Networking
Rodolfo Bresneider
IT
Barranquilla,Atlantico
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Proven skill in resolving problems quickly on first call.
Detail-oriented licensing with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Enthusiastic Technical Support Representative specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues.
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Support Engineer
SITEL Group - Sykes Legacy GLO
Barranquilla, Atlantico
02.2021 - Current
- Performed root cause analysis and general troubleshooting.
- Monitored systems in operation and quickly troubleshot errors.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
- Offered troubleshooting of issues across Team Mates
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Submitted service tickets for equipment maintenance requests.
- Promoted efficiency among departments with prompt resolution of system issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Customer Support Engineer IT
PCMart Colombia
Barranquilla, Atlantico
12.2014 - 12.2019
- Used remote diagnostic tools to identify sources of certain customer issues.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Answered incoming support inquiries via chat, phone and email.
- Explained complex technology-related issues in understandable terms to customers.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Helped streamline repair processes and update procedures for support action consistency.
Education
High School Diploma -
Liceo Campestre Bilingüe
Puerto Colombia, Atlantico 01.1995 - 11.2003
No Degree - Avionics Technology
SENA
Soledad, AtlanticoSkills
Application installations
undefinedInterests
Timeline
Support Engineer
SITEL Group - Sykes Legacy GLO
02.2021 - Current
Customer Support Engineer IT
PCMart Colombia
12.2014 - 12.2019
High School Diploma -
Liceo Campestre Bilingüe
01.1995 - 11.2003
No Degree - Avionics Technology
SENA
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