Sergi Gimenez Cervello
Senior Support Engineer
1055 Hoa Street, Honolulu,HI
Summary
Experienced Senior Support Engineer familiar with user support and root cause analysis. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Advanced knowledge of support operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Support Engineer
Elastic
10.2019 - Current
- Ensured customer issues are attended and resolved within contractual SLA.
- Worked to continuously improve processes and make more efficient tools to increase customer satisfaction and reduce friction in the team.
- Worked with development teams to both provide resolutions to our customer issues and help improve our products and documentation.
- Worked across multi-cultural and geographically distributed teams.
Electrical Engineer
Antycip Technologies
03.2012 - 12.2018
- Helped grow the company from two to seven employees in two years, opened first physical office and reached target every year, reached 100% customer retention and doubled portfolio to more than 60 customers.
- Field Engineer. Customer support, system installations, application development and startup, systems maintenance and calibration, repair interventions, customer training, pre-sales demonstrations, etc.
- Service Manager. Managed the service department leading 6 engineers, followed long term and complex projects, managed high profile projects and big accounts. Introduced new tools for team coordination, task management, efficiency improvement and marketing development.
- Project Manager. Conferred with customers and engineers to assess equipment needs and to determine system requirements. Planed and modified products to meet customer needs. Secured and renewed orders and arranged deliveries.
Education
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Bs in Electronics Engineering, Polytechnic University of Catalonia, Spain
09.2007 - 07.2011
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Bs Final Thesis, Warsaw University of Technology, Poland
02.2011 - 06.2011
HNC in Electrical And Electronic Technology, Wrexham University, UK
07.2009 - 07.2010
Skills
Organizational: Seeking effectiveness, prioritizing tasks to achieve challenging results
Timeline
Support Engineer
Elastic
10.2019 - Current
Electrical Engineer
Antycip Technologies
03.2012 - 12.2018
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Bs Final Thesis, Warsaw University of Technology, Poland
02.2011 - 06.2011
HNC in Electrical And Electronic Technology, Wrexham University, UK
07.2009 - 07.2010
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Bs in Electronics Engineering, Polytechnic University of Catalonia, Spain
09.2007 - 07.2011