Manuel Siliezar

• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions, keeping a short SLA and good quality.
• Implemented technical solutions to solve customer issues and increase satisfaction, aiming for a one touch resolution by testing before providing a solution.
• Analyzed client-provided data, applying troubleshooting skills to resolve complex issues.
• Supported internal and external clients through Zendesk, Teams, JIRA.
• Used scripting for troubleshooting customer's issues.
• Used logs to gather information for finding a solution.
• Created monthly reports, used customers data to provide them with analytical information for monthly, quarterly or yearly data.
• Led daily meetings, where our team discussed best practices and ticket resolutions.

• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Served as primary point of contact for support relating to owned solutions and products.
• Designed tailored engineering solutions for customers based upon key requirements.
• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Maintained response times to support business continuity.
• Monitored systems in operation and quickly troubleshot errors.

Worked on ticket triaging by evaluating ticket priority, routing ticket to the correct departments, and processed them according their SLA.

• Processed over 100 support requests weekly on Zendesk for technical assistance on wide range of issues related to SaaS, CRM, Social Media Integrations Platforms, Mobile App Maker Platform and e-commerce applications for customers and end-users across different time zones.
• Broke down and evaluated user problems, using test scripts, log data, personal expertise and probing questions.
• Configured remotely hardware, devices and software to set up work stations for employees.
• Experience in the Ed-tech field
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Created internal and external support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

• Performed 50 domain wide migrations per week from IMAP, Lotus Notes and Exchange servers into Google Apps (G-Suite).
• Assisted customers with troubleshooting issues encountered while email synchronizing on mobile devices, providing actionable tips to resolve problems.
• Documented all transactions and support interactions in Salesforce for future reference and addition to knowledge base.

• Delivered onsite technical support for 2,500 employees on 10 different accounts.
• Built and provided end-user troubleshooting and desktop support on Windows, Linux, and Mac OSX.
• Resolved issues with systems, hardware and telephones, VoIP quickly and accurately.
• Performed tests of functionality, security and performance of different workstations and devices.
• Patched software and installed new versions to eliminate security problems and protect data.
• Configured hardware, devices and software to set up work stations for employees.
• Worked on the network configuration and tested the proxy and firewall deployments on-site to determine the effectiveness of changes and new bug-tracking solutions.