Luis Felipe Guerrero Sierra
Barranquilla
Summary
Dynamic Technical Support Engineer with a strong background in delivering exceptional customer service and technical assistance. Expertise in swiftly analyzing complex problems and implementing effective solutions to ensure high levels of customer satisfaction. Eager to leverage skills in a fast-paced, collaborative environment that prioritizes continuous improvement and innovation in technology support processes. Committed to enhancing operational efficiency and fostering positive relationships with clients through proactive problem-solving and support strategies.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Foundever
- Provide assistance to customers on open cases for support of the products and services offered by the company.
- Gather as much information as possible to determine the level of impact on the customer's business and how it is affecting their company
- Develop actions plans to address any problem with the products or services and provide steps to implement them either by mail or by virtual meeting
- Provide the customer with additional information about the possible cause of the problem and develop action plans offering suggestions to the customer to prevent the problem from recurring.
- Monitor and confirm that the customer is satisfied with the solution provided.
- Handling escalations in case the customer is not satisfied with any aspect of the service provided, where we seek to de-escalate the situation and provide immediate solutions to the customer using all necessary resources.
Technical Support Engineer Tier 3 – DCSW (Data Center SW)
Foundever
06.2022 - Current
- Provide support on recommended version selection of devices to mitigate bugs, vulnerabilities or expand support to new features offered by the company.
- Assist the customer with problems arising from misconfiguration, provide guidelines to correct them and assist with remote assistance if needed to review the information provided
- Organize virtual meetings to provide clearer information in case of any doubt and to perform more efficient troubleshooting with the customer.
- Receive escalated cases from the team when the customer is not satisfied with the service provided.
Technical Support Engineer Tier 2 – Server virtualization Team
Foundever
10.2020 - 05.2022
- Provide technical support to CISCO servers
- Selection and application of upgrades based on customer need
- Providing information to customers regarding configurations and guiding them for optimal application
Tier 1 Technical Support Engineer - HARDWARE ENG
Foundever
03.2019 - 10.2020
- Provide personalized customer service
- Diagnose through troubleshooting potential hardware failures
- Create and monitor orders for replacement of defective parts
- Update and keep customers informed about the status of cases and orders.
Bilingual Call Center Agent
Bilateral
08.2016 - 03.2019
- Provided excellent customer service over phone
- Provide customer service with quality standards.
- Respond to customer inquiries and questions efficiently.
- Determine problems in inquiries and propose successful solutions for improvements.
Education
TECNOLOGO EN CONTABILIDAD -
SENA
Barranquilla04-2008
Skills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Customer service
Certification
CCNP
Cisco Professional Certifications
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Technical Support Engineer Tier 3 – DCSW (Data Center SW)
Foundever
06.2022 - Current
Technical Support Engineer Tier 2 – Server virtualization Team
Foundever
10.2020 - 05.2022
Tier 1 Technical Support Engineer - HARDWARE ENG
Foundever
03.2019 - 10.2020
Bilingual Call Center Agent
Bilateral
08.2016 - 03.2019
Technical Support Engineer
Foundever
TECNOLOGO EN CONTABILIDAD -
SENA