Diego González Rodríguez
Tech Support Representative
Mercedes Norte,Heredia
Summary
Focused and dependable Tech Support Rep with great communication skills. Detailed oriented on client and business needs, with extensive experience in diagnosis and resolution to computer user support issues. With high understanding of business operations, as well as a deep research driven attitude to identify patterns and trends, with a good eye for detail with a proactive approach to performance and problem solving.
Overview
7
7
years of professional experience
Work History
Senior Technician
Dell
12.2021 - Current
- Serve as the primary technical support contact for Dell's enterprise customers, providing comprehensive assistance via phone, email, and online channels.
- Go beyond basic troubleshooting to provide specialized guidance on gaming system compatibility, performance optimization, and maximizing the product experience.
- Diagnosed and troubleshot hardware, software and network issues, using company's software.
- Assisted with updating and training technical support best practices for use by team.
- Assisted in the creation of a knowledge base, compiling common issues and their resolutions to improve internal processes.
Resolution specialist
Amazon Support Services Costa Rica, S.R.
- Providing last point of contact resolution to escalated issues in the .com marketplace, Amazon fresh, Amazon pay and Amazon B2B (Business) as well as advanced billing inquiries and concession abuse prevention with outstanding performance
- Resolving escalations raised to HQ office as well as the US escalation line, providing with customers with exceptional customer service or the last word on the matter
- Provide guidance and assistance to the associates
- On charge of projects as data mining, mentoring
- Effective coaching technics.
CS TEAM MANAGER
Amazon Support Services Costa Rica, S.R.
04.2017 - 11.2020
- Review performance of the associates
- Provide guidance when the associates needed
- Assisted with issues with payroll and vacations.
Education
Bachelor - Software Developer
Universidad Cenfotec
05.2001 -
Bachelor - Computer Engineering
Universidad Fidélitas
05.2001 -
Skills
Hard Skills
Programming Languages: JAVA, PYTHON, HTML, CSS, JavaScript
English-B2
Microsoft Office tools
Intermediate Excel
Soft Skills
Problem-solving aptitude
Assertiveness
Time Management
Excellent Communication
Analytical Skills
Timeline
Senior Technician
Dell
12.2021 - Current
CS TEAM MANAGER
Amazon Support Services Costa Rica, S.R.
04.2017 - 11.2020
Bachelor - Software Developer
Universidad Cenfotec
05.2001 -
Bachelor - Computer Engineering
Universidad Fidélitas
05.2001 -
Resolution specialist
Amazon Support Services Costa Rica, S.R.