Germán Z. Email & Phone Number

Duncan, British Columbia, Canada

As the IT Manager at Cowichan Tribes, a large First Nations organization with over 350 employees and 16 departments, I am responsible for overseeing the day-to-day operations of the IT team and ensuring efficient and effective technology systems.My primary task is to lead a team of highly qualified technicians on the installation, maintenance, and upgrades of computer systems, hardware, software, networks, and other IT infrastructure while ensuring compliance with organizational… Show more As the IT Manager at Cowichan Tribes, a large First Nations organization with over 350 employees and 16 departments, I am responsible for overseeing the day-to-day operations of the IT team and ensuring efficient and effective technology systems.My primary task is to lead a team of highly qualified technicians on the installation, maintenance, and upgrades of computer systems, hardware, software, networks, and other IT infrastructure while ensuring compliance with organizational policies and industry standards. Show less

Montreal, Quebec, Canada

• Managed a high volume of customer facing inquiries, on average 40 daily interactions via email, phone and chats addressing technical glitches and implementation challenges across platforms and product verticals.• Acted as a trusted advisor to customers providing timely and effective support by understanding root causes, conducting in-depth troubleshooting, guiding customers through platform features, and delivering tailored solutions, resulting in enhanced client satisfaction.•… Show more • Managed a high volume of customer facing inquiries, on average 40 daily interactions via email, phone and chats addressing technical glitches and implementation challenges across platforms and product verticals.• Acted as a trusted advisor to customers providing timely and effective support by understanding root causes, conducting in-depth troubleshooting, guiding customers through platform features, and delivering tailored solutions, resulting in enhanced client satisfaction.• Leveraged cloud-based systems expertise, troubleshooting tools like logs and performance screeners to meticulously analyze queries and offer step-by-step resolutions, utilizing remote desktop assistance tools as necessary.• Mentored Technical Support Engineers and team members from other departments, fostering a culture of continuous learning and improvement.• Actively participated in case triage meetings and discussions, sharing knowledge and insights to facilitate rapid customer solutions.• Implemented strategic business decisions with customers, partners, and internal teams to drive market share growth.• Achieved reduced client downtime, improved customer satisfaction ratings averaging 95% success rate, and garnered recognition from clients, managers and teammates for proactive and innovative problem-solving, elevating the support services reputation and the company's NPS score. Show less

Montreal, Quebec, Canada

• Addressed a substantial influx of customer inquiries, averaging 50 daily customer facing interactions on phone, emails and chats, pertaining to user accounts and permissions, setup and optimization of all Google Workspace apps, with implemented security measures in an enterprise setting. Ensuring appropriate access levels, facilitating efficient communication, and protecting against threats through security protocols.• Guided power users into conducting audits, collaborated for… Show more • Addressed a substantial influx of customer inquiries, averaging 50 daily customer facing interactions on phone, emails and chats, pertaining to user accounts and permissions, setup and optimization of all Google Workspace apps, with implemented security measures in an enterprise setting. Ensuring appropriate access levels, facilitating efficient communication, and protecting against threats through security protocols.• Guided power users into conducting audits, collaborated for streamlined processing of mail flow, and implemented security best practices to enhance organization security.• Achieved seamless user management, increased communication efficiency, and ensured data integrity and compliance within Google Workspace.• Earned recognition from team leaders for my passion for growth.• Provided valuable feedback and insights to senior engineers and product managers based on customer engagements to enhance product functionality.• Played a key role in developing expert-level competence on support topics and contributing to the overall readiness strategy of the whole team by producing documentation on repeated escalations.• Collaborated across product, engineering, management and communications teams to investigate product bugs, assess business impact, and implement necessary fixes. Show less

Montreal, Quebec, Canada

• Delivered exceptional troubleshooting for network equipment, Retail cash registers, merchandise scanners and Quick Service Restaurant systems, serving clients like TJ Maxx and McDonald's Canada.• Addressed critical network outages necessitating swift diagnosis and restoration to minimize productivity loss.• Conducted root cause analysis, restored services efficiently, and maintained proactive communication with IT team, escalation agents, vendors and users.• Achieved minimal… Show more • Delivered exceptional troubleshooting for network equipment, Retail cash registers, merchandise scanners and Quick Service Restaurant systems, serving clients like TJ Maxx and McDonald's Canada.• Addressed critical network outages necessitating swift diagnosis and restoration to minimize productivity loss.• Conducted root cause analysis, restored services efficiently, and maintained proactive communication with IT team, escalation agents, vendors and users.• Achieved minimal downtime, enhancing user satisfaction and confidence in IT support. Implemented post-incident review to identify improvements and preventive measures for future issues. Show less

Montreal, Quebec, Canada

• Co-Founded a sports and events photography business aimed at the Spanish speaking market in Montreal, QC with the goal of capturing moments through compelling photography.• Initiated collaborations, secured sponsorships, and gained access to exclusive venues and resources.• Captured dynamic shots of athletes, emotional fan reactions, and behind-the-scenes moments, showcasing the energy and spirit of each event.• Coverage of several sporting and public events in Montreal and… Show more • Co-Founded a sports and events photography business aimed at the Spanish speaking market in Montreal, QC with the goal of capturing moments through compelling photography.• Initiated collaborations, secured sponsorships, and gained access to exclusive venues and resources.• Captured dynamic shots of athletes, emotional fan reactions, and behind-the-scenes moments, showcasing the energy and spirit of each event.• Coverage of several sporting and public events in Montreal and Venezuela, Rogers Cup Sports Coverage in Montreal for QuebecNoticias.• The sports photography business gained recognition, attracting sponsors, and media attention with high-quality event photography contributing to brand visual identity, featured in promotional materials, social media, and press coverage and resulting in a successful exit from the company. Show less

Montreal, Quebec, Canada

• Provided personalized advice, tailored technical expertise to professional photographers on suitability of equipment and solutions.• Engaged in open-ended conversations and assessed preferences. Recommended specific camera models, explained features transparently, and addressed concerns. Conducted hands-on demos, taught photography techniques, and encouraged practice.• Ensured customer satisfaction post-sale and offered additional training sessions.• Achieved enhanced customer… Show more • Provided personalized advice, tailored technical expertise to professional photographers on suitability of equipment and solutions.• Engaged in open-ended conversations and assessed preferences. Recommended specific camera models, explained features transparently, and addressed concerns. Conducted hands-on demos, taught photography techniques, and encouraged practice.• Ensured customer satisfaction post-sale and offered additional training sessions.• Achieved enhanced customer satisfaction with a confident purchase decision and positive store impressionwhich resulted in repeat business and referrals, customer loyalty and skill enhancement through training sessions. Received Recruit of the Year award for surpassing sales goals for new recruits of $500,000. Show less

Ciudad Guayana, Bolívar, Venezuela

As a Senior Network Admin at Ferrominera I oversaw a network of hundreds of nodes in remote mining locations. Working in an IBM environment with Cisco networking equipment.

Maracay, Aragua, Venezuela

As a Co-Founder of BonCom I played a role in the development of a food marketing space, FuiyComi.com.

Engineer'S Degree, Computer Systems Networking And Telecommunications

Associate'S Degree, Commercial Photography