Summary
Overview
Work History
Education
Skills
Software
Timeline
CustomerServiceRepresentative
JUAN ANTONIO LLANOS

JUAN ANTONIO LLANOS

CLIENT SUPPORT ENGINEER
MEXICO

Summary

Qualified Technical Support Specialist with more than 15 years of experience in customer service and providing comprehensive helpdesk support for different products and services. Adept at communication and engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail, and a methodical approach. Advanced Salesforce Ticketing and Database user. Boost system performance by thoroughly evaluating and correcting different hardware and software issues. Skilled Tech is proficient in supporting hardware and software issues for different computer systems. Specializing in troubleshooting network and company software products.

Overview

16
16
years of professional experience
7
7
years of post-secondary education

Work History

Technical Support Specialist

Livevox Inc.
01.2019 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across different time zones.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
  • Configured hardware, devices and software to set up work stations for employees.
  • Fielded average of hundred inbound phone calls to deliver effective support and remotely resolve service issues.
  • Submitted service tickets for equipment maintenance requests.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Monitored systems in operation and input commands to troubleshoot areas such as Salesforce and Config Manager.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Recorded and maintained relevant notes for each client and work order.
  • Engaged end users and answered questions via email, phone, website live chat and in forums.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Received +1000 inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.

Applications Engineer

NEC
01.2011 - 12.2019
  • Handled and resolved different issues reported through the ticketing system (TMS, GTS, Jira, etc.).
  • Client facing to discuss issues in progress, upgrades, and coordinate the team to proactive assistance.
  • Daily reports associated with ticket progress, system performance, and charts.
  • Live assistance in critical issues.
  • L2 Support.
  • Training new employees.
  • Order Processing specialist.
  • Reports associated to Order Processing, backlog monitoring and System Performance.
  • Weekend Coverage.
  • Backlog monitoring and coordination with L3 and customer.
  • Discovery & Reconciliation Specialist.
  • DB monitoring.
  • Integrations Monitoring/Reporting.
  • System Performance Monitoring/Reporting.

Call Center Supervisor

Ericcson
02.2009 - 10.2010
  • Trained more than 100 team members on performance metrics and consumer behavior identification.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Created team rotations to ensure center was manned effectively during peak hours.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Managed personnel, including scheduling for agents and product specialists to foster increased productivity.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Managed CRM database, including troubleshooting, maintenance, updates and report generation.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.

Education

Bachelor of Arts - Architecture

Universidad Del Valle De México
01.1999 - 01.2004

Technical System Engineering - undefined

Universidad UTEL
05.2006 - 09.2008

Skills

Application installations

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Software

Very Good, Very Good, Very Good

Timeline

Technical Support Specialist

Livevox Inc.
01.2019 - Current

Applications Engineer

NEC
01.2011 - 12.2019

Call Center Supervisor

Ericcson
02.2009 - 10.2010

Technical System Engineering - undefined

Universidad UTEL
05.2006 - 09.2008

Bachelor of Arts - Architecture

Universidad Del Valle De México
01.1999 - 01.2004

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JUAN ANTONIO LLANOSCLIENT SUPPORT ENGINEER