John Robles
Aserri
Summary
Trilingual Technical Support Engineer (English-Portuguese) with expertise in Microsoft Azure (IaaS, PaaS, SaaS) and DevOps. Skilled in networking, databases, and programming languages (Basic/PowerShell, Python, JSON, C#, Bash, ARM templates). Proficient in troubleshooting, incident management, and system optimization. Strong focus on high-quality customer support and technical solutions. Experienced in virtualization (70% proficiency) and cloud infrastructure, with a proactive approach to continuous learning in DevOps tools and problem-solving methodologies. Adept at cross-team collaboration and process optimization, ensuring client satisfaction and effective communication in diverse, global environments providing active troubleshooting to constructed environments and providing advisory on technologies. High Customer service skills experience of4 years
Knowledgeable with solid background in technical support engineering. Proven success in diagnosing, troubleshooting, and resolving complex technical issues efficiently. Demonstrated expertise in customer service and problem-solving, ensuring seamless user experiences.
Offering strong analytical abilities and passion for solving technical challenges in team-oriented environment. Brings solid understanding of computer systems and networks, with ability to quickly learn and apply new technologies. Ready to use and develop diagnostic and problem-solving skills in [Desired Position] role.
Technical support professional with robust background in resolving technical issues and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Engineer (Azure Platform & DevOps)
Tek-Experts
02.2023 - 12.2024
- Supported Microsoft Azure cloud infrastructure with expertise in networking, virtualization, and app development
- Diagnosed and resolved technical issues while maintaining detailed documentation
- Collaborated with cross-functional teams to ensure seamless case resolution
- Key Achievements:
- Enhanced team efficiency through precise documentation
- Delivered exceptional customer experiences leveraging technical expertise
- Case tools usage with very clean management skills on DFM, via email, chat and live meetings
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Documented faults and bugs for referral to development staff for use in updates.
- Delivered Tier-3 support and SME input to internal and external customers.
- Earned recognition from management for consistently delivering exceptional service quality.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Streamlined helpdesk response times, implementing new ticketing system that prioritized urgent queries.
- Enhanced team productivity, introducing automation tools that reduced repetitive tasks and allowed more focus on complex issues.
- Increased first-call resolution rates, meticulously diagnosing issues and providing effective solutions on initial contact.
- Responded to customer inquiries and provided technical assistance over phone, email and live chat.
- Helped streamline repair processes and update procedures for support action consistency.
Senior Process Executive
Infotree Global Solutions
04.2022 - 01.2023
- Provided high-quality customer interactions, resolving queries effectively
- Maintained compliance with SLAs and ensured process adherence
- Optimized production quality by identifying bottlenecks and developing targeted solutions.
- Reduced operational costs with thorough analysis of resource allocation and elimination of redundancies.
- Negotiated contracts with vendors for cost-effective sourcing while ensuring timely delivery of materialsservices.
Associate Operations
WNS
11.2021 - 03.2022
- Scheduled patient appointments and verified insurance eligibility
- Directed calls and routed requests efficiently
- Maintained empathetic and effective communication
- Led process improvement initiatives that resulted in time-savings and increased operational effectiveness across multiple functions within the organization.
Customer Service Representative
Capital One
01.2020 - 03.2021
- Addressed customer issues via various communication channels
- Ensured accurate database updates and confidentiality of account information
- Achieved individual and team productivity targets
Education
Associate of Science - Azure Administrator, Azure Claud Architect
Smart Data
Remote10-2024
Skills
- Cloud Solutions: Azure Administration, and Azure architect knowledge, virtualization, DevOps (Groups, permissions, work items, artifacts, pipelines and repositories)
- Technical Proficiency: Networking, databases, scripting, coding, logs analysis, ARM templates analysis, monitoring, scalability, fault tolerance, high availability and Azure administration skills
- Process Optimization: Incident response, documentation, troubleshooting, strong time management and task prioritization skills, long meetings keeping and achieving the best results for users and company offering service products
- AI usage: Improve knowledge and confirm processes to provide a strong base solutions with professionalism speach
- Soft Skills: Customer-focused, detail-oriented, team player, coding(Basic), CRM, Azure, Devops, Technical support engineer, Trilingual, hard worker, professionalism, logs analysis, complex issues solver,tools usage, fast learning, continues improvement
- Technical troubleshooting
- Technical support
- Problem-solving
- System troubleshooting
- Technical documentation
- Root-cause analysis
- Support system management
- Teamwork and collaboration
- Technical expertise
- Backup and recovery
- Attention to detail
- Issue research
- Bug tracking
- Computer coding
- Software updates
- Issue escalation
- Incident management
- Ticket management
- Firewall installation
- DevOps
- Continuous improvement
- Log analysis
- Software troubleshooting
- Product knowledge
- Software debugging
- Analytical thinking
- Customer support strategy
Certification
- AZ-900: Azure Fundamentals (Mar2024)
- Certified by Smart data study academy perter of Certiprof Az-104 and Az305
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Advanced
C1
Timeline
Technical Support Engineer (Azure Platform & DevOps)
Tek-Experts
02.2023 - 12.2024
Senior Process Executive
Infotree Global Solutions
04.2022 - 01.2023
Associate Operations
WNS
11.2021 - 03.2022
Customer Service Representative
Capital One
01.2020 - 03.2021
Associate of Science - Azure Administrator, Azure Claud Architect
Smart Data
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