Juan Calderon
Support Engineer
Valencia,Valencia
Summary
Support engineer used to handle high complexity technical scenarios and the resources needed to fix those. A troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and a methodical approach. Familiar with the business model for Support Engineering including interaction with backend groups like Infrastructures, Professional services, etc.
Overview
2
2
Languages
8
8
years of post-secondary education
7
7
years of professional experience
Work History
Support Engineer
ESW Capital LLC
Austin, TX
10.2018 - Current
- Collaborated with outside departments to implement system-wide improvements.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Team Leader
The Office Gurus
Antiguo Cuscatlan, Nueva San Salvador
01.2014 - 11.2017
- Mentored and guided employees to foster proper completion of assigned duties.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
Quality Team Leader
Transactel El Salvador
Santa Elena, Antiguo Cuscatlan
04.2009 - 05.2010
- Improved quality processes for increased efficiency and effectiveness.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Collaborated with contract representatives and oversaw quality control implementations and reporting.
Education
No Degree - Accounting And Business Management
01.2008 - 12.2010
No Degree - Industrial Engineering
01.2006 - 12.2010
Skills
Technical Writing
Quality assurance
Technical Support
Technical issues analysis
Customer service expert
Timeline
Support Engineer - ESW Capital LLC
10.2018 - Current
Team Leader - The Office Gurus
01.2014 - 11.2017
Quality Team Leader - Transactel El Salvador
04.2009 - 05.2010
Universidad De El Salvador - No Degree, Accounting And Business Management
01.2008 - 12.2010
Universidad Jose Simeon Cañas - No Degree, Industrial Engineering
01.2006 - 12.2010