KEVIN ESTRADA
Oviedo,FL
Summary
Experienced Support Engineer familiar with user support and root cause analysis. Now Looking to use current skill set to work in Data Analytics.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Tier 3 Support Engineer
Earnnest LLC
, FL
01.2022 - Current
- Worked closely with Tier 2 Client Support staff as well as acting as interface between Tier 2 and Product Development/Engineering
- Working knowledge/experience with PostgresSQL to query databases
- Managed and organized escalated Jira board tickets.
- Working Knowledge with Postman and REST API calls.
Technical Support Representative
Earnnest LLC
01.2021 - 01.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Provided targeted customer support at various stages in customer’s lifecycle (enrollment, product use, expansion opportunity)
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Design and modify Sales Force support cases for proper data collection
Customer Service Representative
Titan Technologies International Inc
05.2020 - 12.2020
- Used critical thinking to assist customers with questions and issues by gathering data, analyzing needs and implementing best solutions
- Communicated complex unemployment monetary determinations effectively and de-escalated conflict via phone
- Maintained an overall positive attitude while dealing with client conflict
Education
UCF Data Boot Camp (Data Analytics and Visualization -
University of Central Florida
FL04.2022
Kinesiology -
University of Central Florida
Orlando, FL05.2017
Skills
- PostreSQL
- Python
- Pandas/Data cleaning
- Matplotlib
- Tableau
- API Interactions
- Machine learning
- Excel
Certification
SIE - FINRA
Timeline
Tier 3 Support Engineer
Earnnest LLC
01.2022 - Current
Technical Support Representative
Earnnest LLC
01.2021 - 01.2022
Customer Service Representative
Titan Technologies International Inc
05.2020 - 12.2020
UCF Data Boot Camp (Data Analytics and Visualization -
University of Central Florida
Kinesiology -
University of Central Florida
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