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Greg S

Senior customer service and computer expert

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Intro
Alajuela, Costa Rica
Studied Team Management at SYKES Leadership Evaluation and Advancement Program (LEAP)
Studied Analytic, evidence based troubleshooting. at Kepner-Tregoe Analytic Troubleshooting Workshop
Studied Network Administration at Universidad Latina
Studied Computer operations and MS suite. at IPEC Maria Pacheco
Studied Customer service essentials at Eharmony.com Customer Service Workshop
Consumer Services
Joined February 22, 2023

Skills

Languages

English
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Native or Bilingual
Spanish
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Fluent
About
A dedicated and honest professional with invaluable experience in technical management, hotel management, customer service, sales and complex technical support. Strong problem-solving and decision-making skills, with the ability to identify and address operational issues quickly and efficiently. Fluent, both written and spoken, in Spanish and English with adaptable communication skills allowing the ability to present complex information clearly and effectively to a wide range of stakeholders. A person who places importance on professionalism, integrity, punctuality, detail and organization in the workplace. Ready to use my abilities, my education and my hard work ethic to breakthrough in a challenging position while always contributing positively to an ambitious company.
Experience
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Microsoft Corporation
Nov 2018 – Jan 2022
San Jose, Costa Rica - Remote
Tier III CSS Engineer
As a Microsoft Tier 3 CSS Engineer, I provided advanced technical support for Windows platform. I collaborated with customers and internal teams to diagnose and resolve complex technical issues, developed technical documentation and kept up-to-date with the latest technologies. I utilized my strong problem-solving and communication skills, along with my in-depth understanding of Windows operating systems and applications to make a meaningful impact in the industry.
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SYKES Enterprises - Cisco TAC
Jan 2016 – Nov 2018
Heredia Costa Rica
Technical Manager
As a Technical Manager, I was responsible for overseeing the Server Virtualization and WAN Access teams and leading a team of 35 direct reports. In this role, I conducted monthly management presentations, post-mortems for escalations, and developed training programs to ensure team members were equipped with the necessary skills to succeed. My key responsibilities included managing and developing team members, ensuring service levels were met, identifying areas for improvement, and collaborating with cross-functional teams to drive projects to completion. I leveraged my technical expertise in server virtualization and WAN access to provide guidance to team members and make strategic decisions to ensure efficient operations.
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SYKES Enterprises - Cisco TAC
Jan 2013 – Jan 2016
Heredia, Costa Rica
Tier II VoIP/Network Engineer
As a Cisco VoIP Engineer, I analyzed complex traffic flows using SIP, H323, MGCP, UDP, and other voice protocols to troubleshoot and optimize the VoIP network. I provided assistance with planning, preparing, and executing system upgrades, ensuring high availability and quality of service for voice traffic. I delivered excellent customer service by leveraging my technical expertise and in-depth understanding of Cisco VoIP technologies and protocols. I resolved issues quickly and efficiently, communicated effectively with customers, and provided expert guidance on best practices. Throughout my tenure, I received top marks and awards for my excellent customer service and technical expertise. My commitment to continuous learning allowed me to provide innovative solutions to complex problems and drive positive change within the organization.
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Vialinx S.A.
Feb 2009 – Sep 2012
Alajuela, Costa Rica
Frontline Contact Center Agent
As a Frontline Call Center Agent, I provided exceptional customer service, sales, and retention for eHarmony and Match.com customers. I communicated effectively with customers, answered questions, resolved issues, and promoted the value of the services provided. My top priority was to ensure customer satisfaction by delivering personalized solutions to meet their needs. I had a sales and retention target to meet, which required me to leverage my product knowledge and sales skills to promote the benefits of eHarmony and Match.com and encourage customers to renew their subscriptions. My ability to build positive relationships with customers, communicate effectively, and drive sales and retention helped to increase customer satisfaction and the overall success of eHarmony and Match.com.
Education
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SYKES Leadership Evaluation and Advancement Program (LEAP)
Nov 2015 – Feb 2016
Certification, Team Management
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Kepner-Tregoe Analytic Troubleshooting Workshop
Jun 2014 – Jul 2014
Certification, Analytic, evidence based troubleshooting.
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Universidad Latina
Feb 2013 – Nov 2013
Certification - CCNA, Network Administration
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IPEC Maria Pacheco
Jan 2010 – Mar 2010
Certification, Computer operations and MS suite.
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Eharmony.com Customer Service Workshop
Feb 2009 – Mar 2009
Certification, Customer service essentials
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