Luis Duluc Lopez
Charlotte,NC
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Proven track record of leveraging SQL, and reporting tools to drive data-informed decision-making. Highly skilled in stakeholder collaboration, technical troubleshooting, and improving operational efficiency.
Overview
16
16
years of professional experience
Work History
Technical Support Specialist II
SkyBitz Petroleum Logistics
Fort Mill, SC
02.2017 - Current
- Deliver world-class technical support for hardware devices, web portals, and mobile applications, consistently maintaining high customer satisfaction across complex support cases.
- Serve as a Subject Matter Expert (SME) for advanced technical issues, acting as the escalation point for Tier I and Tier II teams when problems require deep product and system knowledge.
- Diagnose and resolve complex technical issues, including system-level failures, connectivity problems, and application defects, using advanced troubleshooting and root cause analysis techniques.
- Utilize Salesforce and Jira to track, analyze, and document incidents, ensuring accurate case management and knowledge sharing.
- Collaborate cross-functionally with engineering and product teams to identify bugs, validate fixes, and drive long-term solutions for recurring issues.
- Lead escalation management efforts, providing timely updates to customers and ensuring resolution of long-standing or high-impact issues.
- Mentor and train Tier I and offshore support staff, improving troubleshooting efficiency, technical knowledge, and adherence to best practices.
- Develop and maintain internal knowledge base documentation, reducing repeat incidents and enabling faster resolution across support tiers.
- Conduct formal training sessions for Tier I and offshore support personnel, enhancing team capability in handling advanced technical scenarios.
- Identify trends and recurring issues, implementing preventative measures that reduce incident volume and improve product stability.
- Support system configuration and troubleshooting across devices, servers, and network-related components in coordination with IT teams.
- Consistently meet or exceed Technical Support Specialist scorecard metrics, including SLA compliance, resolution time, and customer satisfaction scores.
- Demonstrate strong analytical, critical thinking, and communication skills, effectively translating complex technical concepts into clear customer-facing solutions.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked effectively in fast-paced environments.
IT Service Desk Analyst
Dimension Data
Fort Mill, SC
06.2015 - 01.2017
- Applied SCCM for software deployment and patch management across user environments.
- Queried SQL databases to monitor system update compliance and generate actionable reports.
- Managed user accounts and permissions in Active Directory; administered mailbox configurations via Microsoft Exchange.
- Delivered Level 1 and 2 technical support, isolating and resolving hardware/software/network issues.
Technical Service Agent
Best Buy Geek Squad
Charlotte, NC
07.2014 - 06.2015
- Delivered front-line support for PC, mobile, and networking issues, including software installation, device diagnostics, and connectivity troubleshooting.
- Advised customers on system upgrades and best practices for hardware/software configurations.
- Documented and processed service requests using multiple communication channels.
Systems Deployment Specialist
XTREAMSERVICE LLC
Charlotte, NC
06.2010 - 07.2014
- Provided technical support for data migration, infrastructure refreshes, and storage consolidation projects.
- Supported multi-vendor systems maintenance, network management, and infrastructure monitoring.
- Assisted in call support escalation and documentation for system changes and incident reports.
Education
Bachelor of Science - Finance
Southern New Hampshire University
Manchester, NH02.2022
Skills
- Data Analysis & Reporting (SQL, SSRS)
- Data Governance & Quality Control
- Process Improvement & Automation
- Systems Implementation & Integration
- Stakeholder Communication & Project Support
- Microsoft SQL Server
- Microsoft Office
- Active Directory, SCCM, Microsoft Exchange
- Jira
- Salesforce
Professional Development
- Microsoft SQL Bootcamp
- Python for Data Analysis (Self-Study/Bootcamp)
Languages
Spanish
Native or Bilingual
Timeline
Technical Support Specialist II
SkyBitz Petroleum Logistics
02.2017 - Current
IT Service Desk Analyst
Dimension Data
06.2015 - 01.2017
Technical Service Agent
Best Buy Geek Squad
07.2014 - 06.2015
Systems Deployment Specialist
XTREAMSERVICE LLC
06.2010 - 07.2014
Bachelor of Science - Finance
Southern New Hampshire University