GS

Gonzalo Salinas

available

Last update: 06.09.2022

IT Help Desk Team Leader, UX

Graduation: BSc. Computer Science and Information Technology
Hourly-/Daily rates: show
Languages: English (Full Professional) | Spanish (Native or Bilingual)

Skills

My prior experience in International Companies has provided me with the skills, techniques, and soft-skills to handle multiple service requests and dealing with difficult customers according to the severity of the situation (SLA's). I love working with customers and take ownership of their concerns. I define me as a bookworm as I enjoy learning new things that I can apply to my daily job and achieve success within a team and company. 
My technical background are: Scrum, Google, Cloud, PHP code, CSS, JavaScript, Oracle, Oracle SUN Servers, bugs, Windows Server, Oracle Solaris, Mac OS X, Linux, MS Office Suite, Office 365, Adobe Suite, Fresh Desk, ChurnZero, Moodle, Oracle SUN T, V Series Servers, TCP/IP, DHCP, DNS protocols, LAN/WAN, routers Cloud, Google GSuite, Google Cloud, PHP, My SQL database, GSuite.

Project history

03/2019 - 01/2020
Product Owner and UX Researcher
GUNEI SPA (Internet and Information Technology, 50-250 employees)

Responsible for discovering new opportunities and app enhancements to keep stable functionality of the AgendaPro platform.

* Evangelizing the Agile-Scrum culture to the organization.
* Understanding and delivering solutions to customers with 100% focus on the outcome (what they need)
* Keeping a collaborative work inter-area to promote a shared understanding of user story maps.
* Reduce to zero the errors after the releases and accomplishing the due date of the roadmap.
* Active participant as UX Researcher

01/2019 - 03/2019
Customer Success Manager
Gunei SPA (Internet and Information Technology, 50-250 employees)

Managed customer on-boarding process, developed new customer training sessions.

* Maintaining a customer adoption of the platform of 80% weekly.
* Ensuring customer satisfaction above 95% monthly.
* Collaborating to define the process flow from Sales to the Customer Success department, and help as QA for testing new functionalities of the platform.

06/2017 - 12/2018
IT Teacher
INSTITUTO IACC (Other, 500-1000 employees)

* Delivering lectures to students of Computer and Information Technology degree courses.
* Participating in updating learning material for web developing and IT project management
courses in concordance with the labour market needs.

01/2018 - 08/2018
IT Help Desk Team Leader
TIGABYTES (Internet and Information Technology, 250-500 employees)

Head of the Information Technology department in order to coordinate the Support area in Chile and Brasil of Google's G Suite and Cloud platforms.

* Documenting internal support process, Coordinated the workload of support engineers.
* Maintained internal/external customer satisfaction of 92% per year, an SLA response time of 10 minutes and a resolution time of 2 hours for High tickets.

09/2016 - 12/2017
Web Developer
ICIT SPA (Internet and Information Technology, 10-50 employees)

Responsible for working on the new internal web solutions for the company.

* Writing PHP code, CSS and JavaScript.

01/2011 - 08/2016
IT Support Analyst
Oracle Corporation (Internet and Information Technology, >10.000 employees)

Responsible for managing, analyzing and delivering solutions for Hardware incidents of Oracle SUN Servers to international customers located in the US, Canada, EU, Asia and India.

* Managing multiple calls and taking ownership of the customer's issue.
* Delivering analysis and solutions of the issue accordingly to the SLA specified in the contract.
* Collaborated to document known bugs in the auto-diagnostic platform called "Poirot" and reduced the resolution time from 30 minutes to a half of time.
* Audited the Service Requests of each Engineer and generated monthly reports.
* Performed the role of Technical coordinator in order to manage the service requests workload of engineers and achieve 15 minutes of effective response time to severity 1 issues.

Local Availability

Only available in these countries: Hungary
I will be based in Budapest, Hungary and with my work permit VISA on April, 2020.
Profileimage by Gonzalo Salinas IT Help Desk Team Leader, UX from Budapest IT Help Desk Team Leader, UX
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