Open to opportunities

David Grisales

@davidgrisales

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Helpdesk Support Specialist with expertise in technical support and optimization.

Colombia

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What I'm looking for

I am seeking a role that fosters growth, collaboration, and innovation in technical support.

I am a dedicated Helpdesk Support Specialist with a proven track record of delivering exceptional technical support and optimizing system performance. Currently, I work at Lean Tech, where I have achieved a 95% customer satisfaction rate by effectively managing the end-to-end resolution process for technical support. My proactive approach has led to a 30% reduction in response time and a 20% improvement in system efficiency, enhancing the overall customer experience.

Previously, I served as a Service Desk Leader at Parameta SAS, where I provided hyper-care support in English and Portuguese, achieving a remarkable 98% customer satisfaction rate. My technical skills in Python, SQL, and Power BI have enabled me to troubleshoot incidents effectively, contributing to a 40% reduction in incident resolution time. I am passionate about knowledge sharing and have played a key role in developing a knowledge base system that improved team efficiency by 30%.

Experience

Work history, roles, and key accomplishments

Current

Helpdesk Support Specialist

Current

Lean Tech

Jul 2024 - Present (1 year 11 months)

Provided technical support for the TRANSFLO suite, achieving a 95% satisfaction rate. Managed customer support processes, reducing response times by 30% and improving system efficiency by 20%. Developed a knowledge base that increased team efficiency by 25%.

Service Cloud Technical Support Customer Satisfaction

Service Desk Leader

Parameta SAS

Nov 2023 - Mar 2024 (4 months)

Delivered hyper-care support for SaaS products in English and Portuguese, achieving a 98% satisfaction rate. Improved incident resolution time by 40% using tools like Python and SQL, and enhanced team efficiency by 30% through knowledge sharing.

Python SQL Power BI

Customer Support Analyst

Genius Sports

Nov 2022 - Jul 2023 (8 months)

Facilitated client communication and issue resolution using JIRA, achieving a 35% faster resolution time. Improved operational efficiency by 25% and reduced onboarding time by 20% through effective client integration.

Jira Client Communication SQL

Live Feed Data Analyst

Genius Sports

Oct 2021 - Oct 2022 (1 year)

Conducted data input and analysis for sports events with a 99% accuracy rate. Improved workflow efficiency by 20% and enhanced project coordination by 30% through effective communication across departments.

Data Analysis Project Coordination Staff Training Multitasking

Education

Degrees, certifications, and relevant coursework

Minuto de Dios College

Bachelor of Business Administration, Business Administration

2022 - 2026

Pursuing a Bachelor of Business Administration with concentrations in Finance, Strategy & Management Consulting and a minor in Economics.

SENA

Technical Discipline in Programming for Mobile Phones, Programming

2023 - 2025

Studying a Technical Discipline in Programming for Mobile Phones, focusing on Android Development, Cross-Platform Development, and Mobile User Experience.