Dwayne Johnson
Calgary,AB
Summary
Capable Technician experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
19
19
years of professional experience
Work History
Enterprise Technical Support Advisor
Quest Software
Panama, Panama
01.2020 - 12.2023
- Support customers that use Foglight for Databases and Foglight for Virtualization Enterprise by troubleshooting and diagnosing database and infrastructure connectivity, installation and upgrade issues with some of the following databases and application platforms: Oracle, Microsoft SQL Server, SQL Azure and DB2, Linux, AIX, Windows and Virtualization.
- Resolve customer inquiries and issues on time, professionally by demonstrating service-oriented architecture and focus on client’s needs.
- Document all customer/case details in Support case tracking system and also create knowledgebase articles from resolved issues for future use by customers and internal personnel.
Technical Support Specialist
Sony Pictures Entertainment
Panama, Panama
07.2017 - 12.2019
- Answered user inquiries to resolve computer software or hardware operation problems.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Documented repair processes and helped streamline procedures for future technical support actions.
Technical Support Coordinator
Cable Onda S.A.
Panama, ON
02.2014 - 05.2017
- Managed Technical Support and outsource engineer’s assignment, schedules, projects.
- Prepare KIP presentations for performance reviews and to evaluate the success at reaching established goals and complete performance evaluations on annual basis for engineers.
- Create new procedures, processes, tables, forms and policies for the standardization of tasks guided by ISO 27001 standards.
- Recruited and interviewed candidates; provided management with hiring recommendations for vacant positions in the department.
- Yearly budget projections planning and negotiate better pricing with suppliers.
Technical Support Specialist
Alorica
Panama, Panama
06.2005 - 02.2014
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Developed scripts to automate routine tasks for users on the network.
- Tracked customer requests from initial contact through resolution.
Education
Bachelor of Science - Computer Science
Universidad Latina De Panama
Panama, Panama03-2007
Skills
- Technical Support
- Application Support
- Performance Testing
- Systems Analysis
- User Support
- Hardware Diagnostics
- Customer Service
- Issue Troubleshooting
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Enterprise Technical Support Advisor
Quest Software
01.2020 - 12.2023
Technical Support Specialist
Sony Pictures Entertainment
07.2017 - 12.2019
Technical Support Coordinator
Cable Onda S.A.
02.2014 - 05.2017
Technical Support Specialist
Alorica
06.2005 - 02.2014
Bachelor of Science - Computer Science
Universidad Latina De Panama
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