Summary
Overview
Work History
Education
Timeline
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Bruno Daniel Osorio Garcia

IT Support Engineer
Guadalajara

Summary

  • 2 years of experience on client tech support allowing me to perfect people skills, control on calls and over 8 years of IT support knowledge being able to provide advance support skills.
  • Issue on site or remotely. Great follow up skills on ticketing applications allowing me to keep the users always updated with the information that he needs and the handling the situation with transparency so the user always knows exactly the process being taken on request/incidents and provide the best possible solution.
  • Familiar with Office applications, Commucations apps (slack, teams, zoom, etc.)
  • Comfortable on providing training and mentoring to new hires, always excited and curious to be part of new projects that can challenge my knowledge.

Overview

11
11
years of professional experience
2
2
Languages

Work History

Level 2 IT Support Engineer

Oracle
11.2017 - Current
  • Provided IT Specialized support internally for Oracle Employee either on site or via out support channels.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Trained new IT support staff for, alongside seasoned engineers migrated from different areas or from acquisitions to our team. fostering a positive work environment and improved collaboration among team members.
  • Was part of several project such ticket tools implementation (JIRA) for our IT Support Line of Business, also part of our change of tiering system for a swarming model working very in hand with slack.
  • Aided management on interview process for new hires candidates fitting for our support team with great results.


Client Tech Support Sr. Associate

Dell
01.2015 - 11.2017
  • IT Support Analyst for external companies as Elementia, Mexichem, Techops and Arca Continental
  • Participated assisting external sites with account in Panama like Thermofisher, Mt
  • Sinai Hospitals and Honeywell
  • Provided assistance to supervisors with monthly reports, scorecards and development of the team and creation of resolver matrix for the supported accounts


Custimer Service Representative

Teletech
01.2013 - 01.2015
  • Bilingual client tech support for the account of Bank of America for the first year
  • Promoted to Credit Cards Sales assistance through the second year.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Education

Bachelor's Degree - Tourism

Universidad de Guadalajara

Timeline

Level 2 IT Support Engineer

Oracle
11.2017 - Current

Client Tech Support Sr. Associate

Dell
01.2015 - 11.2017

Custimer Service Representative

Teletech
01.2013 - 01.2015

Bachelor's Degree - Tourism

Universidad de Guadalajara

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Bruno Daniel Osorio GarciaIT Support Engineer