Juan Pablo Rodriguez Cortes
Support Engineer
Carola, Mexico City
Summary
Insightful Application Support Engineer offering over 5 years of customer support and application troubleshooting. Highly skilled in root cause analysis and quality control with a passion for driving company's mission and values.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
3
3
Languages
Work History
Support Engineer
Microsoft Mexico S. de R.L. de C.V
03.2020 - Current
- Deliver high quality service to Microsoft Enterprise customers by solving complex technical problems and helping to proactively prevent new issues
- In continuous active communication with Development, Product Managers, TAM/SAM to meet SLA metrics in a timely manner
- Provides support to ERP AX/Dynamics 365
- Module in charge: Supply Chain Management
- Incident management based on contract priorities, bug creation by recreating scenarios on faulty and unexpected behaviors and error messages
- Troubleshooting, researching and in-depth analysis for possible root cause
- Escalation and collaboration tasks with other engineering teams.
Product Support Analyst
Infor Mexico Softwares S.A. de C.V
08.2018 - 03.2020
- Resolves clients' questions or problems over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup
- Responsible for being the liaison with Development and other departments to ensure proper handling of customer issues
- Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc
- Develops Knowledge Base content and provides review of others content.
Product Support Analyst, Associate
Infor Mexico Softwares S.A. de C.V
07.2016 - 07.2018
- Provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet
- Serves as primary support liaison between company and customer
- Conveys customer feedback to product development staff
- Possesses working knowledge of operating environments and basic knowledge of product functionality.
Sr. Customer Service Assistant
Honeywell México
05.2014 - 07.2016
- Order management: In charge of handling sales orders by supplying goods based on customers’ demand working along with Sales reps, Freight forwarders, Customs Offices, Warehouses, Product managers, Planners and Credit Analysts
- Invoicing, Credit/Debit notes, RMAs, Issues of Free Deliveries/Samples, Shipping Discrepancies and Warranties
- Prompt response to customers, zero escalation reinforcement, ran weekly backlog reports fulfilling most customers’ deliveries in a timely manner.
SAP Consultant (FICO)
Grupo ASSA
06.2013 - 10.2013
- In charge of providing corrective support to SAP end users within the Finance and Controlling modules (GL, AP, AR, Bank accounts, Taxes and Cost Centers)
L2 Support Engineer
Wipro Technologies, S.A. de C.V
02.2013 - 04.2013
- Responsible for assisting Professional and Premium users in resolving incidents related to MS Exchange platforms (2003, 2007 & 2010)
- Provided insight into Windows Server 2008 R2
Service Desk Associate
Compucom
07.2009 - 01.2013
- Single Point of Contact: In charge of providing end users with technical assistance by handling recurring issues with regard to browsing issues, Operating Systems post-migration issues from Windows XP to Windows 7, supporting MS Office 2003, 2007 and 2010 incidents (break/fix and how-to’s)
- Driver installation, assistance in Hardware
- VPN configuration assistance, support on Windows, handheld devices such as Blackberry
- Achievements: Time of call reduction, strong adherence to the company’s alignments, quick response to end users, HDI certification.
Customer Service Representative
Teletech
11.2008 - 07.2009
- Entitled to provide Technical assistance in Cable, Telephony and Internet services to customers as well as deep explanation on invoicing breakdown.
Technical Support Agent
Telvista
06.2006 - 05.2007
- Technical support on ADSL connection problems, providing assistance on Internet connectivity issues
- Time of call reduction, Tier 2 support for newly hired staff, member of callback team.
Customer Service Representative
Atento
01.2005 - 01.2006
- In charge of making flight reservations for US Airways.
Education
HDI Certification ITIL Licensed Affiliate -
ITIL Licensed Affiliate
01.2013 - 01.2013
Bachelor’s Degree - Computer Systems Engineering
Latin American Technological University
Online 01.2018 - 01.2019
Licenses and Certifications -
Cloud Academy
Online 12.2019 - 01.2020
Skills
Technical knowledge
Programming languagesC, C#, Javascript, SQLERPs: Infor software LN, SAP and Microsoft Dynamics AX/365Operating Systems: Windows Server, Windows 10, Mac OS, iOS, Android, LinuxDatabases: SQL Server (Read/Write basic scripts)Development tools: Microsoft Visual Studio, NotepadBrowsers: Google Chrome, Internet Explorer, Mozilla Firefox, Microsoft Edge, SafariSkills: Customer Service, Technical support, Information Technology, Microsoft Office Suite, Installation, Troubleshooting, Testing, Hardware devices, ERPs, CRM, Networking, Social MediaQuality assurance
Computer Systems engineering experience
Timeline
Support Engineer
Microsoft Mexico S. de R.L. de C.V
03.2020 - Current
Licenses and Certifications -
Cloud Academy
12.2019 - 01.2020
Product Support Analyst
Infor Mexico Softwares S.A. de C.V
08.2018 - 03.2020
Bachelor’s Degree - Computer Systems Engineering
Latin American Technological University
01.2018 - 01.2019
Product Support Analyst, Associate
Infor Mexico Softwares S.A. de C.V
07.2016 - 07.2018
Sr. Customer Service Assistant
Honeywell México
05.2014 - 07.2016
SAP Consultant (FICO)
Grupo ASSA
06.2013 - 10.2013
L2 Support Engineer
Wipro Technologies, S.A. de C.V
02.2013 - 04.2013
HDI Certification ITIL Licensed Affiliate -
ITIL Licensed Affiliate
01.2013 - 01.2013
Service Desk Associate
Compucom
07.2009 - 01.2013
Customer Service Representative
Teletech
11.2008 - 07.2009
Technical Support Agent
Telvista
06.2006 - 05.2007
Customer Service Representative
Atento
01.2005 - 01.2006