Diego Zambrano Barragan

• Client Relationship Management: Senior Technical Support Engineer (L3)
  - Achieved high client retention rates by delivering tailored technical support services.
  - Proactively managed client relationships akin to Technical Account Manager.
  - Identified defects and made improvement requests to Engineering through JIRA.
  
• Technical Expertise:
  - Reduced ticket response time by automating tasks and optimizing workflows.
  - Decreased Tier 3 support call resolution times through efficient troubleshooting methods.
  - Conducted root cause analysis for major incidents to ensure optimal system performance.
  - Reported defects and submitted improvement requests to Engineering via JIRA.
  - Experienced in administering Automation Anywhere in both SaaS and On-Premises environments.
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• Support Process Improvement:
  - Streamlined technical processes through development and maintenance of knowledge base articles.
  - Utilized ticketing systems for efficient support action management.
  
• Problem Resolution and Collaboration:
  - Resolved complex technical issues impacting multiple users by collaborating with relevant departments.
  - Managed escalations from initial reporting to resolution, ensuring stakeholder satisfaction.
  
• Mentorship and Leadership:
  - Facilitated remote support sessions and mentored junior support representatives, enhancing their skills and product knowledge.

- Provided personalized support and proactive relationship management, contributing to high client retention.
- Identified and escalated potential defects and improvement requests to Tier 3.
- Reduced ticket response and Tier 2 resolution times through automation and effective troubleshooting.
- Improved support and customer processes by developing knowledge base articles and optimizing use of ticketing system

- Troubleshot and resolved networking issues, restoring service functionality promptly.

- Conducted regular system maintenance to ensure optimal performance and minimize downtime.

- Provided technical support to Microsoft customers via phone and email.

- Took ownership of customer interactions, ensuring satisfaction.

- Managed high-volume ticket queues without about 14 cases, while maintaining exceptional customer service.

- Acted as subject matter expert, sharing knowledge with colleagues on specific technologies and products.

- Worked with servers and environments in Windows and Linux.

- Managed multiple support cases simultaneously, achieving high rate of timely case closures.
- Maintained clear communication with clients, ensuring transparency and trust during troubleshooting.
- Provided remote assistance, resolving software and hardware issues promptly.
- Developed comprehensive troubleshooting guides, enhancing team knowledge and performance.