Jordy - Support Engineer with 5+ years of technical troubleshooting and client support

Applied diagnostic procedures and technical knowledge to identify and resolve hardware, software, and network issues efficiently.

Provided technical assistance, guided clients in equipment setup, and maintained strong customer relationships.

Collected, analyzed, and interpreted HR data to support strategic decisions and improve processes.

Supported project planning, scheduling, budgeting, and resource coordination, including over 150 employee schedules.

Effectively communicated with colleagues and clients, participating in workshops and cross-departmental collaboration.

Traced root causes of malfunction using specific diagnostic procedures, scripts and programs., Maintained primary technical ownership of service support tickets by working effectively with available technical resources., Documented troubleshooting procedures and updated system records in detail., Uphold excellent relationships with on-site users by quickly handling diverse problems., Guided customers through set up and safe operation of equipment., Identified and resolved hardware, software and network problems with good troubleshooting abilities and strong technical knowledge.

Improve the general process of data management., Upgrade company experience to new online platforms create and develop new tools for management to have accurate control of the work force., Collect, analyze, and interpret HR data to provide insights and support strategic decision-making by the HR team and management.

Collaborate with the Project Manager to define project scope, goals, and deliverables., Assist in creating detailed project plans, including timelines, milestones, and resource allocation., Schedule and organize project meetings, prepare agendas, and document meeting minutes., Problem solved for each department to maintain timely completion of parts and meet strict deadlines., Assist in tracking project expenses and maintaining the budget., Help identify cost-saving opportunities and manage project resources efficiently., Collaborate with finance and accounting teams to ensure accurate financial reporting., Maintained accurate information in the payroll system., Coordinated and scheduled over 150 employees in the northeastern zone of Mexico., Keep record of the fines and deviations of the project invoice., Negotiate with client waivers and exemptions regarding the monthly invoice.

Communicated effectively with colleagues and superiors., Attended workshops and conferences centered around increasing customer service skills., Accurately verified information and updated information databases as necessary., Redirected calls as needed and worked with my supervisor to address any outstanding issues.