Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Eduardo Garcia Maldonado

Summary

Dynamic Support Engineer with a proven track record at Oracle, excelling in remote technical support and troubleshooting. Enhanced customer satisfaction through effective communication and timely issue resolution. Skilled in technical analysis and fostering teamwork, driving continuous improvement in support processes while ensuring compliance with industry standards.

Support professional with strong technical expertise and problem-solving skills. Adept at diagnosing and resolving complex issues, ensuring seamless system performance. Known for effective team collaboration and adaptability to changing needs. Skilled in troubleshooting, customer support, and software maintenance. Reliable and results-driven with focus on achieving operational excellence.

Overview

9
9
years of professional experience

Work History

Support Engineer L3 Premier

Oracle
08.2022 - Current
  • Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
  • Collaborated with outside departments to implement system-wide improvements.
  • Increased client retention by building trust through excellent communication skills and timely issue resolution.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.

L2 Support Engineer

Oracle
03.2016 - 08.2022
  • Provided exceptional customer service through clear communication and timely updates on ongoing issues, resulting in positive feedback from clients.
  • Supported application upgrades and migration projects, ensuring minimal disruption to end-users during implementation phases.
  • Participated in regular team meetings to discuss challenges faced in supporting various systems, promoting a collaborative approach in finding solutions.
  • Improved customer satisfaction by efficiently resolving L2 support tickets within the designated timelines.
  • Contributed to the continuous improvement of internal processes by suggesting changes based on analysis of recurring problems and trends within the system environment.
  • Performed root cause analysis on recurring incidents, leading to long-term solutions that improved system stability and performance.

Sales Associate

Toyota Motor
10.2015 - 02.2016
  • Built relationships with customers to encourage repeat business.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.

Education

Bachelor of Science - Information And Computer Systems

Universidad Nueva Esparta
Caracas
01-2004

Skills

  • Remote support
  • Troubleshooting skills
  • Hardware and software installation
  • Technical support
  • Customer Support
  • Technical Software Support
  • Application support
  • Technical analysis
  • Teamwork and collaboration
  • Remote technical support
  • Problem-solving
  • Online chat support

Languages

English
Full Professional
Spanish
Native or Bilingual
Portuguese
Professional Working

Timeline

Support Engineer L3 Premier

Oracle
08.2022 - Current

L2 Support Engineer

Oracle
03.2016 - 08.2022

Sales Associate

Toyota Motor
10.2015 - 02.2016

Bachelor of Science - Information And Computer Systems

Universidad Nueva Esparta

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Eduardo Garcia Maldonado