Jorge Angulo
Tijuana, Baja California,BCN
Summary
Dynamic and results-driven professional with extensive experience in technical support, customer development, and training. Adept at managing complex projects, streamlining processes, and driving organizational efficiency. A proven track record of achieving KPIs and building strong cross-functional relationships.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Engineer Level 2 Specialist
HP-Poly
01.2021 - Current
- Collaborated with project managers to identify, develop, and implement programs aimed at enhancing organizational processes and efficiency.
- Facilitated integrations with cross-functional teams, including logistics, to streamline the RMA process and ensure timely follow-ups tailored to customer needs.
- Provided Level 2 support to diverse client groups, ensuring SLA adherence and high resolution rates
- Conducted diagnostic sessions with Level 3 engineers, contributing to product quality improvements
- Designed and implemented training modules for Level 1 support, improving team performance
Customer Development - Metal Sourcing Specialist
Ryerson - Steel Now
01.2021 - 12.2021
- Specialized in ASTM standards and certifications across various metal industries
- Maintained a robust supply chain by engaging with mills, distributors, and buyers
- Managed sales and purchase operations to exceed KPIs and boost revenue
- Reinvigorated dormant accounts, fostering growth in customer relationships
Technical Support - Poly/ObiTalk Level 1 Support
Poly
01.2019 - 12.2020
- Delivered technical assistance for voice, video, and network systems across multiple regions
- Achieved high customer satisfaction through professional support via calls, emails, and chats
- Utilized CRM tools like Siebel and Salesforce for efficient operations
- Enhanced system reliability by supporting end-users with PDMS-SP for OBI systems
HR – Training and Development
Telvista Contact Center
01.2014 - 12.2019
- Coordinated training programs for over 300 employees, achieving 100% compliance with training requirements
- Developed onboarding programs and traveled to various sites for implementation
- Conducted training sessions focusing on career development and customer service
Education
Master of Business Administration (MBA) - Digital Project Management
UNIR
01-2026
Bachelor of Business Administration -
UNID
01.2023
Certification - EC0217 CONOCER
COPARMEX
01.2017
Skills
- Technical support
- Problem-solving
- Customer support
- Teamwork and collaboration
- Customer relationship management
- Project management
- Employee training
- Process improvement
Certification
- Salesforce
- CDAX
- AS400
- ServiceNow
- Google Meet
- Zoom
- Microsoft Teams
- Wireshark
- ZTP
- Microsoft Office Suite
Professionalreferences
- Alejandro Castillo, Supervisor, HP-Poly Mx, Tijuana, B.C., Mexico, +52 664 368 3599, Alejandro.castillo@hp.com
- Martin Arciniega, Supervisor, Ryerson Metals, Tijuana, B.C., Mexico, +52 664 280 0785, martin.arciniega@ryerson.com
Timeline
Technical Support Engineer Level 2 Specialist
HP-Poly
01.2021 - Current
Customer Development - Metal Sourcing Specialist
Ryerson - Steel Now
01.2021 - 12.2021
Technical Support - Poly/ObiTalk Level 1 Support
Poly
01.2019 - 12.2020
HR – Training and Development
Telvista Contact Center
01.2014 - 12.2019
Bachelor of Business Administration -
UNID
Certification - EC0217 CONOCER
COPARMEX
- Salesforce
- CDAX
- AS400
- ServiceNow
- Google Meet
- Zoom
- Microsoft Teams
- Wireshark
- ZTP
- Microsoft Office Suite
Master of Business Administration (MBA) - Digital Project Management
UNIR
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