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Crismar Pacheco

@crismarpacheco

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Proactive technical support specialist with a passion for problem-solving.

Canada

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What I'm looking for

I seek a role that fosters growth, values work-life balance, and allows me to contribute meaningfully.

I am a curious and proactive support specialist who enjoys helping people solve technical problems and ensuring customers feel supported every step of the way. With over 10 years of remote work experience, I thrive in collaborative environments and have a clear communication style that enhances customer interactions.

Currently, I deliver customer support for a SaaS-based learning management system, resolving over 80 technical support requests weekly. I have developed more than 50 knowledge base articles and contributed to the creation of 150+ online courses, significantly reducing support ticket volume and establishing scalable self-service resources.

My previous roles have equipped me with strong analytical thinking and adaptability to new technologies. I have successfully trained new team members and managed technical upgrade projects, ensuring high customer satisfaction and minimal downtime. I am now looking for an opportunity where I can continue to learn, contribute meaningfully, and grow with a company that values its people and work-life balance.

Experience

Work history, roles, and key accomplishments

Current

Learning System Support Specialist

Current

GP Strategies

Sep 2015 - Present (9 years 10 months)

Provided customer support for a SaaS-based learning management system (LMS), resolving over 80 weekly technical support requests and troubleshooting authentication errors. Built and maintained an internal knowledge base, documenting 25+ technical processes to reduce response times and enable team scalability. Executed weekly data reconciliation of 390+ learner records in SAP SuccessFactors, ensuri

Customer Support Technical Troubleshooting SaaS LMS SAP SuccessFactors

IT Support Specialist II

Brinks Venezuela

Oct 2013 - Feb 2014 (4 months)

Provided second-level technical support for 500+ enterprise users via remote and on-site, achieving 90% customer satisfaction through effective troubleshooting. Managed a technical upgrade project for over 100 users, ensuring zero data loss and minimal downtime while completing deliverables 30% faster than projected.

Technical Support Troubleshooting Customer Satisfaction Enterprise Management

IT Support Analyst

Banco Exterior

Sep 2009 - Dec 2012 (3 years 3 months)

Diagnosed and resolved technical issues for over 2,000 internal users via phone, email, and remote tools, consistently meeting SLAs and achieving an 80% first-call resolution rate. Created comprehensive technical support documentation and a knowledge base, reducing team response time by 30% and improving knowledge sharing. Managed technical escalations, coordinating with specialized teams to ensur

Technical Support Troubleshooting SLA Management Call Resolution Documentation Knowledge Base Remote Tools

Education

Degrees, certifications, and relevant coursework

Microsoft

Certification, Cloud Computing

2024 - 2024

Completed the Azure Fundamentals (AZ-900) certification, gaining foundational knowledge of cloud services and how those services are provided with Microsoft Azure. Developed an understanding of core Azure services, solutions, and management tools.

Google

Certificate, Data Analytics

2022 - 2023

Completed a comprehensive program in data analytics, focusing on Google Analytics tools and methodologies. Gained expertise in data collection, analysis, and reporting to drive business insights.

Alejandro de Humboldt University

Bachelor of Science, Computer Science Engineering

Studied core principles of computer science and engineering, including software development, algorithms, and data structures. Gained expertise in system analysis, design, and implementation, preparing for a career in technology.