Guido - Support Technician with 5 years of IT and customer service experience

San José, San José, Costa RicaRemoteen

Diagnosed and resolved a wide range of software and hardware issues, enhancing technical support quality.

Managed system configurations, user permissions, and maintained databases in a multi-platform environment.

Published on CazVidVideo interview availableOpen to remote

Summary

Experienced Technical Support Engineer and Customer Service Associate with a strong background in IT systems, customer relations, and technical troubleshooting.

Video Resume

Key Achievements

Handled diverse customer inquiries across different roles, improving service delivery and operational efficiency.

Skills

Technical SupportAvanzado

Provided technical assistance with software, hardware, and systems including Windows Server, SAP Business One, and CCTV.

Customer ServiceExperto

Addressed customer inquiries, resolved issues, and managed complex cases to meet performance targets at Amazon.

Database ManagementIntermedio

Created and maintained database items in SQL Server and managed user permissions in Active Directory.

Tools & PlatformsAvanzado

Proficient in Splunk Enterprise, Salesforce, JIRA, and virtual environments using Oracle VM VirtualBox.

Networking & Systems

Experience

Support Technician (Software &amp; Hardware)

Perfumes y Esencias Fraiche de Costa Rica S.A.

Jan 2018 - Jun 2021

Diagnosed and resolved software/hardware issues, providing tailored solutions to customer needs., Installed, configured, and maintained computers, Windows Server systems, and required software for employees and new store openings., Managed users and permissions in Microsoft Active Directory;...

Customer Service Associate (CSNA)

Amazon

May 2022 - Jun 2023

Served as the main contact for North American customers, addressing inquiries and resolving issues., Delivered tailored solutions and handled complex cases, meeting and exceeding quality and performance targets., Identified and reported systemic issues impacting operational efficiency.

Technical Support Engineer (TSE)

Splunk

Apr 2024 - Apr 2025

Handled customer cases via Salesforce and coordinated escalations in JIRA., Investigated and resolved Splunk issues including ingestion failures, authentication problems, feature errors, and parsing issues., Led troubleshooting sessions for standalone and clustered environments, ensuring timely...