Databox

I provide support to new users on Databox (a business analytics platform) by helping them predict their performances better, through chat and email.
With an understanding of more than 50+ tools in Marketing, Sales, E-commerce, Financial, and Operational tools.

Senior Business Development Representative

On a day-to-day basis, I am a bridge between customers with the Sales & Technical Support teams. Providing first support and help by handling chats and email tickets; troubleshooting, prospecting, offering assistance, and setup services.

Business Development Representative

Helping new and current customers get set up on the software to ensure their long-term success and retention.
· I enhanced customer engagement by analyzing app usage, adoption, and activity against business objectives.
· Constructed tailored metrics and dashboards, boosting user understanding.
· Collaborated with Support and Account Management, ensuring seamless hand-offs and fostering exceptional customer experiences.

Customer Support Specialist

Keep it Simple

Maintaining positive relationships with clients, providing timely responses, and managing escalation when necessary. Assuming responsibility for the management of incidents reported by customers. 
• Investigating and analyzing to determine alternative solutions, asking questions to quickly understand the cause of the problem by phone, email, or chat.
• Establishing priority and understanding the business impact of the problem for the clients.
• Documentation of each of the cases according to the requirement.
• Consulting internal and external resources and databases, as well as ensuring the adequate recording of technical knowledge.

Customer Service Engineer

Managing the different Netsuite support contracts in ERP, CRM, SuiteCommerce, custom modules like Location, and Electronic Billings. 
· Performing troubleshooting, analysis to validate issues, and find alternate solutions. 
· Working close with escalation teams as well as QA, different project managers, and the Development teams keeping priority cases moving forward.
· Weekly internal meetings to discuss case updates and process improvements, as well as monthly reporting for clients.

Support Manager

Sutherland

Lead a team of Engineers supporting multiple products within NetApp’s solution portfolio to address technical issues for the global customer base. Partner with other Support Managers, and Escalation Leaders to ensure complex or escalated issues are addressed in a timely manner
· Managing Technical Support Engineer bilingual teams in operational processes, technical communication, and troubleshooting.
· Manage and review operational reports (Attendance adherence, client scorecard, metrics management reports). Working collaboratively with the team to achieve optimal results on metrics.
· Conduct regular audits and reporting against compliance.
· Conduct regular one-on-ones with direct reports to review individual performance and offer on-going developmental coaching.
· Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.

Technical Support Manager for NetApp

Freelance

Using Agile approaches in maintenance and coordination of projects for small businesses.
· Project management, and progress report to the project team and the defined stakeholders, aligning customer expectations. Sprint planning, schedule, and project budget.

IT Adviser

In charge of the planning and execution of software development projects in “Brander Ideas”, creating schedules and prioritizing activities in the life cycle of the projects.
•	Assuming the direction of 10+ projects in different stages of development, for the customer in the government and private sectors.
•	Coordinating development teams (up to 4 teams simultaneously) and QA teams, using tools such as Microsoft Project, MantisBT, Trello and OpenProject for the project’s management.

Project Manager

Shandong Kerui Petroleum Equipment Co., Ltd. Colombia Branch

Manage the implementation of the Warehouse along with logistics processes, administrative activities, lead, execute and plan continuous improvement teams.
•	Manage the daily operations budget.
•	Design and implementation of strategy for inventory control.
•	Management of commercial and technical relations with suppliers and customers as a member of the After-Sale team.
•	Management of technical support staff from 3 to 8 employees, for the well stimulation equipment such as steam generators, nitrogen injection equipment and mechanical pumping units.

Warehouse Coordinator and Team Leader

101 Systems & Services S.A.

As an outsourcing consultant at the operational level guiding the staff in the activities of structural maintenance and industrial equipment, providing services to the Veneto a Wyndhanm Grand Hotel & Casino.
•	Management of providers and hotel contractors in the area of escalators, elevators, air conditioning system and others equipment such as chillers, power plants and boilers.
•	Implementation of working procedures and verification controls tasks at a preventive and corrective level.
•	Supervision of locative maintenance with a staff of up to 21 employees on rotating schedules 24/7.

Operation Manager

Silver Entertainment Group

Leader of the project team of the complete remodeling in the casino of the Veneto Casino & Holiday Beach Resort.
•	Implementing a comprehensive update design at floor level in the casino area, structural remodeling, electrical and data wiring networks.
•	Changing independent slot game machines using coins to a computerized slot machines system with cards.
•	As part of the redesign and upgrade of security cameras for the casino layout applying the requirements analysis demonstrating ability defining challenges and search for solutions.
•	Through negotiation with suppliers and contractors I achieve up to 30% discounts on prices and rates, guaranteeing services and applying professional treatment.

Outsourcing Projects Manager

Sistec, Sistemas Tecnologicos

Having the commitment to the efficiency and security in the deployments.
• Lead the technical team for the service and implementation of projects.
• Assuming projects in the field of data networks and telephone of more than 100 points, installation of security cameras and access control systems.

Operation Coordinator

Telnet, Telecommunication & Networking Inc

Innovating with services and effective technological Infrastructure solutions in installation of networks and telephony.
•	Managed outsourcing staff, for the execution of the projects.
•	Supporting the commercial area in attracting new customers.
•	Design and coordination of projects in homes and offices, applying technological solutions such as: structured cabling, PBXs, CCTV and access control systems.

Projects Coordinator

Independiente / Freelance

I provided services in technological solutions performing corrective and preventive maintenance of hardware and software, as in structured cabling installations for local area networks, switches, and routers installation.

Technological Consultant's

I am an experienced remote worker who has extensive skills as Computer Engineer in Customer Support with over one decade of experience in technology industries. 

I have helped hundreds of companies to automate their reporting and track the KPIs that are important to them. This saves businesses dozens of hours and frees up time for productive work.

Quality communication is my passion. I have 10 years of experience in various customer-facing roles. I talk with more than 200 users per month via chat and email. 

I am using LinkedIn to learn from the amazing people I communicate daily with and share what I learn with others.

Just click on “Connect” and hit me a message any time, let's have a conversation sharing insights and best practices.

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