AS/400
Rodrigo Motte Andrade
Technical Support Representative T2
Mexico City,CMX
Summary
Skilled Technologist with experience configuring computers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Dedicated WU 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.
Always working with my team to find a solution as soon as possible and helping them to fill tickets according to the required assistance in order to satisfy our front line agents and executives.
Provided personal support to several executives from the company setting them as high priority and find a solution to the problem they're facing.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Tier 2 Technical Support Representative
hispanic teleservices de Guadalajara - Western Union
Puebla, Puebla
02.2021 - Current
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Developed proactive tools to assist customers and internal support organization.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Analyzed code to assist support team in finding solutions and workarounds to problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Configured hardware, devices and software to set up work stations for employees.
Tier 1 Technical Support Representative
Hispanic teleservices de Guadalajara - Western Union
Puebla, Puebla
08.2019 - 08.2020
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Resolved problems, improved operations and provided exceptional service.
Education
High School Diploma -
08.2016 - 07.2019
Bachelor of Science - Automotive Systems Engineering
01.2021 - Current
Skills
Technical issues analysis
Desktop support
Application support
Technical documents comprehension
Customer service expert
Collaboration
Written Communication
Flexible and Adaptable
Critical Thinking
Problem-Solving
Excellent Communication
Software
Salesforce
ServiceNow
Okta
Microsoft Office Apps
Solidworks
Certification
Preliminary English Test
Timeline
Tier 2 Technical Support Representative - hispanic teleservices de Guadalajara - Western Union
02.2021 - Current
Benemérita Universidad Autónoma De Puebla - Bachelor of Science, Automotive Systems Engineering
01.2021 - Current
Tier 1 Technical Support Representative - Hispanic teleservices de Guadalajara - Western Union
08.2019 - 08.2020
First Certificate in English
05-2019
Colegio Inter Canadiense De Puebla AC - High School Diploma,
08.2016 - 07.2019
Preliminary English Test
06-2013