

Juan Fernandez
Atención al cliente / Soporte
Sobre Juan Fernandez:
Experienced customer service professional with a strong background in service desk
operations. I excel in problem-solving and managing client relationships. Known for my
ability to diagnose and resolve issues quickly.
Experiencia
Senior Service Desk Engineer (Level 2) Kaiser Permanente
• Mentored junior team members, providing guidance on best practices and troubleshooting techniques.
• Diagnosed and troubleshot hardware, software, and network issues.
• Installed, configured, and upgraded end-user software applications, ensuring
compatibility and smooth functioning.
• Managed and prioritized service tickets through ServiceNow and Jira.
• Performed password resets and managed user accounts in Active Directory and other user management tools.
Technical Support Specialist – VoIP Avoxi (2021 – 2024)
• Trained new employees and delegated daily tasks and responsibilities.
• Explained technical information in clear terms to non-technical individuals,
improving understanding.
• Enforced company policies and regulations, and scheduled staff shifts for effective coverage.
• Conducted performance reviews, providing staff with feedback and guidance.
Achievement: After only 10 months, I was promoted to Shift Manager.
Software Support Specialist - Microsoft Dynamics Tek Experts (2018 – 2021)
• Provided technical support for Microsoft Dynamics 365 ERP systems,
troubleshooting and resolving issues related to software functionality,
performance, and integrations.
• Responded to customer inquiries, providing technical assistance via phone and
chat.
• Performed system upgrades and patches, ensuring system stability and
compatibility with third-party applications and integrations.
• Followed up with clients to ensure optimal satisfaction after support
engagements and problem resolution.
Educación
Scrum Fundamentals Certified SCRUMstudy (2023)
Excel Intermediate Level Universidad Fidélitas (2023)
High School Diploma East Side High School (2004)
SSCA SIP Training The SIP School (2023)
JIRA Fundamentals Atlassian (2023)
Microsoft Certified Azure AZ-900 Microsoft (2021)
Cybersecurity Fundamentals Universidad Fidélitas (2023)
English Level C1 According to BELT BELT Certification (2021)
Scrum For Operations and DevOps Fundamentals SCRUMstudy (2024)
Microsoft IT Support Specialist Professional Certificate Microsoft (2024)