Agustin Lastra
@agustinlastra
I improve B2B support workflows through incident triage, escalation, and faster resolution.
ArgentinaWhat I'm looking for
I've managed the full lifecycle of technical incidents for B2B corporate accounts at Telecom Empresas, from intake and diagnosis through engineering escalation and closure for more than 20 clients.
At iRestore DV, I led Apple hardware support operations handling close to 100 monthly cases and cut average resolution time by 35% by redesigning intake, standardizing diagnostics, and routing work by technician specialty. I also built RMA case-traceability and stock-control processes that eliminated misplaced units.
Most recently, I analyzed 350+ historical tickets for a B2B SaaS case study and designed a category-based triage, escalation, and root-cause tracking workflow. I'm a native Spanish speaker with working English proficiency and full overlap with US business hours from UTC-3.
Experience
Work history, roles, and key accomplishments
- Led the support operation for Apple hardware, managing close to 100 monthly cases with end-to-end traceability from intake through resolution and follow-up.
- Cut average resolution time by 35% by redesigning intake, standardizing diagnostic steps, and assigning work by technician specialty instead of availability.
- Built a case-traceability and stock-control (RMA) process that eliminated mispl
- Oversaw support operations across up to 6 simultaneous branches and served as the escalation point for complex Level 2 incidents.
- Trained 8 technicians in diagnostic procedures and standardized workflows across branches, reducing inconsistency in how the same issue was resolved at each branch.
- Implemented a warranty and case-tracking system that gave management visibility into recurring fail
- Served as technical-commercial point of contact for over 20 corporate clients, managing between 4 and 12 daily tickets through initial diagnosis, escalation to engineering, and follow-up to resolution.
- Managed the full incident lifecycle using Oracle Siebel CRM: intake, diagnosis, engineering coordination, and closure, ensuring operational continuity for each account.
- Maintained direct commu
Education
Degrees, certifications, and relevant coursework
Instituto Santa Barbara
Coderhouse
UX/UI Designer
Cell Mobile
Advanced Microelectronics
Google IT Support Professional Certificate
Tech stack
Software and tools used professionally
Availability
Location
ArgentinaAuthorized to work in
Social media
Job categories
Skills
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