Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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JEFFERSON GUERRERO TOLEDO

System Support Operations / IT Support

Summary

Bilingual professional with experience working in support for an important transnational company, excellent customer support, always focus on quality and efficiency, with strong problem-solving skills, not giving up no matter the difficulty of the task or request. Trustworthy, honest, great disposition for the company always giving the 110% of the capabilities. Focus on learning new Habilities and experience to grow as a professional.

Overview

4
4
years of professional experience
2
2
years of post-secondary education
2
2
Languages

Work History

Support Engineer Level I

TEK EXPERTS
01.2020 - 11.2020
  • Providing support to customers who seek assistance with applications, Performance Center, and LoadRunner
  • Conducting remote meetings with partners, coworkers, and customers worldwide to enhance software improvement methods and support levels, using Cisco WebEx, Microsoft Teams, or Zoom
  • Demonstrating strong research skills to find necessary information for customers and coworkers and effectively troubleshoot issues
  • Proficiently communicating with customers and coworkers, whether handling callback requests or seeking information, utilizing Avaya and FUZE
  • Recording and documenting user issues and incidents using Service Manager tickets and promptly resolving problems
  • Supporting and managing Microsoft Teams tools, including creating groups, sharing drives and folders, and handling data management and backups
  • Developing QM Dashboards for case balancing on a daily basis
  • Creating VMs through remote desktop applications to set up different versions of Performance Center and LoadRunner environments or labs
  • Utilizing Microsoft SharePoint to provide 24/7 support to customers across various time zones, including Asia and Europe
  • Thriving under pressure and maintaining high-quality work and commitment.

Technical Support/IT Support

GIGAMONSTER NETWORTS
04.2021 - 08.2023
  • Renders immediate technical assistance to field technicians
  • Generates scheduled appointment reports for customers
  • Conducts quality assurance on appointment processes
  • Facilitates internet activation process (Cisco) for customers
  • Creates Excel reports to assess route availability near technicians
  • Handles ticket requests for slot unavailability, technician lateness, and special technician requirements
  • Performs quality assurance for customer service assistance
  • Engages in server programming
  • Undertakes DirectTV equipment activation and reset procedures
  • Utilizes SalesForce tools
  • Conducts training on SalesForce, DirecTV, Excel, Genesys, and Gigamonster Intranet.

Education

CYBERSECURITY -

Universidad Politécnica
07.2023 - 11.2023

CCNA - Cisco Engineer -

U. Fidélitas
06.2019 - 11.2019

Universidad Politecnica
09.2023 - 11.2024

Skills

Microsoft Office 365undefined

Accomplishments

  • Successfully resolved a high volume of escalated customer issues, resulting in a 40% reduction in customer escalations
  • Led a team of customer service representatives, providing guidance and support to ensure excellent service delivery.
  • Received multiple commendations from customers for providing exceptional service and going above and beyond their expectations.
  • Contributing towards achieving company goals
  • Percent growth you saw and percentages of goals and KPIs you hit

Timeline

Universidad Politecnica
09.2023 - 11.2024

CYBERSECURITY -

Universidad Politécnica
07.2023 - 11.2023

Technical Support/IT Support

GIGAMONSTER NETWORTS
04.2021 - 08.2023

Support Engineer Level I

TEK EXPERTS
01.2020 - 11.2020

CCNA - Cisco Engineer -

U. Fidélitas
06.2019 - 11.2019

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JEFFERSON GUERRERO TOLEDOSystem Support Operations / IT Support