Alex Eduardo Dajio Garcia

• Coordinate the Network team shard for Infosys in a project for Google
• Create BUGs and external consults to 3th party Vendors
• Analyzing, gathering information and resolving high priority cases
• Mentored junior engineers in advanced concepts, fostering professional development within the team.
• Conducted thorough audits of system architecture, identifying areas for improvement and implementing corrective actions.
• Provided expert guidance on best practices in systems engineering, improving team performance and product quality.
• Worked with stakeholders to determine implementation and integration of system-oriented projects.
• I monitor new cases to ensure that the First Meaningful Response is delivered on time so that our SLO and SLA are achieved to 100%
• In the current position I worked and resolved Networking product cases for Google Cloud Platform
• Including initial networking set up, already deployed modification, optimizations to existing deployments.
• Performed root cause analysis to provide resolutions for production issues.

Responsibilities:
Provide First-Line Technical Support: Diagnose and resolve a wide range of computer-related issues for a diverse international customer base, fostering a positive user experience.
Multi-Channel Communication: Effectively handle customer inquiries via phone, email, and chat, ensuring clear and concise communication across geographical and cultural boundaries.
Incident Management: Utilize a robust ticketing system to categorize and manage customer issues, ensuring timely resolution and adherence to established SLAs.
Process Improvement: Participate in ongoing performance monitoring through ticket and call audits, contributing to the continuous improvement of service quality through proper documentation best practices.

Qualifications:
6 years of experience troubleshooting and resolving computer hardware and software issues.
Excellent communication and interpersonal skills, with the ability to provide clear technical explanations to a global audience.
Proven customer service orientation, focused on exceeding customer expectations with a positive and professional demeanor.
Strong analytical and problem-solving skills.
Proficiency in a ticketing system.
Fluency in English.

• Certificate in SoHo networks, thermal printer specialist, Tenda routers products specialist, lenovo products specialist