Jhon Hernandez Marentes
About
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Technical Support Specialist
Bogotá, Bogota, Colombia
Résumé
Jobs
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Technical Support SpecialistAnthologyJan 2022 - Jun 2023 (1 year 6 months)- Asked customer in-depth and specific questions to better understand issues, find route causes and solve problems. - Communicated technical information to non-technical audiences through easy-to-follow presentations, explanations or demonstrations. - Raised and escalated system faults, logging clear progress reports on performed incident investigation. - Demonstrated outstanding technical troubleshooting skills, identifying problems promptly and precisely.- Quality Assurance AnalystSutherlandMar 2018 - Aug 2021 (3 years 6 months)- Created, edited and updated project manuals and technical documentation used by the entire QA team. - Monitored and reported consumer complaints, highlighting trends and triggering action plans for immediate response. - Implemented and deployed new campaigns and projects with QA team, following company and compliance directions.
- Customer Service RepresentativeTeleperformance SpainMar 2016 - Aug 2017 (1 year 6 months)- Processed and issued product orders and service upgrades for customers - Maximised customer satisfaction by resolving service issues promptly. - Addressed customer service enquires quickly and accurately.
Education
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- IT Service Desk Careers and Certifications: First StepsLinkedInJan 2022
- IT Help Desk for BeginnersLinkedInJan 2022
- IT Service Desk: Customer Service FundamentalsLinkedInJan 2022
- Tecnología/Técnico de software informáticoUniversitaria AgustinianaJan 2012 - Dec 2013 (2 years)
- Certificate, EnglishCentro Colombo AmericanoJan 2010 - Jan 2013 (3 years 1 month)