Daniel Cabrera
Windsor
Summary
With nine years of experience as a Technical Support Specialist with a proven track record in providing comprehensive B2B client support for software solutions mainly SaaS, I have demonstrated proficiency in issue resolution, resource utilization, and cross-functional collaboration.
Adaptability and Rapid Learning: Exceptional ability to adapt to new environments, technologies, and challenges, coupled with a strong aptitude for rapid learning, ensuring quick integration into dynamic work settings.
Overview
9
9
years of professional experience
Work History
Technical Support Specialist L3
Rockwell Automation
05.2022 - Current
- Solve issues for clients when using the software, resulting in a 100% customer satisfaction rate.
- Create reports on a SQL-based GUI design. Creation of analytics reports using Google Looker.
- Resolution of issues with APIs, SQL queries into the Database, and log investigation for software development team root cause analysis.
- Managed Single Sign-On (SSO) integrations for clients transitioning to SSO authentication, ensuring seamless integration with our system and enhanced security protocols.
Client Support Specialist
Concentrix
01.2022 - 04.2022
- Delivered thorough customer support, analyzed needs, resolved issues, documented interactions, and collaborated across teams to ensure excellent service
Senior Client Support Specialist
Anthology / Blackboard
08.2019 - 01.2022
- Solved and redirected urgent issues such as sites offline/outages and/or major environment issues by coordinating different parties involved such as networking/database/web tech teams.
- Read logs and replicated issues in instances to document and find the root cause of bugs/issues related to SaaS to either resolve by following guidelines or escalate to Tier 2
- Generated SQL queries (utilizing both Postgres and Oracle SQL Developer) in response to client requests, facilitating database modifications and fulfilling reporting requirements.
Team Manager
Sutherland Global Service
01.2019 - 06.2019
- Enhanced new team's KPIs monthly, including Quality, CSATs, and response time Conducted monthly performance evaluations, coaching team members for improved quality and motivation, addressing deficiencies to maximize productivity.
Team Lead
Sutherland Global Service
11.2017 - 01.2019
- Increased quality KPIs by addressing employee or workflow issues directly and implementing timely solutions.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
Client Support Specialist
Sutherland Global Service
05.2016 - 10.2017
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing best solutions
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Education
Associate of Science - Programming And Services For Cloud-Based Apps
SENA
Bogota, Colombia05-2025
Skills
- Technical Support (Expert)
- Customer Service (Expert)
- Google Looker (Experienced)
- SQL (Experienced)
- API (Skillful)
- JIRA/OPSMART/Confluence
- Zendesk/Salesforce
- Javascript (Beginner)
- HTML (Beginner)
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Technical Support Specialist L3
Rockwell Automation
05.2022 - Current
Client Support Specialist
Concentrix
01.2022 - 04.2022
Senior Client Support Specialist
Anthology / Blackboard
08.2019 - 01.2022
Team Manager
Sutherland Global Service
01.2019 - 06.2019
Team Lead
Sutherland Global Service
11.2017 - 01.2019
Client Support Specialist
Sutherland Global Service
05.2016 - 10.2017
Associate of Science - Programming And Services For Cloud-Based Apps
SENA
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