Jess Estibeiro
Gaithersburg,MD
Summary
Consistently maximize satisfaction by offering every customer industry-leading service and support. Adaptable and responsive team player with unwavering dedication to retaining customers, boosting revenue and resolving conflicts.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Service Consultant II
Motionsoft(Daxko Subsidary)
06.2021 - Current
- Acted as an escalation point for challenging cases, demonstrating advanced troubleshooting skills while adhering to company policies.
- Answering and closing support tickets in Salesforce Lighting.
- Creating custom reports in Salesforce Lightning.
- Interviewing potential support candidates.
- Creating enhancement and bug tickets in JIRA.
- Running prebuilt TSQL scripts and queries in Microsoft Server.
- Creating company wide SOPs and knowledgebase articles.
- Troubleshooting API via Swagger.io
- Calculating NPS scores for teammates.
- Mass data updates using in house API utilities.
- Managing enterprise level accounts & customers.
Technical Support Engineer Tier-1
Motionsoft
05.2019 - 06.2021
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns related to custom software.
- Configured and deployed PC workstations for clients.
- Created custom reporting for clients using LOGI.
- Ran prebuilt Powershell scripts to update data for over 300k members during pandemic closures.
- Setup and troubleshooted cash registers,printers and door scanners.
- Trained and managed offshore support team.
- Escalated data and code issues to Tier2 support & Development teams.
- Utilized NetSuite to answer and close support tickets.
Education
Bachelor of Science - Computer Science
Mount St Mary's University
Emmitsburg, MD05.2018
High School Diploma -
Gaithersburg High School
Gaithersburg, MD06.2014
Skills
Custom report building
Training and mentoring
Remote technical support
Hardware troubleshooting & installation
Intro level HTML & CSS Coding
Intro level T-SQL querying
SOP Writing
Website Troubleshooting
Certification
- Google IT Support Professional Certificate - Ongoing
Timeline
Senior Customer Service Consultant II
Motionsoft(Daxko Subsidary)
06.2021 - Current
Technical Support Engineer Tier-1
Motionsoft
05.2019 - 06.2021
Bachelor of Science - Computer Science
Mount St Mary's University
High School Diploma -
Gaithersburg High School