Lincoln Bradley Solares
Guatemala City,GU
Summary
Over 6 years of experience working on ITSM for various leading companies. As well my experience includes different areas on the technology industry. Being proactive, innovating, and looking for solutions for my clients on a daily basis and among others qualifications are part of my resume. My work methodology is to set objectives and aim higher than those, that guarantees I am always going for that extra mile with my clients. As well very well known among several tools within this industry, more details below.
Overview
7
7
years of post-secondary education
8
8
years of professional experience
Work History
Customer Service Representative
EVERISE
10.2020 - Current
- Customer Care Representative is responsible for providing outstanding service, acting as the primary point of contact for customers regarding products and services related to client programs.
- As well is in charge to provide callers with thorough service that builds relationships, resolves issues and increases overall trust and satisfaction in client’s products and services.
- Professionally handle a high volume of incoming calls.
- Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services listed above.
- Ability to utilize and navigate multiple systems simultaneously.
- Be dependable and meet all attendance requirements.
- Resolve customer issues via one call resolution guidelines and/or escalated process.
- Meet or exceed company and client performance metrics.
- Maintain a balance between company policy and client benefit in decision making.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
- Responsible for call disposition or compiling and generating reports as required.
- Ability to accept and embrace changes within the current business environment.
Application Support Engineer Level 2
MICRO FOCUS
Heredia, San Jose
01.2019 - 03.2020
- Employee responsible to handle cases generated by DREAM (Alerting System) as well as cases created by clients directly.
- The level of complexity on this job is quite high since all support is done from a terminal, so it requires enough knowledge to be able to just do the basic tasks.
- Also, you can find my responsibilities below.
- Diagnosis and repair of incidents within the Digital Safe environment.
- Provide regular reporting on incident status.
- Manage & report hand-over of incidents as part of critical situation management and a follow-the-sun support model.
- Regular major incident management of major critical issues known as SEV1.
- Communication to the client and to internal teams in relation to incident ticket first response and provide on-going updates in line with internal targets.
- Manage information by ensuring ticket notes are kept up to date and are complete.
- Plan & organize changes within the Digital Safe environment.
- Participate in the culture of continual service improvement within the Digital Safe operations team, including communicating regularly with team members, being actively involved in resolving issues, and looking for / driving opportunities for process improvement.
Client Technical Support Rep, Professional
FISERV
08.2016 - 01.2019
- Associate responsible to respond to customer inquiries received via telephone, email, web chat or correspondence.
- Handle moderately complex issues analyzing and resolving problems for customers by determining and explaining the best solution for the problem.
- Providing and high-class support experience to very demanding customers for the Architect product.
- Among my tasks are: multitasking and managing multiple products on multiple systems, always using strong and analytical thinking to be able to provide resolution to problems, handling changeling customers on difficult situations, daily interactions with SQL, Java, .Net and other programing languages and troubleshooting modules part of Architect on a daily basis.
System Engineer
TEK-EXPERTS
12.2014 - 08.2016
- Employee responsible for support cases of various products, support chats too, handling customers of great importance for HP, assisting coworkers, providing excellent support to customers, providing quick technical response, managing difficult customers and providing support through remote sessions such as WebEx services.
BlackBerry Technical Servers Support Agent
TELEPERFORMANCE
07.2013 - 04.2014
- Technician responsible for handling support cases of this product for BlackBerry, as well assisting the new employees with the learning process, maintaining the quality of the support, providing a good support experience to big companies as well of assisting with management tasks.
Digital Specialist
AMAZON
11.2011 - 07.2013
- Specialist responsible for maintaining the product quality, providing support kindle customers, providing a good customer experience, team management activities and training activities.
- As well I had the opportunity to manage basic activities of my team activities such as schedules, coverage of the support, permissions requests, also was a temporal back up manager during the high peak season of Amazon, which involved assisting on management tasks from a team.
Education
Bachelor Systems Engineering - Technology
01.2010 - 12.2014
Bachelor Systems Engineering - Technology
01.2015 - 01.2017
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
Technical Support
CRM
Creative problem solving
Linux
Server Management
Application support
Customer service expert
Technical issues analysis
Good listening skills
Verbal and written communication
Teambuilding
Troubleshooting
Data management
Computer skills
MS Office
Networking protocol expertise
Network Troubleshooting
Proactive and team player
Java
Technical Analysis
Conflict resolution
Timeline
Customer Service Representative - EVERISE
10.2020 - Current
Application Support Engineer Level 2 - MICRO FOCUS
01.2019 - 03.2020
Client Technical Support Rep, Professional - FISERV
08.2016 - 01.2019
Universidad Americana De Costa Rica - Bachelor Systems Engineering, Technology
01.2015 - 01.2017
System Engineer - TEK-EXPERTS
12.2014 - 08.2016
BlackBerry Technical Servers Support Agent - TELEPERFORMANCE
07.2013 - 04.2014
Digital Specialist - AMAZON
11.2011 - 07.2013
Universidad Latina De Costa Rica - Bachelor Systems Engineering, Technology
01.2010 - 12.2014