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Guido
Support Technician with 5 years of IT and customer service experience
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Competencies
Provided technical assistance with software, hardware, and systems including Windows Server, SAP Business One, and CCTV.
Addressed customer inquiries, resolved issues, and managed complex cases to meet performance targets at Amazon.
Created and maintained database items in SQL Server and managed user permissions in Active Directory.
Proficient in Splunk Enterprise, Salesforce, JIRA, and virtual environments using Oracle VM VirtualBox.
Managed Linux systems, scripting, and Windows Server environments to support IT infrastructure.
Education
Languages
Summary
Experienced Technical Support Engineer and Customer Service Associate with a strong background in IT systems, customer relations, and technical troubleshooting.
Key Achievements
- Diagnosed and resolved a wide range of software and hardware issues, enhancing technical support quality.
- Managed system configurations, user permissions, and maintained databases in a multi-platform environment.
- Handled diverse customer inquiries across different roles, improving service delivery and operational efficiency.
Experience
Support Technician (Software & Hardware)
Diagnosed and resolved software/hardware issues, providing tailored solutions to customer needs., Installed, configured, and maintained computers, Windows Server systems, and required software for employees and new store openings., Managed users and permissions in Microsoft Active Directory;...
Customer Service Associate (CSNA)
Served as the main contact for North American customers, addressing inquiries and resolving issues., Delivered tailored solutions and handled complex cases, meeting and exceeding quality and performance targets., Identified and reported systemic issues impacting operational efficiency.
Technical Support Engineer (TSE)
Handled customer cases via Salesforce and coordinated escalations in JIRA., Investigated and resolved Splunk issues including ingestion failures, authentication problems, feature errors, and parsing issues., Led troubleshooting sessions for standalone and clustered environments, ensuring timely...