Open to opportunities

Cristian Badilla

@cristianbadilla

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Capable professional with expertise in technical support and training.

Zimbabwe

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What I'm looking for

I am looking for a role that offers opportunities for growth, collaboration, and the chance to make a meaningful impact in a dynamic team environment.

I am a versatile professional with extensive experience in technical support, knowledge management, and quality assurance. My journey began in customer service, where I developed a keen attention to detail and a strong foundation in managing security incidents and problem resolution. I have honed my skills in various IT tools, including SQL Developer, Splunk, and Jira, which have enabled me to provide exceptional support and training to my colleagues.

Throughout my career at DHL IT Services, I have taken on multiple roles, from Service Desk Analyst to Application Support Analyst. My responsibilities have included managing teams, conducting training sessions, and ensuring that business needs are met efficiently. I am driven to exceed expectations and empower my colleagues to improve their performance through effective mentoring and training.

With a strong educational background in English teaching and certifications in cybersecurity and database management, I am well-equipped to tackle complex challenges in the IT field. I am passionate about continuous learning and development, both for myself and those I work with, and I strive to create a positive impact in every role I undertake.

Experience

Work history, roles, and key accomplishments

Current

Application Support Analyst

Current

DHL IT Services

Jun 2023 - Present (2 years 1 month)

Provided support via SQL Developer to application databases, reviewing logs in Splunk, and working with tools like Jira, Kafka, Openshift, and Postman. Ensured timely resolution of application issues and maintained database integrity.

SQL Development Splunk Jira Kafka OpenShift Postman Database Management Application Support Log Analysis Technical Troubleshooting

QA-TR Regional Specialist

DHL IT Services

Dec 2022 - Present (2 years 7 months)

Collaborated with Service Desk team leaders and the global QA-TR tower to align processes and address business needs promptly. Served as the primary contact for all training and quality-related matters.

Quality Assurance Training Process Improvement Service Desk Stakeholder Management Business Alignment Communication Problem Solving

IT Service Desk Specialist

DHL IT Services

Sep 2020 - Present (4 years 10 months)

Served as a point of contact for team inquiries, managed online meetings with Business Units, and provided training to colleagues and new joiners. Updated knowledge articles, ran reports for KPIs, and managed security incidents and problem management.

Knowledge Management Training Delivery KPIs Security Incident Management Problem Management Team Leadership Power BI

Senior Service Desk Analyst

DHL IT Services

Apr 2018 - Present (7 years 3 months)

Coordinated the chat team to ensure smooth operations and planned transitions to other regions. Conducted meetings and trainings, collaborating closely with team leads and specialists.

Chat Support Team Coordination Training Process Improvement Communication Mentoring

Service Desk Analyst

DHL IT Services

Mar 2016 - Present (9 years 4 months)

Handled calls and chats to resolve user technical issues, documented new processes in the knowledge base, and managed tickets raised via the web. Provided essential first-line technical support to users.

Technical Support Customer Service Knowledge Management Ticketing Troubleshooting Communication Problem Solving IT Support

Interpreter

Language Line Solutions

May 2015 - Present (10 years 2 months)

Interpreted calls from various companies, facilitating communication between agents and end-users across a wide range of scenarios. Handled customer service, technical support, and emergency calls.

Interpretation Multilingual Communication Customer Service Technical Support Emergency Response Cross Cultural Communication Active Listening Confidentiality

English Teacher

SIGMA Business Group

Mar 2015 - Present (10 years 4 months)

Planned and delivered English classes to teenagers and adults in groups of about 6 people. Focused on improving conversational and business English skills for diverse learners.

Adult Education Lesson planning Curriculum Development Communication

English Teacher

CEMU (Centro Educativo Mundo Unido)

Feb 2015 - Present (10 years 5 months)

Managed primary school groups of approximately 10 children, planning and delivering English classes. Actively participated in teacher's meetings to discuss curriculum and student progress.

Curriculum Development Classroom Management Lesson planning Communication Mentoring Educational Assessment

Sales Representative

Startek

Dec 2013 - Present (11 years 7 months)

Handled customer service calls from users and offered services and promotions to new or existing customers for Time Warner Cable. Focused on sales and customer retention.

Sales Customer Service Telemarketing Product Promotion Customer Retention Communication Problem Solving

Customer Service

Equifax

Jul 2013 - Present (12 years)

Handled customer service calls for The Work Number, addressing inquiries and providing support to users. Focused on resolving customer issues efficiently and professionally.

Customer Service Communication Data Entry Customer Support Active Listening Conflict Resolution

Customer Service

Sykes

May 2012 - Present (13 years 2 months)

Handled customer service calls and provided basic technical support for AT&T users. Assisted with troubleshooting and resolved common technical issues.

Customer Service Technical Support Troubleshooting Communication Problem Solving Data Entry Customer Relations

Education

Degrees, certifications, and relevant coursework

Universidad Nacional

English Teaching Major, English Teaching

Completed a comprehensive program focused on English language pedagogy and teaching methodologies. Developed strong instructional skills for diverse learning environments.

Liceo San Pedro

High School Diploma, General Studies

Completed secondary education, gaining foundational knowledge across various subjects. Developed strong academic skills and prepared for higher education.