Manuel De Jesus Gomez Pineda

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Customer Success Manager

Brazil

Dec 2023 - Current (2 years 10 months)

At Interprefy, I managed a portfolio of approximately 150 customers across Latin America and North America. I onboarded and trained clients, developed success plans, monitored account health, supported renewals and reactivations, and identified upsell opportunities for remote interpretation and AI-powered solutions. I also prepared quotes and scopes, gathered customer feedback, coordinated security and vendor onboarding requirements, and collaborated with internal teams to resolve issues and increase product adoption.

Analyst

HCLTech

Sep 2017 - Current (9 years 1 month)

During my tenure as a Senior IT Support and Inventory Coordinator at I played a pivotal role in delivering top-tier onsite Trilingual Support to over 500 Exxon Mobile employees. My responsibilities encompassed a diverse range of tasks that contributed to the efficient operation of the company's IT ecosystem. Comprehensive Technical Support: I was the primary point of contact for resolving technical issues for the workforce, providing seamless support on Windows platforms (Windows 7/10), various IT hardware components (desktops, Xerox and HP printers), LAN and WAN networks (TCP/IP), as well as iOS configurations. System Enhancement and Maintenance: My role included tasks such as testing, system updates, bug fixes, computer and user migration

Customer Success Manager

Time Doctor

Mar 2023 - Oct 2023 (8 months)

In my previous role, I maintained, grew, and built my book of Tier 1 and 2 accounts through prioritized and automated engagements, utilizing tools such as HubSpot, Churn zero, and other CRM tools. I played a key role in successfully onboarding Time Doctor, guiding customers to recognize the business value of our products and ensuring optimal support. I worked to thoroughly understand my customers' business needs, continuously documented their use cases, and identified potential expansion opportunities within Tier 1 accounts. I took the lead in executing messaging sequences, including product updates, plan adjustments, and regular check-ins for all accounts. Additionally, I was responsible for scheduling client training sessions. I closely m

Customer Success Analyst

Loadsmart

Mar 2022 - Jan 2023 (11 months)

In my previous role at Loadsmart, I demonstrated: Proactive Customer Monitoring: Monitoring the progress and engagement of onboarded customers to ensure their seamless product adoption. In collaboration with the Onboarding team, I provided support to help achieve milestones as needed. Lifecycle Engagement Expertise: Guiding onboarded customers throughout their lifecycle within our ongoing service model. This involved understanding their unique business needs, key objectives, and technical capabilities. Risk Management Mastery: Identifying and addressing potential risks associated with customers' anticipated outcomes, product adoption, disengagement, and dissatisfaction with the service. Opportunity Identification: Recognizing and capitalizi

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Senior IT Support Analyst / Inventory Coordinator

hcltechnologies

Oct 2017 - Dec 2022 (5 years 3 months)

At HCL Technologies, I worked as an Inventory Coordinator and Senior IT Support Analyst, providing on-site technical support for ExxonMobil. I managed IT equipment inventory and asset records, coordinated device allocation and replacement, resolved hardware and software issues, and supported employee onboarding and offboarding. I also helped onboard more than 100 new employees, ensuring they received the equipment, system access, and technical assistance needed to begin working effectively.

Senior Administrative Analyst

Premier IT Global Services

Apr 2017 - Oct 2017 (7 months)

In my role at Premier IT Global Services, I engaged in providing Trilingual support services, focusing on the maintenance contracts associated with Volvo and its affiliated entities across Latin America. This involved a range of activities aimed at ensuring the seamless execution of contractual obligations and maintaining a high level of customer satisfaction.

Senior Onsite Support Analyst

Premier IT Global Services

Nov 2016 - Apr 2017 (6 months)

In my capacity as a Senior Onsite Support Analyst, I undertook a range of significant responsibilities and tasks that contributed to the seamless operation and technical excellence of the organization.

- ●●Installation and Configuration Expertise:●● I demonstrated proficiency in the installation and configuration of Windows 7, ensuring the optimal performance of operating systems on various computing devices.
- ●●Trilingual Technical Support:●● I provided proficient trilingual technical support to users within the Volvo organization. This encompassed addressing a diverse array of technical issues, resolving concerns promptly and effectively.
- ●●Hardware and Software Support Analyst:●● I offered comprehensive support

Global Support Team Leader

Premier IT Global Services

Sep 2014 - Dec 2016 (2 years 4 months)

In my capacity as the Team Leader for the Global Support Team at Premier IT Global Services, I undertook a leadership role that involved overseeing and enhancing the performance of the Service Desk team. My responsibilities encompassed collaborating with leadership across various spheres of IT support, projects, and IT processes to ensure optimal service delivery while observing the ITIL process. Key Responsibilities: Supervisory Excellence: I provided effective supervision and guidance to the Service Desk team, ensuring seamless operations, efficient issue resolution, and a high level of customer satisfaction. Collaborative Leadership: I worked in tandem with IT support leadership, project teams, and process management to align strategies

IT Support Analyst (Offline Desk Agent)

Premier IT Global Services

Jun 2012 - Sep 2014 (2 years 4 months)

In my role as an IT Analyst (Offline Desk Agent) at Premier IT Global Services, I was entrusted with delivering high-quality support services to Volvo IT, while providing expert trilingual assistance to end users for services generated by Service Desk agents. My responsibilities were centered around resolving intricate technical challenges associated with Windows XP and Windows 7 operating systems, as well as approved company applications. Key Responsibilities and Achievements: Trilingual End-User Support: effectively offered trilingual support to end-users, addressing technical issues that had not been resolved by Service Desk agents due to their complexity. This involved facilitating seamless interactions between users and the IT environm

Bilingual Technical Support

Brasil Telecom

Jan 2011 - Jan 2012 (1 year 1 month)

In my role as a Technical Service Specialist, I fulfilled a range of vital responsibilities aimed at optimizing service delivery and ensuring the smooth operation of equipment and systems. My contributions encompassed various aspects crucial to maintaining operational excellence and fulfilling quality parameters within the organization. Key Responsibilities and Accomplishments: Maintenance, Configurations, and Upgrades: I performed essential maintenance routines, executed configurations, and carried out equipment upgrades to ensure the continuous functionality and performance of technical assets. Problem Identification and Resolution: I adeptly identified issues faced by both external and internal users, demonstrating proficiency in diagnos

Manuel De Jesus Gomez Pineda

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Manuel De Jesus Gomez Pineda

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