Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Luis Rogers

Technical Support Engineer
Guatemala City,GU

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Proactive technical support with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. With many years of dedicated customer service experience, I am dedicated to exceeding service goals through effective communication skills and abilities.

Technical Support Engineer versed in aiding customers with implementation of emerging technology. Expertise in mobile application debugging and cloud-based computing solutions. Over 5 years in software support in global environment.

Overview

8
8
years of professional experience
3
3
years of post-secondary education
8
8
Certifications
2
2
Languages

Work History

Technical Support Engineer

MONDAY.COM
6 2021 - Current
  • Collaborated with internal team members, engineers to resolve customer concerns and deliver enhanced customer experiences
  • Maintained extensive knowledge of company products to recommend items aligned with customer needs
  • Responded proactively and positively to rapid change
  • Investigate and resolve customer inquiries and complaints quickly
  • Increased efficiency and team productivity by promoting operational best practices
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Learned new skills and applied to daily tasks to improve efficiency and productivity
  • Identified issues, analyzed information and provided solutions to problems.
  • Implement single sign-on and SCIM automatic provisioning
  • Troubleshot platform issues via Zoom and email
  • Subject matter expert in User Management provisioning using Okta, Entra ID (Azure)
  • Proficient in managing Office 365 services
  • Skilled in debugging applications using Python and JS.
  • Debug mobile application and reporting to developers directly

TECHNICAL SUPPORT SPECIALIST

GOOGLE.COM
07.2016 - 06.2021
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
  • Collaborated with team members to achieve target results
  • Experience in SSO and SAML troubleshooting, configurations
  • Offered workarounds using Google APIs.
  • Participated in ongoing professional development activities to stay current with industry best practices and emerging technologies, ensuring delivery of cutting-edge support services.
  • Assigned licenses and implemented secure data policies as Subject matter expert in Google Mail Outlook.
  • Enhance email security SPF, DKIM, DMARC and suggest best practices
  • Troubleshoot Chrome devices and Google Meet hardware devices.
  • Well versed in DNS management such as assisting customers with domain verifications, purchase domains, enable domain protection, etc.

Education

High School Diploma -

Centro De Estudios Diversificados (Mariano Gálvez)
Zona 2, Guatemala
02.2010 - 11.2011

No Degree - Aviation

Escuala De Vuelo S.A.
Guatemala City
06.2021 - 07.2022

Skills

  • Analytical mindset
  • Analytical approach
  • Analytical support
  • Troubleshooting abilities
  • Technical troubleshooting
  • Computer troubleshooting
  • Technical issue resolution
  • Issue Resolution Skills
  • Issue detection and resolution

Certification

Introduction to Networks, CCNA - August 2021

Timeline

No Degree - Aviation

Escuala De Vuelo S.A.
06.2021 - 07.2022

TECHNICAL SUPPORT SPECIALIST

GOOGLE.COM
07.2016 - 06.2021

High School Diploma -

Centro De Estudios Diversificados (Mariano Gálvez)
02.2010 - 11.2011

Technical Support Engineer

MONDAY.COM
6 2021 - Current

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Luis RogersTechnical Support Engineer