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Work Experience
Tech Support
Lemontech, S.A.• January 2020 - Present
* Maintain direct relationship with customers. * Identify the needs of our clients and give them an immediate solution. * Know how to listen and analyze customer requirements. * Continuously review "tickets" that are generated from customer requirements. * Give priority to bugs and tasks generated by clients. * Analyze customer improvement requests to pass them on to the product team where a second feasibility analysis is done. * Solve problems through political and rational conversation. * Understand when to escalate problems with other areas. * Take the most complex cases (Database Auditing, HTML Document Editing, Data Source Understanding). * Massive modifications of System Data (Data Migrations, Environments Data Splits, Environments Data Joins). * Help the client with the analysis of the configurations or errors on the API integrations.
Customer Support Specialist
Lemontech, S.A.• April 2019 - December 2019
* Maintain direct relationship with customers. * Identify the needs of our clients and give them an immediate solution. * Know how to listen and analyze customer requirements. * Continuously review "tickets" that are generated from customer requirements. * Give priority to bugs and tasks generated by clients. * Analyze customer improvement requests to pass them on to the product team where a second feasibility analysis is done. * Solve problems through political and rational conversation * Understand when to escalate problems with other areas.
NOC/SOC Support Engineer
Adexus• January 2019 - March 2019
* Monitor permanently through different client platforms. * Analyze availability events generated by the different monitored platforms, discarding false positives. * Scale detected problems with client and specialist staff. * Accomplish with the agreement of the level of services contracted (SLA) internal and for the client, as well as with the processes and procedures of the area.
Help Desk Bilingual Technical Assistant – AMSA Proyect
Entel• November 2017 - December 2018
* Provide telephone assistance or other remote first line channel. * Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures or clarify doubts about the services provided. * Lift complex problems through the formal escalation flows defined in case there is no online solution for the case. * Provide basic commercial and technical assistance (configurations) for internal and external clients.
IT Support Engineer
BENE TECH, S.A.• June 2015 - March 2017
* Detection and Correction of Faults in Computer Equipment * Design and Implementation of Wired and Wireless Networks. * Local and Remote Configuration of Routers, Switches and Modems for Internet access.
IT Support Technician
BENE TECH, S.A.• August 2008 - April 2013
* Assembly and Installation of Computer Equipment * Detection and Correction of Faults in Computer Equipment * Installation of Wired and Wireless Networks. * Configuration of Routers, Switches and Modems for Internet access.
Education
Universidad José Antonio Páez
Management and Audit in Systems Information, Diploma• July 2016 - December 2016
Universidad José Antonio Páez
Computer Forensics, Diploma• July 2016 - December 2016
Universidad Dr. Rafael Belloso Chacín
Local Area Networks and Structured Cabling, Diploma• October 2015 - February 2016
Universidad Dr. Rafael Belloso Chacín
Electronic Engineering for Networking, BE• July 2005 - July 2015