Microsoft Excel
Leonardo Gabriel Herrera Jaime
Technology / Management Agent
San Juan Opico,La Libertad
Summary
Accomplished Technical Support Specialist with expertise in remote technical support and advanced troubleshooting at Sony Electronics. Enhanced customer satisfaction through effective problem-solving and teamwork. Recognized for adaptability and professionalism, consistently delivering timely solutions and contributing to continuous improvement in support operations.
Overview
3
3
years of professional experience
16
16
years of post-secondary education
Work History
Tier 2 Technical Support Specialist
Sony Electronics
03.2025 - Current
- Provided technical support for software and hardware issues, ensuring timely resolution for customer inquiries.
- Diagnosed and troubleshot technical problems, utilizing remote access tools to assist clients effectively.
- Documented support interactions and solutions in ticketing system, enhancing knowledge base for future reference.
- Collaborated with cross-functional teams to escalate complex issues, improving overall customer satisfaction.
- Assisted in training new staff on technical support protocols and customer service best practices.
- Analyzed recurring issues to identify trends, contributing to proactive solutions and improved service delivery.
- Maintained up-to-date knowledge of Sony products and services, delivering accurate information to customers.
- Adapted to evolving technical tools and processes, enhancing efficiency in support operations.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Maintained a high level of expertise on company products, staying up-to-date with software updates and new features.
- Developed and implemented feedback loop with product development team, contributing to refinement of software features.
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Assisted on the creation of reports to measure peers performance and encourage competitiveness.
Order Management Specialist (CEC OM)
Sony Electronics
09.2022 - 03.2025
- Managed order processing and fulfillment to ensure timely delivery of products.
- Coordinated with cross-functional teams to resolve order discrepancies and improve customer satisfaction.
- Utilized order management systems to track inventory levels and optimize stock availability.
- Researched and tracked orders from our warehouses to customer's houses.
- Filed claims to 3rd party shipping companies in case it was fair based on previous research.
- Managed standard office tools for the automatization of group work.
- Developed and implemented standard operating procedures for order management workflows.
- Trained and mentored junior staff on best practices in order processing and customer service.
- Led initiatives to reduce order cycle times and improve overall operational efficiency.
- Maintained compliance with company policies and industry regulations during order management activities.
- Managed high volumes of orders, consistently meeting deadlines and maintaining accuracy throughout the process.
- Reviewed claim files for accuracy, errors and omissions to minimize incorrect shipments.
- Maintained knowledge of new product offerings and changes for order provisioning processes.
- Sent emails to communicate order status and informed customers of back-orders or shipping delays.
- Reduced file errors with meticulous attention to detail, thorough review, and effective communication.
- Assisted in training new hires on company-specific policies, procedures, systems, and best practices related to order management functions.
- Utilized advanced software tools to optimize order management processes, increasing productivity levels across the department.
- Updated company tracking system with latest information.
Tier 1 Technical Support Representative
Sony Electronics
01.2022 - 08.2022
- Provided technical support for consumer electronics, resolving customer inquiries and troubleshooting issues.
- Assisted in diagnosing hardware and software problems, ensuring effective solutions and customer satisfaction.
- Collaborated with cross-functional teams to enhance product knowledge and improve support processes.
- Documented customer interactions and resolutions in CRM systems for accurate tracking and reporting.
- Maintained up-to-date knowledge of new products, features, and industry trends to provide informed support.
- Fostered positive customer relationships, resulting in improved customer feedback and loyalty.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Improved team efficiency by actively participating in training sessions and sharing acquired knowledge with peers.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
- Upheld company reputation by adhering to strict confidentiality protocols when handling sensitive client data.
- Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Provided remote support for customers, guiding them through the resolution process stepbystep.
- Managed high levels of call flow and responded to technical support needs.
Education
Technical Support Fundamentals - Technology Management
10.2024 - 03.2025
Python MTA - Software Engineering
01.2019 - 12.2021
- Recipient of Excellence
MOAC Excel Diploma - Software Engineering
01.2019 - 12.2021
- Recipient of Excellence
TOEIC Listening And Reading - English-as-a-Second-Language Education
01.2019 - 12.2021
- Awarded Excellence
TOEIC Speaking And Writing - English-as-a-Second-Language Education
01.2019 - 12.2021
- Awarded Excellence
Degree On Software Development Engineering - Software Engineering
01.2022 - Current
Skills
Remote technical support
Customer support
Application support
Remote desktop support
Hardware diagnostics
Mobile device support
Performance tuning
Advanced troubleshooting
Teamwork
Network support
Problem-solving
Microsoft windows and office
Time management
Technical issues analysis
Troubleshooting network issues
Multitasking
Excellent communication
Customer service expert
Decision-making
Friendly and patient
Self motivation
Call management
Adaptability and flexibility
Verbal and written communication
Diagnostic testing
Active listening
Attention to detail
LAN/WAN
Online chat support
Analytical thinking
Call center operations
Interpersonal skills
Professionalism
Report preparation
Reliability
Issue and resolution tracking
Training development
Continuous improvement
Accomplishments
- Used Microsoft Excel to develop team performance track and rank
- Developed in-depth multiple emulators for different products with the objective of coaching Tier 1 agents using Microsoft Power Point
Software
Microsoft Power Point
Microsoft Word
Python
HTML, CSS and Java Script
Blender
Canva
Interests
Story writing
3D modeling and animation
Pixel Art
Music Composition
Game Development
Web Development
App Development
Automation
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Tier 2 Technical Support Specialist - Sony Electronics
03.2025 - Current
Coursera - Technical Support Fundamentals, Technology Management
10.2024 - 03.2025
Order Management Specialist (CEC OM) - Sony Electronics
09.2022 - 03.2025
Tier 1 Technical Support Representative - Sony Electronics
01.2022 - 08.2022
El Salvador University - Degree On Software Development Engineering , Software Engineering
01.2022 - Current
¡Supérate! Program - Python MTA, Software Engineering
01.2019 - 12.2021
¡Supérate! Program - MOAC Excel Diploma, Software Engineering
01.2019 - 12.2021
¡Supérate! Program - TOEIC Listening And Reading, English-as-a-Second-Language Education
01.2019 - 12.2021
¡Supérate! Program - TOEIC Speaking And Writing, English-as-a-Second-Language Education
01.2019 - 12.2021