JAVIER CANTON
Pembroke Pines,FL
Summary
IT Senior Support Engineer with training in a multitude of skills in IT, Computer Software, and Customer Service. Working towards acquiring the knowledge of computer infrastructures and software lifecycles.. Looking to join a successful organization to expand my skills and
Experienced with troubleshooting and resolving complex customer issues efficiently. Utilizes data analysis to identify trends and improve customer service processes. Strong understanding of customer relationship management and operational optimization.
Qualified Technical Support Analyst with solid background in customer support and analysis. Proven track record of resolving complex customer issues and enhancing client satisfaction. Demonstrated expertise in troubleshooting and data analysis.
Overview
3
3
Languages
5
5
years of professional experience
Work History
Senior Customer Support Analyst I
iTradetwork
09.2023 - Current
- Executed advanced troubleshooting techniques, deploying SQL hotfixes to resolve UI data issues effectively.
- Using GIS tool to Investigate Error Messages and Review Failed Documents to Provide Customer Advanced Technical Advice
- Using Kibana Logs to review older Received EDI Files
- Working with Development and Integration teams utilizing Jira to document any reproducible bug issues or tasks requiring their assistance.
- Taking on escalated issues with the biggest customers and getting on weekly meetings with said customers with assistance of Customer Success Representatives to build trust and rapport with customers.
Customer Operations Engineer (Level II)
iTradetwork
11.2022 - 09.2023
- Reviewed UI screens, detected errored order documents, and ensured accurate supply chain product operations to support customer satisfaction.
- Answered customer inquiries over the phone to provide immediate assistance.
- Trained on EDI process steps, including data formatting and workflow execution.
- Collaborated with senior team members to escalate concerns accordingly and apply available knowledge resources.
- Reviewed and reprocessed failed documents via file exchange tool to reduce risk of unintended case creation.
Customer Support Engineer Level 2
Kaseya
03.2022 - 11.2022
- Mentored new team members on troubleshooting techniques and setting accurate client expectations.
- Reproduced issues in test environments, ran traces to analyze functionality, and collaborated with development team to report findings.
- Constructed SQL queries to resolve missing data and optimize long-running queries.
Customer Support Engineer Level 1
Kaseya
05.2021 - 03.2022
- Identified customer goals and issues hindering product use.
- Provided solutions enabling customers to utilize the product effectively.
- Communicated with customers to ensure satisfaction and enhance user experience.
Education
BACHELOR OF SCIENCE - Computer Engineering
FLORIDA INTERNATIONAL UNIVERSITY
Miami, FL04-2021
BACHELOR OF SCIENCE - Biology
FLORIDA INTERNATIONAL UNIVERSITY
Miami, FL12-2018
Skills
- Technical Support Experience
- Advanced troubleshooting techniques
- Troubleshooting
- Application Support
- MSSQL
- Python
- EDI
- Web Server Management
- Incident management
- Escalation handling
- Ticketing system expertise
- Helpdesk
- Remote support
- Windows Server
- Windows 10
- Splunk Log Troubleshooting
- Linux
- Analytical skills
- Problem Resolution
- Customer service
- Customer relations
- Customer satisfaction surveys
- Quality Assurance
- Time management
- Prioritization
- Multitasking and organization skills
- Teamwork
- Leadership
- Training
- Microsoft Office
- Scripting Languages
- Problem-solving
- Problem-solving
- Time management
- Multitasking and organization skills
- Verbal and written communication
- Technical troubleshooting
- Analytical thinking
Accomplishments
- During my tenure in Kaseya, I worked the July 2021 Ransomware incident for the VSA Product. This was done with 2 Months of Experience which made it very challenging but helped shape my confidence in troubleshooting and talking with customers.
- During my iTradeNetwork Tenure, I was promoted within a year and was responsible for implementing Salesforce AI, Agentforce to be used to help automate simple response using the AI and to be used by our team to help with customer responses.
Languages
Spanish
Professional Working
English
Native or Bilingual
French
Elementary
Timeline
Senior Customer Support Analyst I
iTradetwork
09.2023 - Current
Customer Operations Engineer (Level II)
iTradetwork
11.2022 - 09.2023
Customer Support Engineer Level 2
Kaseya
03.2022 - 11.2022
Customer Support Engineer Level 1
Kaseya
05.2021 - 03.2022
BACHELOR OF SCIENCE - Biology
FLORIDA INTERNATIONAL UNIVERSITY
BACHELOR OF SCIENCE - Computer Engineering
FLORIDA INTERNATIONAL UNIVERSITY