Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Timeline
Generic

Jose Eduardo Garcia

Guatemala City

Summary

Results-driven IT Specialist with hands-on experience in Tier 1 and Tier 2 support, platform administration, and VoIP systems. Recognized for optimizing workflows, resolving high-impact technical issues, and enhancing service performance across enterprise systems. Proven ability to lead teams, manage critical system functions, and maintain excellent user satisfaction in dynamic tech environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Specialist

GoTo Technologies
01.2025 - Current
  • Serve as Platform Admin for the GoTo ecosystem, overseeing organization-wide configurations, licensing, user management, and system security via admin.goto.com.
  • Administer and monitor Jive PBX, GoToConnect, and associated VoIP infrastructure including SIP signaling, device provisioning, and virtual fax.
  • Leverage Sumo Logic and Splunk to analyze SIP logs, call records, and fraud detection metrics across multiple services.
  • Deploy and troubleshoot Zero Touch Provisioning (ZTP), ensuring devices are uniquely mapped across PBX systems.
  • Conduct performance audits, resolve quality degradation issues, and configure network settings for seamless VoIP operations.
  • Utilize Salesforce, Prodtools, and internal devops portals to escalate cases, manage workflows, and integrations.

Technical Support Specialist

CDK Global
03.2023 - 01.2025
  • Handled Tier 1 and 2 technical support for systems and software, addressing hardware failures, login issues, application bugs, and device errors.
  • Managed tickets and service requests in Salesforce, resolving system outages and minimizing downtime.
  • Trained and coached new support staff; provided QA insights to improve contact center performance.

Technical Support Specialist

Telus International
04.2022 - 08.2022
  • Delivered Tier 1 Apple device support for iOS users (iPhone, iPad, Apple Watch), including subscription, billing, and account troubleshooting.

Customer Support Specialist

DNJ Engine Components
04.2018 - 03.2022
  • Promoted and sold automotive engine parts to a diverse customer base via multiple online sales channels.
  • Supported customers through e-commerce platforms including Shopify (order tracking and website status), Amazon Seller Central, and eBay Seller Center.
  • Used NetSuite to manage inventory, monitor stock levels, and streamline fulfillment and order tracking.
  • Delivered personalized product recommendations and technical support, resulting in improved customer satisfaction and retention.
  • Reviewed and analyzed negative Trustpilot survey feedback to identify service gaps and implement strategies for improving customer experience.
  • Maintained detailed sales reports and performance metrics to guide business decisions and optimize performance.

Education

System Engineer -

Universidad Utel
Guatemala City, GU
01.2019

High School Diploma -

DCHS
Dawsonville, GA
05.2008

Skills

  • Salesforce & Dealer Management Systems (DMS)
  • Windows, Linux, and iOS Systems
  • Networking, VoIP, and SIP Technology
  • Platform & Admin Configuration (GoTo/Jive)
  • Log Analysis (Sumo Logic, Splunk)
  • Security & Access Control (2FA, SSO, LDAP, DNS, IPv4)
  • CLI, PowerShell, Linux File Systems
  • Customer Service & Communication
  • Strategic Thinking & Team Leadership
  • Technical support
  • Product troubleshooting
  • Issue troubleshooting
  • Customer service

Certification

  • COMPTIA A+ (CDK GLOBAL)
  • Google IT Support Professional Certificate

Accomplishments

  • Platform Admin for enterprise-level GoTo platform impacting organization-wide IT operations.
  • Coach and QA monitor for support teams, boosting customer service KPIs and training efficiency.
  • Selected as Subject Matter Expert (SME) to guide and onboard new support staff at CDK Global.

Timeline

IT Specialist

GoTo Technologies
01.2025 - Current

Technical Support Specialist

CDK Global
03.2023 - 01.2025

Technical Support Specialist

Telus International
04.2022 - 08.2022

Customer Support Specialist

DNJ Engine Components
04.2018 - 03.2022

System Engineer -

Universidad Utel

High School Diploma -

DCHS

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Jose Eduardo Garcia