Andres - Technical Support Specialist with 5+ years in web hosting and online services

Bogotá, Bogota D.C., Colombiaen

Resolved approximately 40 daily tickets at DreamHost, maintaining a 98% SLA.

Reduced server-side problem resolution times by 20% through SSH diagnostics.

Published on CazVid

Summary

Dedicated support professional with over 5 years assisting web hosting, SaaS, and trading platforms, skilled in troubleshooting, server management, and customer satisfaction.

Key Achievements

Supported over 2 million users on an online trading platform, achieving 95% customer satisfaction.

Skills

Linux (Bash, SSH)Avanzado

Utilized Linux command-line tools to diagnose and resolve server issues effectively.

WordPress & WP-CLIAvanzado

Deployed and troubleshot web applications using WP-CLI, facilitating successful deployments.

Customer ServiceExperto

Provided multilingual support, ensuring high CSAT scores and effective problem resolution.

Cloud Services (AWS: EC2, S3, CloudWatch, Route 53)Intermedio

Supported cloud infrastructure to deploy, monitor, and manage web services in AWS environment.

Communication & Conflict Resolution

Experience

Technical Support Specialist

DreamHost

Aug 2022 - Present

Resolve ~40 daily tickets covering DNS, SSL, WordPress, email &amp; DB issues while maintaining 98% SLA., Diagnose server-side problems via SSH; reduced average resolution time by 20%., Deploy and troubleshoot web applications with WP-CLI, boosting deployment success rate., Collaborate with...

Technical Support Consultant

QuadCode

Oct 2020 - Aug 2022

Delivered multilingual support for an online trading platform with 2M+ users, achieving 95% CSAT., Managed KYC verification &amp; payment issues (e-wallets, card, wire) ensuring compliance., Identified and reported price-chart glitches; coordinated fixes to minimize downtime.