Santiago Giraldo Valderrama

Technical Support & Troubleshooting

• L1/L2 Help Desk: Providing comprehensive IT support for internal and external stakeholders via tickets, phone calls and in person.
• Problem Resolution: Expertly guiding users through troubleshooting steps to resolve technical issues efficiently.
• Product Support: Deep knowledge of resolving issues for customer-facing products and company devices.
• Bug Escalation: Proficient in troubleshooting platform bugs and documenting issues for L3 engineering teams.

Case Management & Operations

• Ticketing & CRM Systems: Proficient in using Jira and Salesforce for case handling and management.
• Device Management: Conducting audits of company devices and handling product shipments.
• Cross-Team Collaboration: Effectively coordinating with different departments to streamline problem resolution.

• Contributed to the development of user-friendly interface for internal users.
• Conducted comprehensive data analysis to identify trends and areas of improvement, leading to more informed decision making.
• Took initiative in presenting innovative ideas at team meetings that led to improvements in product functionality.
• Delivered assistance and support for team-based IT projects.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.