Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Driver License Class
Timeline
Generic

Jonathan Gualteros Alfonso

Technical Support Expert
Bogotá D.C.

Summary

As a systems analyst and programmer in Python and basic knowledge in C ++, I have always worked in the technical support area, both by remote service, by voice, and by mail.

I always stand out for having an assertive and patient communication system, which has allowed me to give complicated instructions to users not so deeply into topics like this.


My easy ability to listen and work as a team, be proactive, manage projects, communication among teams and bringing them closer, has contributed to the fact that I always remain in a constant evolution of my personal and professional development, I recognize that knowledge does not only come from you, but from those who have more experience than you.


In my last jobs, I performed thanks to these multiple tasks, project development, database review, training for colleagues just starting out, accompanying users and new colleagues, and I have led multiple tasks where teamwork has been crucial.


Patient, assertive, social, and people oriented are good words to summarize my skills

Overview

11
11
years of professional experience
3
3
Languages

Work History

Technical Support Expert Level 3

Twilio Colombia SAS
11.2021 - Current
  • Escalation specialist: Mentored team members on best practices for API development,
    troubleshooting techniques, and incident management, fostering a collaborative and
    knowledge-sharing environment, helping my team to reach an excellent overall metrics,
    and gathering their needs with a consisten CSAT over 4,5; and a Time to Solve lower than average (2.2 days)
  • CSAT Champion for Q3, and Twilio Champion for Q4
  • Streamlined internal processes through the development of troubleshooting guides and Knowledge articles for common problems.
  • Developed rapport with clients by addressing their needs professionally while adhering to company guidelines, this got me promoted to TSE3 since I started as a TSE2
  • Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on process improvements.
  • Collaborated with cross-functional teams for efficient problem-solving and knowledge sharing.
  • Trained new team members on company policies, software tools, and best practices in technical support.
  • Collaborated closely with engineers in identifying online bugs (incidents), providing detailed reports, and suggesting potential solutions for improved user experience.

Technical Support Consultant

Spotify
06.2017 - Current
  • I entered this job because of my writing and grammar skills in English and Spanish.
  • I started my work as GS1 (first line of support), I stood out as employee of the month multiple times under this position giving technical support of the application through emails; and I was able to promote quickly to GS2 after helping the training team for new colleagues.
  • After exercising my work as GS2 I was able to acquire and even improve my writing skills, here I was employee of the month, and was chosen as the best employee of the quarter at the national level for my work with the company, I won more than one occasion as employee of the month, which led to him standing out enough to be promoted to Spotify (GS3) executive support.
  • After achieving the job again I managed to stand out as employee of the quarter (this is not awarded in this position monthly), and here I worked with databases, creation of multiple projects and trainings, excel tables, and used all my knowledge acquired in support for other operating systems, remote support, written, oral, and above all, teamwork.
  • This work requires general maintenance of the Spotify systems and platforms to web level, mobile devices, PC, Mac; as well as support to lower levels of support through multiple chat channels.

Customer Service

DHL
05.2017 - 09.2017
  • I did my job originally for my knowledge in deliveries with DHL, I was able to carry out this task of coordinating deliveries, pickup scheduling, and extensive customs training, importation, and export of products.
  • Because of my technical knowledge and critical thinking I achieved multiple monthly awards, I stood out for my proactivity in all extra work tasks, and I always managed to stand out for my good numbers and teamwork.
  • Due to the way this company achieves its deliveries, I learned valuable lessons on how teamwork and its importance. Here I exercised said work with much joy and admiration.

Technical Support Consultant

Bayer Diabetes Care
09.2016 - 05.2017
  • Our job was to provide technical support to the entire line of glucometers available, which also involved connecting the application to Windows or Mac computers.
  • Thanks to my previous knowledge of operating systems, I excelled in these areas and I was able to accompany trainings, and also very good service metrics, both for the quality processes, and also for my critical thinking and communication skills, mostly given that the customers were mostly elderly.

Technical Support Consultant

HTC
04.2015 - 09.2015
  • My first job was to provide technical support by phone to multiple users in the United States and Canada.
  • In this place I got a complete training on how to support Android operating systems due to the brand.
  • For several months I also stood out for having very good communication with customers, excellent decision making, de-escalation of angry customers, remote support, and coordination of delivery of devices or repair parts with UPS.

Technical Support Consultant

Microsoft
08.2014 - 04.2015
  • My initial work was to help with technical support to new users, verifying licenses, and giving general remote support with tools such as log me in; data analysis, consolidation of new licenses, support for networks, peripheral devices, installation and general support for Office 365 on both Mac and Windows.
  • My training and learning for Windows and Mac took place here.
  • In this position I managed to accompany new employees in a few months, I stood out for being employee of the month (top performer) for several months in a row, and I even managed it twice in a row.
  • I stood out for my communication skills and critical thinking in the various scenarios that my work had.

Education

High School degree -

Professional Technician - undefined

01.2008 - 12.2008

Python Crash Course - undefined

Google

Online Certification - How To Talk To AIs

LinkedIn
Remote
05.2001 -

Online Certification - Object-Oriented Programming With PHP Object-Orient

Coursera
Remote
05.2001 -

Online Certification - Python Dynamic HTML Web Server Python Dynamic HTML

Coursera
Remote
05.2001 -

Skills

    Communication Skills

    Critical Thinking

    Incident management

    Knowledge management

    Technical documentation

    API troubleshooting

Personal Information

  • Date of Birth: 08/09/91
  • Marital Status: Single
  • Place of Birth: Bogotá D.C.

Driver License Class

B

Timeline

Technical Support Expert Level 3

Twilio Colombia SAS
11.2021 - Current

Technical Support Consultant

Spotify
06.2017 - Current

Customer Service

DHL
05.2017 - 09.2017

Technical Support Consultant

Bayer Diabetes Care
09.2016 - 05.2017

Technical Support Consultant

HTC
04.2015 - 09.2015

Technical Support Consultant

Microsoft
08.2014 - 04.2015

Professional Technician - undefined

01.2008 - 12.2008

Online Certification - How To Talk To AIs

LinkedIn
05.2001 -

Online Certification - Object-Oriented Programming With PHP Object-Orient

Coursera
05.2001 -

Online Certification - Python Dynamic HTML Web Server Python Dynamic HTML

Coursera
05.2001 -

Python Crash Course - undefined

Google

High School degree -

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Jonathan Gualteros AlfonsoTechnical Support Expert