Fabian Andres Carreño
Technical Support Engineer
Bucaramanga
Summary
Focused help desk analyst with over 2 years of experience providing technical support via phone, email and chat to customers. Accomplished in gathering customer information and conducting research to resolve complex technical issues. Detail-oriented with tracking support tickets and providing a comprehensive overview of issues and resolution attempts.
Technology-inclined professional possesses strong problem-solving skills and a customer-oriented attitude. Experience in providing network and software support to users and developing and implementing technical solutions.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Help Desk Analyst
SONDA
08.2022 - Current
- Providing technical support on basic software and hardware issues
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Assisting with the installation of various systems and software
- Keeping detailed records of specific issues they were asked to assist with
- Communicating with senior analysts and other IT professionals regarding more complex issues
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Logged support tickets and closed when issues were resolved.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
Bilingual Agent
TELEPERFORMANCE
05.2022 - Current
- Answered calls, responded to emails and spoke with clients face to face
- Handled customer complaints with empathy and composure
- Pitched ideas on how to improve performance and efficiency
- Helped management to identify workflow issues and find solutions
Tender Assistant
SEICOLSA
11.2021 - 05.2022
- Followed up with external contractors, project owners and stakeholders to gather information and resolve issues
- Gathered relevant Data from various sources and developed comprehensive reports for leadership review
- Created Bills of Materials (BOM)
- Read and interpreted blueprints, technical Drawing schematic and computer-generated reports
- Oversaw project and determined critical deadlines and task assignments
ELECTROMECHANICAL ENGINEER
Unidades Tecnológicas de Santander
10.2013 - 11.2016
Education
ELECTROMECHANICAL ENGINEER -
Unidades Tecnológicas de Santander
Floridablanca, Colombia 10.2013 - 11.2016
Skills
Ubuntu Server
Teamwork
MySQL
Microsoft Excel
Microsoft windows and office
LAN/WAN
Network protocols
Project Management
TCP/IP
Azure AD
Certificationscourses
- Management of Standard Engineering Projects PMI, Unidades Tecnológicas de Santander, Bucaramanga, Colombia
- Course Advanced Management of Excel Spreadsheet, SENA, 08/2019
- Course Design and assembly of basic photovoltaic solar systems, SENA, 12/2021
Timeline
Help Desk Analyst
SONDA
08.2022 - Current
Bilingual Agent
TELEPERFORMANCE
05.2022 - Current
Tender Assistant
SEICOLSA
11.2021 - 05.2022
ELECTROMECHANICAL ENGINEER
Unidades Tecnológicas de Santander
10.2013 - 11.2016
ELECTROMECHANICAL ENGINEER -
Unidades Tecnológicas de Santander
10.2013 - 11.2016
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