and Kindle apps across multiple platforms.
• Troubleshoot complex hardware/software issues and network-related problems.
• Analyze and resolve escalated cases from Tier 1 support agents.
• Escalate systemic or unresolved issues to Tier 3 or engineering with complete documentation.
• Maintain detailed and accurate case notes in internal ticketing systems (e.g., Salesforce, Zendesk).
• Update and create knowledge base articles to reflect new troubleshooting techniques or fixes.
• Deliver feedback to support teams and product stakeholders on recurring issues and customer pain points.
• Mentor and support Tier 1 agents with complex issue handling.
• Participate in training and quality assurance processes to ensure service consistency.

• Conduct data collection and analysis across operations, customer feedback, and performance metrics to identify trends and areas for improvement.
• Lead continuous improvement initiatives using Lean, Six Sigma, and Kaizen methodologies to enhance operational efficiency, product quality, and customer experience.
• Collaborate with cross-functional teams (Operations, Logistics, Product Management) to align quality improvement goals across the organization.
• Develop and implement training programs to educate staff on quality standards, process improvements, and best practices.
• Perform root cause analysis to identify and address underlying causes of quality issues, defects, and customer complaints, ensuring long-term solutions.
• Monitor and report on key quality metrics using dashboards and reporting tools, communicating progress and results to senior leadership.
• Ensure compliance with internal and external quality standards, regulations, and industry best practices, driving audits and corrective actions as needed.
• Enhance customer experience by identifying and addressing quality issues, focusing on improving product quality and service delivery.
• Lead performance improvement projects, setting KPIs and tracking the effectiveness of changes to ensure continuous operational improvement.
• Identify and mitigate risks in the supply chain, manufacturing processes, or delivery systems to safeguard product quality.
• Utilize advanced data analytics tools (e.g., SQL, Excel, Tableau) to drive insights and support decision-making in quality improvement efforts.

• Delivered exceptional customer service by answering inquiries and resolving issues via phone, email, and chat, ensuring a positive experience for Amazon customers.
• Provided accurate information regarding Amazon products, services, and order statuses, enhancing customer satisfaction and trust.
• Processed customer orders, returns, exchanges, and cancellations in a timely and efficient manner, ensuring smooth transaction workflows.
• Investigated and addressed customer complaints related to shipping, product quality, and account issues, providing effective solutions.
• Assisted customers with troubleshooting technical issues, offering step-by-step guidance for product setup or resolving service concerns.
• Managed customer account updates, including address changes, payment methods, and subscription preferences, ensuring accuracy and data security.
• Collaborated with internal teams to resolve complex issues, escalating problems when necessary to ensure prompt resolution.
• Contributed to improving customer satisfaction by proactively suggesting relevant products or services based on individual customer needs and preferences.
• Documented all customer interactions and issues accurately within Amazon's CRM system, ensuring clear records for future reference and follow-up.
• Met or exceeded established performance metrics, including response time, resolution time, and customer satisfaction scores.
• Adhered to Amazon’s policies and procedures, maintaining a high level of professionalism, confidentiality, and data security during all customer interactions.
• Followed up with customers after resolution to ensure continued satisfaction and foster long-term customer loyalty.