Summary
Overview
Work History
Education
Skills
Timeline
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Juan Pablo Rodriguez Cortes

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

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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

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Juan Pablo Rodriguez CortesSupport Engineer