I'm seeking a role where I can leverage my 18+ years in customer support and technical expertise to build strong client relationships and drive success. I thrive in remote setups, excel in problem-solving, and enjoy mentoring. Fluent in English and Spanish, I value growth, stability, and impactful work in a team that fosters learning, collaboration, and clear expectations.
JB
Looking for a job
Juan Bonilla
@juanbonilla
Dynamic Support professional with 18+ years of expertise in IT, SaaS, and Customer Service.
ColombiaWhat I'm looking for
Dynamic Customer Support professional with over 18 years of proven expertise in IT, SaaS, and Customer Service—bolstered by 3+ years in management and 5+ years of fully remote work experience. I excel at delivering high-quality technical support both on-site and through phone, chat, and email channels. As a bilingual (English/Spanish) specialist with exceptional language, technical, and soft skills, I consistently exceed expectations in servicing English-speaking customers and diverse client bases. My unique blend of hands-on experience, cultural compatibility and proven communication abilities makes me an outstanding asset for any company looking for top-tier talent at a competitive wage.
Experience
Work history, roles, and key accomplishments
SL
Current
MSP Helpdesk Technician
Support Adventure Ltd.
Feb 2021 - Present (4 years 3 months)
Provided Level 1 & 2 IT support via phone and email, ensuring top-tier service for end users and junior techs. Managed client requests, liaised with vendors, documented issues, and completed projects efficiently. Boosted case resolution rates, improved SLA compliance, streamlined documentation, mentored junior staff, and pioneered bilingual support, enhancing team performance and service quality.
SC
Technical Support Representative
Sutherland Global Services Colombia
Mar 2015 - Apr 2017 (2 years 1 month)
Provided bilingual technical and billing support for Google Workspace via phone, chat, and email. Managed complex cases, identified product issues, and relayed findings to Google for improvements. Guided new reps with product expertise. Boosted team productivity, increased case resolution rates, and enhanced SLA compliance through problem-solving and knowledge sharing.
TC
Supervisor
Teleperformance Colombia
Apr 2017 - Apr 2017 (0 months)
Led and motivated a remote team of 19–25 CSRs, ensuring policy adherence and operational success. Supported management with administrative tasks to boost efficiency. Consistently exceeded 100% of objectives, facilitated team promotions, and enhanced data collection systems, improving productivity and KPI accuracy across the operation.
SE
Freelance IT Technician
Self-employed
May 2006 - Apr 2017 (10 years 11 months)
Installed and configured hardware/software, troubleshooting issues efficiently. Ensured safety compliance, repaired hardware, upgraded systems, and installed security solutions. Managed backups and built networks. Excelled in customer care, strengthened client relationships, gained expertise in security, and provided tailored IT solutions across diverse environments.
Education
Degrees, certifications, and relevant coursework
SS
Servicio Nacional de Aprendizaje SENA
Technical Diploma, Information Technology
2009 -
Completed a Technical Diploma in IT support, enhancing skills in troubleshooting, hardware and software installation, and customer service.
CI
Colegio Interamericano
High School Diploma, General Education
2004 -
Achieved a High School Diploma, providing foundational education and skills necessary for further studies and professional development.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
ColombiaAuthorized to work in
Salary expectations
34k-42k USD
Social media
Job categories
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