- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Age:
- 28 years old
- Location:
- Montevideo, Montevideo, Uruguay
- Experience:
- 7 years
Andrea Fernández
Montevideo, Uruguay
- |-
Professional Profile
Technical support agent with solid experience troubleshooting advanced and complex issues, as
well as effectively communicating with global clients. Results-oriented with expertise in
Agile methodologies, problem-solving, and system integration technologies.
Relevant Experience
March 2023-Present
Techdinamics - L2 support
- Guide junior agents, assisting with their doubts, taking escalations and ensuring timely
deliveries.
- Troubleshoot complex issues using diagnostic techniques, achieving high client satisfaction.
- Optimized processes for XML file transmissions and API call generation.
- Conducted regular client meetings to align expectations and project goals.
November 2018-August 2019
Alorica - Amazon tech support
- Delivered technical support resolving hardware and software issues.
- Trained new hires, ensuring consistent quality standards.
- Managed critical customer escalations, providing swift and effective solutions.
Education
- Accounting and Administration
- Scrum Master | Agile methodologies, DevOps, and lean practices
- IBM Full Stack Software Developer | HTML5, CSS, JavaScript, Node.js, Full-stack
development, React, DevOps, SQL/NoSQLdatabases
- Introduction to Artificial Intelligence | Language models and machine learning
Languages
- Spanish: Native
- English: Advanced (C2)
