Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Uziel Acuña

Technical Support Professional - Storage - Open Tape & Enterprise Tape Systems
Guadalajara

Summary

I enjoy helping, creating and improve myself whenever I can, I am very curious and I don't mind asking questions.

Overview

5
5
years of professional experience
25
25
Certifications
3
3
Languages

Work History

Technical Support Professional - Storage - Tape

IBM
06.2022 - Current
  • Increased customer retention by delivering exceptional service and timely resolution of issues.
  • Researched product and issue resolution tactics to address customer concerns.
  • Managed high-volume ticket queues efficiently, prioritizing urgent cases while maintaining a strong focus on quality service delivery.
  • Responded to customer inquiries and provided technical assistance over phone and in Webex meetings.
  • Collaborated with cross-functional teams to identify and resolve complex technical challenges.
  • Continuously improved personal technical expertise by attending relevant training sessions, workshops, and conferences.

Customer Service Representative

IBM
07.2021 - 06.2022
  • I provided customer service and help Field Engineers by ensuring the cases are assigned to them and the parts needed are ordered.

Call Handle Agent

Teleperformance
10.2020 - 05.2021
  • Provided service for ATT prepaid, focused on the American market, resolving any possible complication with the ATT service, giving technical and administrative support as well orientation in the use of its services
  • FLOOR SUPPORT Agent support on the floor with questions about the product or how to handle the call
  • MENTOR Trainer support and also provided training to the new agents.

Sales

Own Business
03.2019 - 10.2020
  • Coordination of product layout, purchase and sell of products.

Education

Bachelor of Science - System Engineering

UNIVA
Guadalajara, Jalisco, Mexico
05.2001 -

Skills

Microsoft office

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Accomplishments

  • Participated in the creation of the IBM Tape Chat Bot using Watson assistant.
  • Constantly assisting and helpping my colleagues in any technical or decision question.
  • Participated in the creation and improvement of processes and tools.
  • Maintaining key metrics on top and even exceeding the expectations.

Certification

Python for Data Science

Timeline

SEED Alpha Academy Graduate

06-2023

Deep Learning Essentials

04-2023

SEED Technical Support Explorer - Open Tape

03-2023

SEED TLS Global Control Centers Explorer

11-2022

LEADS/DNSO Education for Remote Technical Support - SEED Explorer

08-2022

Data Visualization Using Python

08-2022

Data Analysis Using Python

08-2022

Applied Data Science with Python - Level 2

08-2022

Enterprise Design Thinking Co-Creator

07-2022

Data Visualization with R

07-2022

Technical Support Professional - Storage - Tape

IBM
06.2022 - Current

Interskill - AIX Systems Administrator - Fundamentals

06-2022

IBM Quantum Conversations

06-2022

IBM Growth Behaviors

06-2022

Data Science for Business - Level 1

06-2022

Data Science Tools

06-2022

Data Science Methodologies

06-2022

Data Science Foundations - Level 2 (V2)

06-2022

Data Science Foundations - Level 1

06-2022

Enterprise Design Thinking Practitioner

04-2022

Power Skills - Resilience, Growth Minded, Learning Agility, Time Management

02-2022

Mental Health Ally

02-2022

IBM Virtual Collaborator

02-2022

Watson Discovery Service Foundations

11-2021

Machine Learning with Python - Level 1

11-2021

Python for Data Science

10-2021

Customer Service Representative

IBM
07.2021 - 06.2022

Call Handle Agent

Teleperformance
10.2020 - 05.2021

Sales

Own Business
03.2019 - 10.2020

Bachelor of Science - System Engineering

UNIVA
05.2001 -

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Uziel AcuñaTechnical Support Professional - Storage - Open Tape & Enterprise Tape Systems