Nicolas R. S. C. freelancer experto en Technical Support, Servicio al Cliente, Administración de Proyectos

Nicolas R. S. C.

Senior Support Engineer en CA Technologies

0 / 5

Chile
Valor hora:

CL$ 10.000,00

IT & Programación

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Sobre mí
I'm computer engineer with +6 years experience. I'm CA Clarity PPM certified professional.
I worked as Services Consultant / Consultant Presales & Support Engineer.

My current role is Senior Support Engineer supporting CA Clarity PPM solution (Project & Portfolio Management) with our LATAM customers and sometimes working with US customers as well wifh focus in resolve complex IT issues and provide the best support experience and help to customer achieve strategic goals.

The main tasks under this role:

1) Case Management: Be able to understand customer issue and business impact and try to provide some fast workaround while the root cause is investigated providing final resolution typically under: Phone & Webex (remote session)

2) Be able to get steps to replicate issues in order to apply same steps under our own environments running same version/build and database version advising about expected/current behavior

3) Raise product defect under issue defect tracking system typically JIRA software.

4) Create Knowledge Base articles
5) Work very close with Customers, Partners and Sustaining Engineer Group
Historia laboral
* CA Technologies (Computer Software): Responsable de clientes ON-PREMISE / ON-DEMAND tanto en territorio LAM, con apoyo dedicado a USA de forma frecuente.
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Posición del perfil: Bronze

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