In the middle of 2022, I was prompted to 2nd Line Support Engineer, my main role and duties were divided into the following areas:-Helped resolve complex support issues on Snow products.-Identified product issues and escalated them to the product team as I worked with cross-functional support entities (1st line support and Subject Matter Experts).-Helped develop the 1st Line teams skill set by shadowing them on remote customer calls and mentored them in areas of the product… Show more In the middle of 2022, I was prompted to 2nd Line Support Engineer, my main role and duties were divided into the following areas:-Helped resolve complex support issues on Snow products.-Identified product issues and escalated them to the product team as I worked with cross-functional support entities (1st line support and Subject Matter Experts).-Helped develop the 1st Line teams skill set by shadowing them on remote customer calls and mentored them in areas of the product. -Helped grow the support functions knowledge globally by creating internal/external knowledge base articles in keeping with the KCS methodology. Show less

I joined as part of the technical support team for Americas region with focus on LATAM and US customers, as a 1st Line support Engineer at Snow Software, I managed technical engagements, provided guidance to customers in the use of the product my main activity was to identify and troubleshoot issues being faced by customer of Snow Products.

During my time in the CIATEC support team, my main responsibilities were logging and resolving support tickets to end users.I was directly involved in the structuring of the help desk process following ITIL practices, developing IT processes and operations, andmanaging support workflows (hardware & software end-usersupport).While the main priority of my role was working on the technical support desk, my other duties are categorized as the following: Administration of… Show more During my time in the CIATEC support team, my main responsibilities were logging and resolving support tickets to end users.I was directly involved in the structuring of the help desk process following ITIL practices, developing IT processes and operations, andmanaging support workflows (hardware & software end-usersupport).While the main priority of my role was working on the technical support desk, my other duties are categorized as the following: Administration of Google apps, SCCM, managed print services,antivirus, inventory, and control of hardware, planning of internal andexternal audits and webpage server administrator. Show less