Python
Thomas Cardozo
Electronic Engineer
Santiago
Summary
Highly motivated and responsible Electronics Engineer with a specialization in Automation and Control, focused on exceeding corporate goals and continuous improvement, eager to apply theoretical knowledge in a practical setting. Strong foundation in electronic circuits and a passion for process automation with ability to quickly learn new technologies and adapt to changing environments through self-directed study.
Proven achiever in technical support, excelled at Seeingmachines by enhancing customer satisfaction and streamlining processes with automation, boosting productivity. Skilled in network troubleshooting and fostering teamwork, consistently surpassed performance metrics, demonstrating adaptability and a results-driven approach.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
Work History
Tier 1 Technical Support Agent
Seeingmachines
Santiago
12.2021 - Current
- Enhanced customer satisfaction by resolving technical issues.
- Streamlined processes through implementation of automation tools, increasing productivity levels.
- Conducted remote troubleshooting sessions, effectively resolving issues.
- Assisted users in navigating software interfaces guiding them toward optimal product utilization.
- Exceeded performance metrics consistently.
- Cross-trained existing employees to maximize team agility and performance.
- Demonstrated strong problem-solving skills by collaborating actively with the technical operations management team to address challenges, establish new processes, propose innovative ideas, and resolve issues collaboratively.
- Developed strong negotiation and relationship management skills by engaging in negotiations with sales executives and key account managers of partner companies, securing better plans, discounts, third-party collaboration, and improvements in the quality of service received.
- As part two-person task force entrusted with the full responsibility of managing the Zendesk platform under the direct supervision of the Technical Operations Manager. During the first year, significant focus was placed on the documentation process to develop expertise in the new platform. Upon achieving a comprehensive understanding, the primary responsibility shifted to tailoring the front-end interface to meet user requirements. Subsequently, the customer migration phase commenced, resulting in considerable success. The user base expanded substantially from 162 users in 2021 to 1367 by 2023. This growth was accompanied by a dramatic increase in requests, soaring from 729 in 2021 to 4118 in 2022 and 8454 in 2023, representing a remarkable 464.8% and 105.2% increase, respectively.
- By collaborating with management to establish a tiered SLA structure, based on urgency and defining corresponding response time targets. This resulted in four priority levels: Urgent (2 hours), High (24 hours), Normal (72 hours), and Low (over 72 hours). Consistently exceeding expectations, the team achieved an average first response time of 32 minutes across all requests throughout the platform's history (2021-2024). Resolution times were equally impressive, averaging 0.3 hours for Urgent, 4.2 hours for High, 22.2 hours for Normal, and 3.5 hours for Low priority requests.
- During the latter part of 2022 and early 2023, dynamic and insightful reports were developed through data visualization. These reports encompassed average response and resolution times across all agents, rankings of most frequently requested ticket types and top-requesting users, average daily and monthly ticket creation volumes, hourly ticket creation patterns, and agent performance rankings based on tickets handled. Additionally, comprehensive knowledge base resources were created utilizing Zendesk Guide. These resources included FAQs, platform usage guides, ticket submission instructions, tutorial videos, company-issued PDF documentation, data extraction guides, and troubleshooting manuals.
Education
Electronic Engineer Diploma - Electronic Engineer. Mention: Automation & Control
URBE
Maracaibo, Venezuela 02.2013 - 12.2017
Skills
Ticket management
Hardware diagnostics
Software Knowledge
System Administration
Technical reporting
Test equipment operation
Data Analysis
Teamwork and Collaboration
Analytical Thinking
Organizational Skills
Professionalism
Process Development
Adaptability and Flexibility
Decision-Making
Software
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Portuguese
Beginner (A1)
French
Beginner (A1)
Timeline
Tier 1 Technical Support Agent
Seeingmachines
12.2021 - Current
Electronic Engineer Diploma - Electronic Engineer. Mention: Automation & Control
URBE
02.2013 - 12.2017