Open to opportunities

Sebastian ochoa

@sebastianochoa

Message

Proactive IT support professional with strong troubleshooting skills.

Colombia

Message

What I'm looking for

I am looking for a role that values collaboration and offers opportunities for growth.

As an IT support professional, I pride myself on being proactive and adaptable, with a strong background in technical troubleshooting and remote support. My experience spans various industries, including telecommunications, healthcare, logistics, and IT, where I have consistently delivered excellent service and built strong client relationships. I am recognized for my ability to handle tickets efficiently, solve hardware and software issues, and guide users with clarity and empathy.

Throughout my career, I have developed proficiency in tools such as Zendesk, Jira, and Microsoft Excel, which have enabled me to document technical processes effectively and support users during onboarding. My role as a Customer Support Engineer at Aventior allowed me to provide live chat and email-based technical support for a clinical research SaaS platform, where I diagnosed user issues and collaborated with product teams to enhance service delivery. I am committed to continuous improvement and ensuring client satisfaction in every interaction.

Experience

Work history, roles, and key accomplishments

Customer Support Engineer

Aventior

Jan 2024 - Dec 2024 (11 months)

Provided technical support via live chat and email for a clinical research SaaS platform, diagnosing user issues and guiding them through resolutions. Documented recurring problems, escalated logic bugs, tracked ticket progress, and collaborated with product and support teams to improve service delivery.

Technical Support Live Chat Email Support SaaS Support Troubleshooting Zendesk Jira Documentation Client Communication

Customer Service Representative

Good Lucky Solutions

Jun 2023 - Dec 2023 (6 months)

Scheduled medical appointments and provided support to users experiencing issues with the platform. Maintained accurate records, managed sensitive information securely, and fostered positive experiences through empathetic communication.

Customer Service Scheduling Platform Support Data Management Communication Healthcare

Logistics Coordinator

Lean Staffing

Oct 2021 - May 2023 (1 year 7 months)

Coordinated data entry, invoicing, and shipment tracking using digital tools. Collaborated closely with operational teams and vendors to ensure accurate asset tracking and updates.

Logistics Coordination Data Entry Invoicing Shipment Tracking Vendor Management Collaboration Microsoft Excel

Bilingual Tech/Customer Service Advisor

ADT

Jun 2020 - Sep 2021 (1 year 3 months)

Provided bilingual technical and customer service support for alarm systems and hardware configurations. Assisted in troubleshooting device issues, tracking replacements, and reporting usage data.

Technical Support Customer Service System Configuration Troubleshooting Device Management

Bilingual Tech/Customer Service Representative

Allus

Sep 2015 - Dec 2016 (1 year 3 months)

Delivered remote technical support for mobile and internet services. Guided users through diagnostics, resets, and service configurations.

Technical Support Customer Service Mobile Troubleshooting Diagnostics

Education

Degrees, certifications, and relevant coursework

Servicio Nacional de Aprendizaje (SENA)

Technologist, Design and Integration of Mechatronic Automation

Studied the principles and practices of designing and integrating mechatronic automation systems. Gained skills in areas such as robotics, control systems, and industrial automation.