Jairo Guerra
@jairoguerra1
IT support team leader at Enviame SPA, supervising a four-person team and resolving complex support cases before development escalation.
ChileWhat I'm looking for
At Enviame SPA, I moved into the IT Support Leader role, supervising four people and reviewing service volume and quality. I also handle complex support cases as a second-level resource before they go to the development area.
Previously at Enviame SPA, I contributed to creating support documentation and procedures and implementing reporting systems. At Farmacias Ahumada, I coordinated field technicians and supported the diagnosis, configuration, maintenance, and repair of store technology.
Experience
Work history, roles, and key accomplishments
IT Support Leader
Enviame SPA
Feb 2022 - Present (4 years 8 months)
Promoted to team leader supervising four people, providing feedback, analyzing service volume and quality, and handling complex cases as second-level support.
QA and Support Analyst
Enviame SPA
Dec 2020 - Jan 2021 (1 month)
Created documentation and procedures, implemented reporting systems with Slack, provided user support, compiled reports, maintained databases, and performed unit testing.
Field Technicians Supervisor/Coordinator
Farmacias Ahumada
Aug 2019 - Nov 2020 (1 year 3 months)
Coordinated field technicians and managed dispatch and reception of computer equipment for commercial premises.
Field Technical Support
Farmacias Ahumada
Jun 2018 - Jul 2019 (1 year 1 month)
Performed field technical support including diagnosis, configuration, maintenance, and repair of POS equipment, servers, switches, and printers, and installed equipment for new stores.
IT Support Agent
CGS Chile
Nov 2014 - Apr 2018 (3 years 5 months)
Provided remote support for Transbank's Webpay Plus service, including technical advice, certification tasks, monitoring, and incident resolution.
Education
Degrees, certifications, and relevant coursework
CIISA
Network Connectivity Technician, Network Connectivity
2017 -
Enrolled in the Network Connectivity Technician program, but did not finish due to lack of economic resources.
Universidad de Concepción
Bachelor of Legal and Social Sciences, Legal and Social Sciences
2005 -
Pursued a Bachelor of Legal and Social Sciences for three years, but did not complete the degree.
Tech stack
Software and tools used professionally
Availability
Location
ChileAuthorized to work in
Salary expectations
Social media
Job categories
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