Summary
Overview
Work History
Education
Skills
Websites
Timeline
99
EDWIN SOLORZANO REDONDO

EDWIN SOLORZANO REDONDO

Customer Support & Service Lead
Santa Ana

Summary

Experienced specialist with a proven track record of resolving complex issues and delivering effective solutions. Bringing 12+ years of expertise in customer and technical support, with a strong focus on process optimization, service excellence, and results-driven strategies.

Bring a strong foundation in documentation, training, and issue resolution, along with a collaborative spirit and effective communication skills. My passion for fostering positive team dynamics drives me to create an environment where motivation and support thrive.

Dedicated to collaborative success, I thrive in service-oriented
leadership and am eager to contribute through task management,
performance reviews and training coordination—all while driving sustainable improvements.

Overview

9
9
years of professional experience
2
2
Languages

Work History

SaaS Global Technical Support Team

OPEN TEXT
01.2019 - 04.2025
  • Prepare and analyze reports for efficient ticket lifecycle management, identifying gaps and implementing timely corrections.


  • Maintain and update documentation for the team’s knowledge base, ensuring process materials remain accurate and effective for daily operations.


  • Train and onboard new team members, providing guidance to ensure a seamless transition and operational efficiency.


  • Monitor escalation triggers and proactively take action to mitigate risks, ensuring adherence to contractual SLAs.


  • Provide rapid response by tracking cases with no activity, following up on escalations, and investigating root causes.


  • Conduct weekly account monitoring, collaborating with the broader account team to align expectations and deliver regular issue updates.


  • Implement issue prevention measures, addressing technical concerns to minimize downtime and service disruptions.


  • Deliver customer support services, ensuring tailored troubleshooting for both standard and key clients.


  • Utilize ticketing systems and Webex to efficiently diagnose and resolve technical issues.


  • Differentiate support approaches based on customer status, providing specialized solutions for key accounts.

SaaS Tier 1&2 Support Team

MICRO FOCUS
11.2018 - 01.2019
  • Collaborated with cross-functional teams, including technical specialists and account managers, to streamline communication and ensure swift resolution of customer issues.


  • Provided Subject Matter Expert (SME) support, conducting in-depth investigations and offering specialized assistance for high-priority and sensitive customers.


  • Developed and maintained comprehensive documentation, regularly updating process guides and support materials to improve operational efficiency and knowledge sharing.


  • Assisted customers with troubleshooting, offering clear guidance on technical issues and best practices to optimize performance.


  • Responded to customer inquiries, delivering prompt and accurate solutions via various communication channels, including email, tickets, and Webex.


  • Identified recurring customer concerns, proactively addressing trends to improve support processes and enhance customer satisfaction.


  • Maintained detailed case records, ensuring transparency in issue tracking, resolutions, and follow-ups to deliver a seamless customer experience.


  • Provided escalation support, investigating complex issues and collaborating with senior team members to implement effective solutions.


  • Educated customers on best practices, helping them maximize product or service benefits and minimize recurring issues.

Intrusion Security Services Technician

BOSCH
03.2016 - 11.2018
  • Conducted basic security assessments and assisted in identifying vulnerabilities within network systems.


  • Responded to security-related incidents, working closely with cybersecurity teams to analyze data breaches and implement corrective actions.


  • Collaborated with IT teams to ensure compliance with security policies and procedures while following established guidelines.


  • Provided documentation and process support, keeping security-related materials updated to assist with operational security efforts.


  • Assisted in monitoring security alerts, escalating critical issues to specialized teams for further investigation.


  • Supported issue prevention efforts, helping reduce downtime and service interruptions by following security best practices.

Education

TECHNICAL DEGREE - MARKETING

San Marcos University

HIGH SCHOOL DEGREE -

San Marcos Administrative Professional College

Skills

Documentation management

Timeline

SaaS Global Technical Support Team

OPEN TEXT
01.2019 - 04.2025

SaaS Tier 1&2 Support Team

MICRO FOCUS
11.2018 - 01.2019

Intrusion Security Services Technician

BOSCH
03.2016 - 11.2018

TECHNICAL DEGREE - MARKETING

San Marcos University

HIGH SCHOOL DEGREE -

San Marcos Administrative Professional College

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EDWIN SOLORZANO REDONDOCustomer Support & Service Lead