Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Guillermo López Velasco

Guillermo López Velasco

Technical Support Engineer
Guadalajara

Summary

Experienced in technical support and service desk roles, I have expanded my knowledge to encompass systems and IT as a whole. This exploration led me to discover a true passion for software development, which I find endlessly exciting due to its boundless possibilities. Throughout my career, I have gained proficiency in various programming languages, database engines, integration systems, and multiple operating systems. With an unwavering enthusiasm for information technologies, eager to continue learning and further develop skills. Collaborative team player, takes joy in sharing knowledge and contributing to the growth of the team.

Overview

8
8
years of professional experience
6
6
years of post-secondary education
1
1
Language

Work History

Technical Support Engineer

Sumsub
09.2024 - Current
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

Customer Support Specialist T2

Bizzabo
01.2023 - 05.2024
  • Ensure that clients' existing websites adapt to their requirements, as well as ensure that they can interact with the system's APIs to handle their own integrations
  • In my day to day, I mostly make use of CSS and JavaScript to modify the customer's websites to their needs and requirements
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.

Valet Mecánico

MiBici Publica - BKT
02.2020 - 10.2020
  • Encargado de balancear las estaciones para los usuarios, y realizar reparaciones rápidas a las bicicletas en el lugar.

Service Desk Analyst

HCL
07.2017 - 06.2018
  • Provided first-hand support to different types of employees of USAA, mainly for issues with different systems and applications, as well as for some hardware devices
  • Worked with old legacy unix database systems and web applications
  • Engaged in user support interactions via telephone, chat and email platforms.

Education

6 Semester - Software Engineering

Universidad Enrique Díaz De León
Guadalajara, Jalisco, Mexico
03.2019 - Current

Skills

Javascript

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Timeline

Technical Support Engineer

Sumsub
09.2024 - Current

Customer Support Specialist T2

Bizzabo
01.2023 - 05.2024

Valet Mecánico

MiBici Publica - BKT
02.2020 - 10.2020

6 Semester - Software Engineering

Universidad Enrique Díaz De León
03.2019 - Current

Service Desk Analyst

HCL
07.2017 - 06.2018

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Guillermo López VelascoTechnical Support Engineer