Erwin Munoz
Technical Support Specialist
Medellín,ANT
Summary
Qualified Advanced Technical Support Specialist with 14 years of helpdesk and field customer service experience. Provide comprehensive Software/Hardware/Chemistry/Inmunodiagnostics support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
2
2
Languages
11
11
Certifications
8
8
years of post-secondary education
13
13
years of professional experience
Work History
Technical Support Specialist
Ortho Clinical Diagnotics
LATAM
11.2018 - Current
Support Field Engineers, Laboratory Specialist and customers with complex issues in software, computer, eConnectivity, hardware and chemistry on various clinical Chemistry/Inmunodiagnistics Systems.
Senior Field Service Engineer
Ortho Clinical Diagnostics
Medellin, Antioquia
01.2017 - 11.2018
- Provided 2nd Level Support to our local Field Service Engineers.
- Assisted customer in all queries related to chemistry/mechanical issues.
- Monitored remotely all our connected analyzers and developed plans to improve their performance.
Senior Field Service Engineer
Johnson & Johnson
Medellin, Antioquia
09.2008 - 01.2017
- Provided 2nd Level Support to our local Field Service Engineers.
- Assisted customer in all queries related to chemistry/mechanical issues.
- Monitored remotely all our connected analyzers and developed plans to improve their performance.
- Installed/ repaired medical equipments (Laboratory + Sterilization).
Education
Ingeniero Electrónico
Universidad Autónoma De Manizales 01.2002 - 12.2007
Cisco CCNA - CCNP
Universidad Nacional De Colombia 01.2005 - 12.2006
Análisis Y Desarrollo De Sistemas De Información
Sena 03.2021 - Current
Skills
Software diagnosis
Hardware repair
Hardware Inspection
Hardware Configuration
Emergency response skills
Exemplary communication skills
Customer focused-service
Customer service experience
Customer relations best practices
Kind customer engagement
Hard working and self-motivated
Self-critiquing skills
Accomplishments
- Best Field Engineer Northern region (Colombia, Venezuela, Panamá and Puerto Rico) - Ortho Clinical Diagnostics OCD Watson Award 2012 –Punta Cana, Dominican republic.
- Best Field Engineer Northern region (Colombia, Venezuela, Panamá and Puerto Rico ) - Ortho Clinical Diagnostics OCD Watson Award 2015 –Dallas TX, USA
- Best Field Engineer Northern region (Colombia, Panamá) - Ortho Clinical Diagnostics Excellence Award 2016 – Las Vegas NV, USA
- Best Field Engineer Northern region (Colombia, Panamá) - Ortho Clinical Diagnostics Excellence Award 2017 – Orlando FL, USA
- Best LATAM Field Engineer - Ortho Clinical Diagnostics Excellence Award 2017 – Orlando FL, USA
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Vitros ECi - Field Service Engineer Technical Training
Timeline
Análisis Y Desarrollo De Sistemas De Información
03.2021 - Current
Technical Support Specialist
Ortho Clinical Diagnotics
11.2018 - Current
Senior Field Service Engineer
Ortho Clinical Diagnostics
01.2017 - 11.2018
Vitros ECi - Field Service Engineer Technical Training
12-2008
Senior Field Service Engineer
Johnson & Johnson
09.2008 - 01.2017
Cisco CCNA - CCNP
01.2005 - 12.2006
Ingeniero Electrónico
01.2002 - 12.2007