Gulliver Vicente
San Diego
Summary
To obtain a position as an Implementation Project Manager II that will utilize and enhance my skills.
Overview
6
6
years of professional experience
Work History
technical support
LYTX
08.2020 - Current
- Verify and comprehensively document complex, issues, providing timely delivery of technical solutions
- Examine issues reported by customers to determine and pinpoint the underlying cause, covering device functionality, firmware performance, and installation aspects
- Engage in collaboration with CSM, Implementation, and development teams as necessary, in order to adeptly fulfill the technical demands of customers
- Contributed to the training of new team members, aiding in the acceleration of the Qualfon team's learning curve
- Document product defects and feature requests using Salesforce and other online platforms
- Consistently showcased adeptness with the Microsoft Office Suite, SQL server, and various online LYTX troubleshooting tools, including Device Control Center
- Formulate recommendations for process enhancements and tools to optimize team performance
- Directly engage with clients to ensure ongoing awareness of every stage in the technical support lifecycle: from discovery and troubleshooting to resolution and validation.
General Atomics Aeronautical Systems Inc
07.2017 - 08.2020
- Provides daily phone, email, and remote desktop support to customers
- Sets up accounts, granting appropriate roles and permissions to new and existing employees
- Coordinates with business and technology teams to determine system requirements, including program functions, output specifications, input data acquisition, and system techniques and controls
- Establishes system configurations and settings to support primarily Manufacturing, but not limited to
- Participates in the basic setup of configuration label printers and wireless scanners for Manufacturing
- Conducts training sessions for systems users on new processes
- Maintains and updates various confidential and sensitive electronic and/or hard copy reports and records
- Collaborates with users to troubleshoot a range of software programs, including Windows, AMPS, Adobe Reader and Acrobat, Citrix, MAP, and other corporate software
- Troubleshoots hardware and software issues, escalating tickets as needed to the appropriate local support teams
- Handles escalated and complex issues in a professional and timely manner
- Evaluates and diagnoses problems submitted by customers through the support system, responding to trouble tickets and service questions generated via email
- Verifies and reconciles system data, conducting analysis of data errors and proposing solutions.
Education
Computer Networks Technology -
Coleman College
I.T. Essentials - undefined
Cisco Networking Academy
Skills
- Customer Communication and Empathy
- User Experience
- Collaborative Team Player
- Configuring Devices
- Employee Computer Support
- Technical Issues Analysis
- Customer Service Expertise
- Issue and Resolution Tracking
- Resolve Technical Problems
- User Guidance
- Customer Support Needs Assessment
Timeline
technical support
LYTX
08.2020 - Current
General Atomics Aeronautical Systems Inc
07.2017 - 08.2020
Computer Networks Technology -
Coleman College
I.T. Essentials - undefined
Cisco Networking Academy