Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Carlos Solano

Carlos Solano

System Engineer
Alajuela

Summary

Dynamic Product Support Engineer with a proven track record at Movate, excelling in software support and troubleshooting. I enhance user satisfaction by resolving complex issues and collaborating with cross-functional teams. Recognized for improving response times and contributing to product enhancements through effective communication and problem-solving skills.

Overview

8
8
years of professional experience
2
2
Certifications
1
1
Language

Work History

Product Support Engineer

Movate
04.2021 - Current
  • Provide remote, technical support for Uipath and cybeark clients through Salesforce, email, chat and Screensharing meetings.
  • Collaborated with cross-functional teams to identify recurring product issues, contributing to product improvement initiatives and enhancing user satisfaction.
  • Created and maintained comprehensive knowledge base articles, facilitating quicker resolution of customer inquiries and reducing support response times.
  • Provided technical support to customers, troubleshooting product issues through remote diagnostics and detailed documentation.
  • Stay informed about product updates, new features, and industry trends related to the supported products
  • Collaborate with our teams, including product development to resolve complex technical issues and escalate
  • Document interactions with costumers, including troubleshooting steps, solutions provided, current action owner and follow-up plans.

Technical Support Engineer

Teleperformance
02.2017 - 12.2020
  • Provided technical support to end-users, resolving issues related to hardware, software, and network connectivity through efficient troubleshooting methods for logme in.
  • Collaborated with cross-functional teams to identify recurring technical problems and develop solutions that improved overall system performance and user satisfaction.
  • Utilized ticketing systems to track and manage support requests, ensuring timely responses and effective resolution of user issues.
  • L2 engineer taking escalation from L1 engineer.


Education

High School Diploma -

Universidad Latina De Costa Rica
Heredia
05.2001 -

Skills

Software installation

Software Support

SQL queries

Software debugging

Documentation preparation

Cyberark Knowledge

Uipath Developer Associate certificate

Microsoft Fundamentals certification

SSL certificate

IIS, Net

Certification

Azure Fundamentals.

Timeline

Azure Fundamentals.

10-2024

Uipath Developer Associate

04-2024

Product Support Engineer

Movate
04.2021 - Current

Technical Support Engineer

Teleperformance
02.2017 - 12.2020

High School Diploma -

Universidad Latina De Costa Rica
05.2001 -

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Carlos SolanoSystem Engineer