Jose Gaviero

Experience

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  SELFOR21

  Apr 2008 - Jun 2008

  Computer Programmer

  • Collaborating on Telefonica I+D project• Developing Java algorithms and methods• Developing PHP/HTML chat application

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  Tour America

  Aug 2011 - Sept 2011

  Eurobecas Cajamadrid intern: Computer programmer

  • Developing Java sales department monitoring application• Developing PHP/HTML shopping account application

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  Grupo Renault España

  Mar 2012 - Sept 2012

  Computer Programmer

  • Developing Visual Basic quality control applications.• Developing Microsoft Excel employees control applications.• Debugging and improving old applications and code.• Programming database searching algorithms.• Designing Power Point slideshows.• Maintaining the department file system.• Teaching new crew members.

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  Convergys

  Jan 2013 - Jul 2015

  Technical Support and Customer Services

  • Providing customer service and technical support via phone, chat, email and forum to Microsoft Surface customers located in Spain, Mexico and United States.• Team Manager backup for Spanish and Finnish markets.• Providing second level technical assistance to support agents in a multicultural work environment.• Using soft skills to de-escalate interactions with upset clients.• Received training to help Microsoft Xbox customers.• Developing of HTML and Visual Basic applications used to increase support agents productivity. • Using CAT and LivePerson tools. Show less

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  BAE Systems Applied Intelligence

  Jul 2015 - Jan 2019

  Application Support Engineer

  • Providing technical support for financial customers around the globe on:- Applications that monitor banking activities to detect fraudulent interactions.- Tools that gather and analyze data related to social network fraud. • Primary tasks:- Reviewing technical issues with JSP interfaces reported by the clients.- Analyzing log and configuration files and databases to identify the source of the problem.- Troubleshooting where possible or escalating code-related issues to the Engineering team.- Tuning SQL queries.- Deploying and configuring applications on WebSphere, WebLogic and JBoss servers.- Managing Oracle, DB2 and SQL Server databases.- Handling support request tickets opened by customers through Jira.- Partnering both with other teams within the software lifecycle and with Account Management to speed up issue resolutions and ensure customer satisfaction.- Following up with clients through recurring conference calls and online meetings. Show less

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  LinkedIn

  Jan 2019 - Sept 2021

  Technical Escalation Specialist 1 / Enterprise Technical Specialist

  • Technical Escalation Specialist:- Second level support for technical member issues and product questions with advanced troubleshooting techniques.- Identifying and troubleshooting technical defects escalated by members of the Customer Support team.- Responding to questions from Customer Support and Sales teams through quick direct communication.- Escalation of complex problems to the Engineering team through Jira and communication of their resolutions to the Customer Support team.- Support tickets resolution through Oracle Service Cloud and Salesforce.- Usage of SQL and CURL sentences to obtain and handle data.• Enterprise Technical Specialist:- Direct communication with strategic LinkedIn Learning clients through email and video calls to treat complex issues and implementations that require in-depth investigation and relay to reproduce or resolve. Show less

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  LinkedIn

  May 2023 - now

  - Usage of an advance knowledge of LinkedIn Learning to resolve complex issues from different LinkedIn Learning teams and clients.- Troubleshooting of problems from the Customer Support team and education of its members to improve the support process.- Cooperation with the Engineering team to understand their scope and tasks and reduce the number of escalations.- Direct collaboration with Customer Support and Sales teams to provide first hand support to strategic customers in the Asian market.- Support tickets resolution through Oracle Service Cloud and Microsoft Dynamics 365.- Automation of data processing through the usage of Python and Bash scripts.- VBA script programming for CSV files data processing in Microsoft Excel. Show less

  • Technical Escalation Specialist 2

    Sept 2021 - now

  • Instructor

    May 2023 - Jul 2023