Steven López Ortiz

Delivers Tier 2 and Tier 3 technical support to enterprise clients, owning cases through resolution with timely updates and resolving 40+ tickets per month while maintaining a 90%+ CSAT. Escalates complex issues to Engineering through Jira with reproducible bug reports and guides customers through on-premise license server installation and troubleshooting.

Delivered ticket-based Tier 1 support in Zendesk for Unity products and services, resolving an average of 200+ tickets per month for customers primarily in US time zones. Diagnosed user issues with effective questioning, escalated complex cases, and consistently maintained a CSAT above 80%.

Managed production orders end to end and supervised plant floor operations for a team of 8 operators, serving as the site administrator's right hand on operational decisions. Led occupational health and safety initiatives, including safety documentation and procurement of plant supplies.

Delivered customer service and sales support via chat for the U.S. market on US-hours schedules, managing company software tools throughout the process. Led a team of 14 as Team Lead, owning scheduling, performance reporting, and on-floor support.

Designed, quoted, and performed field installation of industrial piping and integrated mechatronic systems spanning electronic, electrical, mechanical, hydraulic, pneumatic, and gas components. Diagnosed and repaired industrial machinery on-site, restoring equipment to full operation.

Provided in-person customer service, managing reception, payment, and cash handling with full accountability. Diagnosed and repaired consumer electronics and home appliances.

Bachelor's Degree in Mechatronics Engineering from Universidad Tecnológica de Pereira.

Studied English for bilingual proficiency and second language learning.