Brayan Eduardo Sánchez Velázquez

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat or videocall for customer’s end users Classify Service Calls according to the specified options, creating a ticket to assist the user.
• Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.
• Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution.
• Proficiency in using and managing tools such as ServiceNow, Active directory, Azure, AWS, Vsphere, screenconect.

• Handled customer inquiries and suggestions courteously and professionally.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• I was in charge of providing support to customers, my current project it was B2B sales experience using SAP, in addition to providing them help with the information they need about their statements.

Intern in the FT area. (Functional Test).
I ran support project tests with ECUs based on the requirements, in addition to using DC sources, Test boxes, multimeters, oscilloscope, CAN-Lin communication. In addition to helping with the inventory issue in Functional Test department.

Completion of professional Internship, participation and completion of the Emerson
One Building project and software update Maintenance and MRO warehouse.
In which I participate in the entire software migration process.

• Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
• Filed paperwork, sorted, and delivered mail and maintained office organization.
• Personnel recruitment, I was in charge of interviewing people to become part of the Yazaki production team.

I was working in the administrative area.

Helping secretaries with payroll, invoices, selling uniforms and customer service.