Summary
Overview
Work History
Education
Skills
Timeline
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Jorge Canda

Laguna Hills,CA

Summary

Hardworking technical support manager with years of experience in technical support, dedicated to customer satisfaction. Motivating leader who effectively manages teams of up to 5. Proactive communication and resourceful approach to problem solving successfully. Organized and dependable, able to manage multiple priorities with a positive attitude.

Overview

16
16
years of professional experience

Work History

Technical Support Manager

Aures Technologies, Inc. (USA)
05.2007 - 07.2023
  • Was in charge of handling technical support for the company's North American customer base.
  • Developed and implemented training initiatives for new hires in the technical support department.
  • Developed troubleshooting guides to help support reps.
  • Managed the RMA service department. Helped technicians with issues they can't resolve. Created and managed a weekly work schedule for technicians in order to prioritize repairs.
  • Communicated regularly with customers on major updates and/or fixes.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Managed the parts and refurbished hardware departments (sales, invoicing, and returns).

Education

Bachelor of Science - Business Information Systems

DeVry University
Irvine
11.2006

Skills

  • Customer Support
  • Managing Operations and Efficiency
  • Staff Training
  • Customer Communication
  • Customer Issue De-Escalation
  • Collaborate Cross-Functionally
  • Technical Proficiency
  • Production Work
  • Operational Standards
  • Administration and Reporting
  • Scheduling and Coordinating
  • Root Cause Support
  • Industrial Software
  • Technical Support Coordination

Timeline

Technical Support Manager

Aures Technologies, Inc. (USA)
05.2007 - 07.2023

Bachelor of Science - Business Information Systems

DeVry University

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Jorge Canda