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Esteban
Especialista en atención al cliente con más de 10 años en soporte y administración
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Competencies
Proporcioné soporte y seguimiento personalizado en atención a clientes en diversas industrias.
Resolvió incidencias técnicas en hardware y software, incluyendo servidores y estaciones de trabajo.
Gestioné y di seguimiento a casos de soporte, asegurando la resolución eficiente y satisfacción del cliente.
Facilito la interacción clara y profesional con clientes y equipos internos en soporte técnico y administrativo.
Supervisé equipos de soporte en entornos de alta demanda, asegurando cumplimiento de métricas y procedimientos.
Education
Languages
Summary
Profesional con experiencia en soporte técnico, atención al cliente, y gestión de incidencias en sectores tecnológicos y administrativos, con habilidades en liderazgo y comunicación efectiva.
Key Achievements
- Elevada experiencia en soporte técnico para marcas reconocidas como HP, Alienware e Intel.
- Promoción a roles de liderazgo en equipos de soporte técnico y expedición de documentación.
- Desarrollé habilidades en atención telefónica, chat y soporte web en ambientes BPO y tecnología.
Experience
Customer Service Specialist
Customer service to ensure the proper follow-up on each customer and the following engagement with the corresponding teams.
Product Development Team
Responsible for providing customer support for Raiser's Edge, Online Express, BBMS, BBPS, and BBOG through Phone, Chat, and Web cases; following up on said cases until a solution was accomplished.
Expediting and Intake Departments
Intake agent, following up on leads from potential clients provided to me by my supervisor. I had to call the clients and gather all the required information to officially submit the corresponding lawsuit., Promoted to the Expediting team, where I had to contact the documentation providers (Hospitals, VA, and Insurance companies) to expedite the delivery of the documents to our office.
Computer Tech Specialist
Technical support assistance for teachers during virtual rooms, making sure all the tools work correctly.
ITO WINTEL Second Level Agent.
Technical support for incidents, work orders, service requests, and tasks from servers/users in the customer's IT environment., Problem and Incident Manager following up on recurrence of issues and proper handling and expediting service of incidents, for customer satisfaction., Shift 3 Backup Supervisor, ensuring the proper work environment, logistics, and metrics were met on my team, as well as procedures., Performed a L2 task as a backline for the L1 agents, giving instructions, advice, coaching and solving deeper technically skilled issues that the users reported., Provided Tech Support to Onsite techs resolving server issues, following up the orders, and creating new ones in case it was necessary., Performed third-level support on Proliant Servers.
Technical Support Agent
Tech Support Agent, giving service over the phone for high-performance workstations, and gaming computers. Also helped UK customers troubleshoot computer issues.
Technical Support Agent
Tech Support Agent for Telephone LAN lines and Internet connections. Promoted to Provisioning Department where we programmed features on LAN lines as per customer's request.
Technical Support Agent
Started conducting surveys by phone for Datascension about favorite restaurants and movies. Promoted to Technical support representative for Amnet cable service, supporting customer's internet connections.
PPV
Responsible for testing computer processors (CPU) to ensure quality and performance.