Marco Vinicio S.

Experience

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  Nortel Networks

  Mar 2000 - Jan 2005

  Technical Support 1998 - 2000 / 2002 - 2005Field Customer situations and provide support where required.*Contributed to increased revenue by providing superior technical support on Periphonics (Nortel) Calling Card Application both domestically and internationally.*Troubleshoot customer problems and provided solutions.*Answer customer Application questions.*Analyzed customer situations and assigned appropriate corporate resources.*Translated documents, phone calls and conversations from Spanish, French or Italian to English increasing internal and external communications. Mostrar menos Software Tester (Test/Software Quality Assurance) 2000 - 2002Designed and developed test specifications to uncover software deficiencies for various products. Responsible for testing the application development and function/performance in the UNIX development environment. Reported status and defects; ensure that previously reported problems were corrected accordingly.*Improved reliability of software by developing functional test plans.*Utilized language skills to test and perfect software for international markets.*Increased dependability and customer satisfaction by developing a test protocol for a key product. Mostrar menos

  • Technical Support Specialist

    Nov 1998 - Jan 2005

  • Software Tester

    Mar 2000 - Mar 2002
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  J. Kings Food Service Professionals

  Jan 2006 - Oct 2013

  Technical Support / Systems Administrator

  J. KINGS FOOD SERVICE PROFESSIONALS, Holtsville, NY Information Technology Support EngineerAssisted staff on technical situation as well as onsite customers• Maintained and provided assistance on corporate Order Entry System.• Configured, maintained and provided assistance on Vocollect System.• Loaded software, configured and maintained (Motorola-Symbol) VRC's and Handheld devices for warehouse use.• Performed weekly updates on Company's Website.• Managed Corporate's phone system as well as weekly backups of all systems.• Assisted office staff with all computer and any other technical problems including cellphones. Mostrar menos

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  Hewlett Packard Enterprise

  Jul 2014 - Sept 2017

  Software Engineer
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  Micro Focus

  Oct 2014 - Nov 2019

  Premium Software Support Engineer
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  Tek Experts

  Nov 2019 - May 2023

  Premium Software Support Engineer

  Senior Premium Software Support Engineer • Dedicated engineer for specific premium accounts on two cloud applications (Operations Orchestration(OO) and Cloud Service Automation(CSA) As well as the Service Management Automation Suite (SMAX)• Own overall relationship with assigned customers, which includes managing support cases, assistance during patch implementation, cooperation when planning upgrades in order to ensure requirements and smooth transition to next version. maintaining retention, and high levels of customer satisfaction• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate new releases. Mostrar menos

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  IBM

  May 2023 - now

  Technical Account Manager