Jorge Andrés serrano perez Ingeniero de sistemas

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Product Support lev. 2

Invera

Jan 2023 - Current (3 years 8 months)

Addressing customer concerns, demonstrating empathy, resolving issues swiftly and providing solutions based on their needs. Track customer functional requirements. Build a trust relationship for new and existing customers. Resolve customers' complaints, ensure these are handled in a professional and prompt manner. Data Bases query´s creation for reports and information.

Brand Support lev.2

FranConnect

Jan 2020 - Jan 2023 (3 years 1 month)

Addressing customer concerns, demonstrating empathy, resolving issues swiftly and providing solutions based on their needs. Build a trust relationship for new and existing customers. Track customer functional requirements.Customer. Help Center articles creation/translation (English – Spanish). Data Bases query´s creation for reports and information.

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Support Manager

Citycom Colombia

Jan 2015 - Jan 2019 (4 years 1 month)

Support team management. Hiring and training new team members. Respond to customer inquiries. Database management. Determine team goals and SLA supervision.

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Help Desk - IT Team Manager

ACC

Jan 2014 - Jan 2015 (1 year 1 month)

System ticket development - Microsoft Sharepoint. Website development (Joomla). Help desk support for internal clients. Server management (domains, mails, proxies,antivirus, security cams).

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Corporate Commercial Licensing Project Engineer

BVG Abogados

Jan 2011 - Jan 2013 (2 years 1 month)

National corporate software audits. Responsible for commercial quota compliance. Current status reports on corporate licensing. Technical and commercial support to the software legalization process.

Trading Specialist

Trading College

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SYSTEMS ENGINEER

Jorge Andrés serrano perez

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