Dirceo Martinez Email & Phone Number

Remote

Help resolve software and technical questions for the customer efficiently and effectively.• Gather the required information necessary in order to best handle customer software and technicalinquiries.• Manage customer expectations regarding estimated response times for issue resolution.• Resolving the issues through Phone, chat and email communication channels.• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Supportorganizations.• Extensively research and document customer technical issues.• Collaborate with Technical Support team members to properly manage customer inquiries andescalate when appropriate.• Partner with Technical Support team members on various strategic projects when needed• Own customer technical issues from initial report to resolution, communicating with customersregularly regarding issue status.• Run monitoring reports for usage, performance, and/or availability.• Document solutions for knowledge-base and bring new ideas for innovation and automationexcellence into the Support team.

Guadalajara, Jalisco, México

•Act on customer calls and resolve them efficiently and quickly.(Spanish, and Portuguese)•Communicate clearly, with empathy, with various internal and external people involved.•Open, when necessary, software defects (maintenance) and highlight them to development teams;•Simulate software defects in homologation environments in conjunction with QA / test equipment;•Supervise and assist development teams in simulating and solving software defects. •Escalate problems with customers to different management teams based on the criticality assessed.•Assist in the configuration of the Argo platform to meet customer requirements.•Explain doubts about the use of the platform.•Direct clients to the right knowledge bases to make them self-reliant.

Guadalajara Area, Mexico

•Using market research to get ideas for products that customers will want. •Helping to oversee the design and manufacture and planning how to market and promote the product to the public.•Defining product marketing communication objectives.•Comparing the company's products to competitor's products in order to assess competition in the market. •.Providing management with analyses and reports and responding to questions and requests from management.•Specifying and overseeing the research needed to determine the needs and desires of customers.•Reviewing and adjusting inventory levels and product production schedules to maintain product availability.

Zapopan Area, Mexico

• Managing work plans.• Running multiple projects simultaneously.• Perform positioning campaigns of products.• Market share analysis.• Negotiate contract terms, lifetimes, incentives and goals for each client.• Bring Development projects online Web services.• Trainer of services and products. • Service Management webex.

Mexico City Area, Mexico

• Coordination of engineering and logistics.• Monitoring and change of domain servers.• Management services and suppliers.• Connections to equipment cisco, contivitys, 3com, and Nortel.• Configuring interfaces finance systems.• Management services and suppliers.• Monitoring and recording of simultaneous activities.

Mexico City Area, Mexico

• Customer service• Installing and Upgrading Sabre systems• Support for hardware in place and remotely.• Installation of lines and equipment dedicated links (Telmex).• Setup firewalls wireline and wireless networks on computers cisco.• Management and configuration of communications equipment, routers, switches and hubs.• Handling data bases.• Settings Printers.