Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Jose Guerrero

IT System Support Specialist
Moravia,SJ

Summary

Technical professional with strong background in technical support and customer service. Known for delivering reliable solutions and maintaining high standards. Consistently collaborates well with teams to achieve goals and adapt to changing needs. Proficient in troubleshooting and technical communication.

Overview

7
7
years of professional experience
3
3
Certifications
2
2
Languages

Work History

Sr. Technical Representative, IT Operations

Concentrix
02.2022 - Current
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Developed detailed user manuals and FAQ documents to facilitate customer self-service and reduce support call volume.
  • Handled escalated customer complaints with professionalism and empathy, working collaboratively with clients to devise mutually satisfactory resolutions.
  • Established rapport with clients through regular check-ins, ensuring their ongoing satisfaction with products and services provided.
  • Coordinated with engineering teams to report software bugs, contributing to improvements in product quality and performance over time.

Technical Support

Teleperformance
08.2022 - 02.2023
  • Provided exceptional technical support to end-users by resolving complex issues promptly.
  • Enhanced customer satisfaction by providing timely and accurate technical support to clients.
  • Provided expert technical support, resolving critical production issues in a timely manner.
  • Handled technical support inquiries in both English and Spanish.
  • Implemented remote desktop solutions to provide offsite technical support for clients efficiently.

Product Support Engineer

Lanshore
12.2021 - 08.2022
  • Installed, configured, and maintained RPA (Robotic Process Automation) environments for high-value customers.
  • Developed comprehensive training materials to educate users on product features and functionalities, resulting in higher adoption rates.
  • Maintained product development schedules and prioritized projects by coordinating with development team.
  • Tested product components to identify root causes of issues.
  • Responded to customer inquiries and provided technical assistance over phone, chat and email

Network Operations Specialist

Racknation
06.2019 - 12.2021
  • 24/7 infrastructure monitoring using Nagios, Zabbix and PRTG.
  • Proeficient in data backup management and data restoration.
  • Vast knowledge on administration, creation and configuration of Windows Server and Linux servers (CentOS, Ubuntu, Debian), both virtual and physical.
  • Provide Support for virtualization environments (VMware, KVM) and cPanel services for mail systems and web page hosting.
  • Reduced system downtime with proactive maintenance and swift issue resolution.

Customer Service Representative

Concentrix
09.2018 - 06.2019
  • Coordinated effectively with other departments such as engineering, customer support, and quality control during each project phase.
  • Elevated end-user satisfaction levels by maintaining close collaboration with customer support teams, addressing critical issues promptly.
  • Mentored new hires on company policies, procedures, and best practices in providing exemplary customer support.
  • Provided exceptional customer support by efficiently addressing client concerns and technical inquiries.

Education

No Degree - Computer Information Systems

Universidad Americana
San Jose, Costa Rica
05.2001 -

Skills

System administration: Windows Server, macOS, Linux (Ubuntu, CentOS, Debian)

Ticketing: ServiceNow, Zendesk, Jira, SolvNow

Networking: TCP/IP, VPN, DHCP, DNS, Firewalls

Software installation

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Certification

- CompTIA A+

Timeline

Technical Support

Teleperformance
08.2022 - 02.2023

Sr. Technical Representative, IT Operations

Concentrix
02.2022 - Current

Product Support Engineer

Lanshore
12.2021 - 08.2022

Network Operations Specialist

Racknation
06.2019 - 12.2021

Customer Service Representative

Concentrix
09.2018 - 06.2019

No Degree - Computer Information Systems

Universidad Americana
05.2001 -
Jose GuerreroIT System Support Specialist