Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Gerardo Tiscareno

El Paso,TX

Summary

Seasoned Senior Customer Support Engineer with solid background in troubleshooting complex software issues and ensuring customer satisfaction. Strong expertise in providing technical support, managing cross-functional teams and implementing innovative solutions to improve product functionality. Skilled at fostering positive client relationships through clear communication and prompt issue resolution. Have made significant contributions to previous roles by streamlining processes and enhancing team productivity. Solution-focused Senior Customer Support Engineer recognized for productivity and efficient task completion. Specialize in technical support, problem resolution, and customer relationship management. Excel in communication, adaptability, and empathy, ensuring successful interactions with customers and team members. Committed to continuous learning and applying innovative solutions to enhance customer satisfaction.

Overview

22
22
years of professional experience

Work History

Senior Customer Support Engineer

Qlik
12.2021 - Current
  • Provided technical support to customers, troubleshooting and resolving customer inquiries.
  • Managed multiple customer accounts simultaneously while providing excellent service levels.
  • Conducted product training sessions for customers as needed.
  • Designed processes that streamlined operations and improved efficiency.

Senior Support Engineer

Mirantis (Docker Enterprise)
San Francisco, CA
09.2020 - 08.2021
  • Maintained customer service standards by resolving escalated customer inquiries in a timely manner.
  • Performed software installations and upgrades to operating systems and key applications.
  • Supported server infrastructure including Windows, Linux servers running in physical, virtual environments.
  • Developed and implemented strategies to improve system reliability and performance.

Senior Support Engineer L2

Nokia
Austin, TX
07.2011 - 09.2020
  • Helping customers (AT&T, T-Mobile, Verizon, Comcast, Telefonica (all latino America), Centurylink, Vivo), solve technical issues with our products (ACS, Call Center interfaces, Network Analyzers, data analytics).
    Answering questions from customers and prospective customers about the features and capabilities of our products (CSR consoles, IOT, ACS(tr-069) management of devices)). Communicating customer needs and improvements to our development and engineering staff. Receive customer support requests.
    Classify issues, diagnose problems and work with developers to resolve non-trivial issues. Provide on-site installation and configuration support for new customer deployments and system upgrades.
    Implement customer specific product configurations (using weblogic and jboss, along with containers like docker managed by Kubernetes) also deployed in AWS,Azure or/and Virtual machines servers, including GUI modifications, system integration with other management servers and databases, fine-tuning application and database settings

Consultant

Motive
Austin, TX
03.2008 - 07.2011
  • Responsible of pulling data, creating reports and data analysis, Using Oracle as the DBMS and also SQL Server, creating reports using Crystal Report, Design procedures to move data between servers, manage more than 10,000 lines to handle more than 100,000 million records using PL/SQL and Shell scripts to call and deliver. Tuning SQL Statements and several options to improve performance of ETL and Ad-hock queries. Using Unix/Linux for OS. Deploying DB Schemas and monitoring performance, backups, restores using shell/Korn/Perl scripting to make it automatic. Also Deploying Interfaces to of reporting systems to review the output and make Business decisions of high level positions. Trouble shooting DB environments and investigate and solve defects of the ETL process, creating several hot fixes. Creating an overall reporting solution to report data across to more than 100 clients and supporting several languages, using ASP pages to provide a user friendly solution also moving data to FTP and Email all custom to let users handle data

Data Analyst - Report Writer

Varay Systems
El Paso, TX
07.2007 - 03.2008
  • Responsible of the SQL Servers, Deploy and maintenance (Jobs, DTS, Triggers, Permissions, Etc) of DB's. Installing and upgrading Version of SQL Server, and SQL Reporting Services Expert in writing report in Crystal Reports XI and SQL Server Report Services, also Installing and Upgrading Crystal report server. Developing Web sites to view information like reports. Automating jobs of the users. Experience In Microsoft CRM Systems design form, reports and developing applications in mobile Devices to have access to the System.. Using Microsoft Sharepoint to design Scorecards and Dashboard for Medical trends and Account reporting. Using MS ACCESS to create a interfaces with user to load data to other Databases and create reports on line, some MS ACCESS Applications where use to import, process and deliver Reports by email, move to folder or Ftp, all of those features where design directly in access.

IT Specialist

AUS Services
El Paso, TX
10.2006 - 07.2007
  • In charge of the IT Department, printing 25,000 label Approximately per week , giving maintenance to the computer and printers, fix problems in the LAN Network, designing software for the Invoices that the Company make for the clients, a lot of Database management (TSQL), automating process to provide reports(VB script).

Math and Science Tutor

Esc Sec Fed No14
Cd Juarez, Chihuahua Mexico
08.2003 - 01.2006
  • Taught math, and computer science classes, Managed a computer center, give preventive and corrective computer maintenance, and installed software and hardware

Education

MBA -

The University of Texas Rio Grande Valley
Edinburg, TX
02-2021

Master of Science - Open Source

Universidad Autónoma De Chihuahua
Cd Juarez, Chihuahua, Mexico
10-2015

Bachelor of Science - Computer Science

Instituto Tecnológico De Ciudad Juárez
Cd Juarez Chihuahua, Mexico
08-2005

Skills

  • Technical support
  • Troubleshooting
  • Account management
  • Customer training
  • Process improvement
  • Software troubleshooting
  • Performance tuning
  • Product training
  • Data analysis
  • Software installations
  • System configuration
  • Troubleshooting techniques
  • Customer relationship management
  • Team collaboration
  • On-site support
  • Hardware diagnostics

Languages

Spanish
Native/ Bilingual
English
Full Professional
Portuguese
Professional
Italian
Elementary

Timeline

Senior Customer Support Engineer

Qlik
12.2021 - Current

Senior Support Engineer

Mirantis (Docker Enterprise)
09.2020 - 08.2021

Senior Support Engineer L2

Nokia
07.2011 - 09.2020

Consultant

Motive
03.2008 - 07.2011

Data Analyst - Report Writer

Varay Systems
07.2007 - 03.2008

IT Specialist

AUS Services
10.2006 - 07.2007

Math and Science Tutor

Esc Sec Fed No14
08.2003 - 01.2006

MBA -

The University of Texas Rio Grande Valley

Master of Science - Open Source

Universidad Autónoma De Chihuahua

Bachelor of Science - Computer Science

Instituto Tecnológico De Ciudad Juárez

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