Giorge Ab
@giorgeab
I resolve SaaS, web, network, and help desk issues for customers in English and Spanish.
MexicoWhat I'm looking for
I've supported customers and technical platforms for Q4 Inc., Tech Mahindra, Ubiquiti, DoorDash, and Tijerina Legal Group. I work across phone, email, chat, remote access, and CRM tools to keep requests moving and customers informed.
At Q4, I provided live website editing and technical support for investor websites and the Q4 platform, updating HTML and CSS content, staging events and multimedia, and coordinating requests with directors, executive managers, Customer Success Managers, and support teams.
I've resolved service desk and escalated support issues involving ServiceNow, Salesforce, Zendesk, Okta, payment tools, POS systems, mobile devices, account access, and network connectivity. At Ubiquiti, I supported UniFi deployments, troubleshooting DHCP, SSH, VLAN, wireless, hardware, and Layer 3 adoption issues for clients worldwide.
I'm passionate about building strong customer relationships, improving support processes, and delivering clear, efficient help in remote environments. I bring bilingual English and Spanish support along with hands-on web, SaaS, and networking experience.
Experience
Work history, roles, and key accomplishments
My responsibilities included confirming appointments, documenting client interactions in Litify (a Salesforce-based CRM), and routing calls to the appropriate team members. I contributed to the successful progression and resolution of legal cases by ensuring effective communication and client support.
As a Support Team Associate and Web Analyst, I provided live website editing and technical support for investor websites and the Q4 platform. My responsibilities included updating website content, editing HTML and CSS, performing web design tasks, and maintaining website content. I also supported the creation and staging of events and multimedia content.
I supported devices used by the Flexible Fulfillment (FFM) team, including Zebra mobile devices, Zebra printers, HIP printers, iPads, Android tablets, and personal iOS and Android devices. These devices were configured to use Intelligent Hub, where users could access and download the applications and tools required for their daily operations.
As a Tier 3 Support Agent, I resolved complex cases escalated from Tier 1 and Tier 2 support, troubleshooting merchant issues related to store operations, password resets, DoorDash tablets, remote access, payment processing, POS systems, user roles and permissions, account activations, ownership transfers, and marketing promotions.
I supported UniFi deployments managed through the UniFi Network Controller, whether hosted on a UniFi Dream Machine (UDM), UniFi Cloud Key (UCK), or installed on a local computer or cloud server. My responsibilities included troubleshooting network connectivity issues, Layer 3 (L3) adoption, DHCP and SSH configuration, hardware-related problems, network configuration, guest networks, VLANs. etc.
Customer Service Representative CSR
Apr 2016 - Sep 2017 (1 year 5 months)
Provided support to Uber users and drivers through Zendesk CRM and ServiceNow ticketing systems. Assisted with fare adjustments, trip cancellations, GPS troubleshooting, app access issues, new driver registration and onboarding, user incident support, and administrative inquiries.
• KPI monitoring and compliance.
• Customer satisfaction and user support.
CRM and ticketing system proficiency.
Education
Degrees, certifications, and relevant coursework
Universidad UMOV
Bachelor of Engineering, Computer Systems Engineering
2025 - 2027
Pursuing a degree in Computer Systems Engineering.
Coursera
Introducción al HTML5, Computational Science
2021 - 2021
Introducción al HTML5
Platzi
Curso de Programación Básica.
2020 - 2020
Construcción de primer sitio web con HTML, CSS y JS.
Platzi
Curso de Redes Informáticas de Internet, Telecommunications Engineering
2019 - 2020
Curso de la arquitectura de redes computacionales e Internet.
Centro de Capacitación Musical Artistica CCMAA.
Lic. En Piano Arreglo y Composicion Musical, Arreglo y Producción musical
2013 - 2016
Universidad Latinoamericana, S.C.
Preparatoria, Media Superior
2006 - 2009
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Salary expectations
Social media
Job categories
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