Gilberto Bernal
Bilingual Customer / Technical Support Agent
Hire this person
Send a job offer directly to this candidate
About
I am a Customer/technical Support Agent with more that 12 years of experience in Canada. During my years of experience, I had the opportunity to develop my customer service, languages, and personal skills. Below some of my skills:
- Good listener, creative thinker and analytical problem-solver.
- Track record as team player with strong customer focus.
- Good administrative and leadership skills.
- Proficient with SQL Databases: SQLite, MySQL.
- 10+ experience as customer support and technical support specialist.
- Fluent in Spanish, English and French
Experience
Domain Registration Services Inc , Markham – Ontario – Canada
1/2016 - 9/2022 - Technical / Customer Support Representative.
All the previous Senior Technical Support duties in addition to the following responsibilities.
- Contributing in the planning and implementation of new applications and services.
- Establishing patterns of recurring issues and providing input and feedback to the development team.
- Created and currently maintaining a problem-solution database that reduced the time to process, respond and close customers request tickets by 30%.
- Created and currently updating basic metrics that allow continuous evaluation and improvement of the technical support service.
Supporting customers’ requests via telephone, fax and email, related to the following services:
- Connecting ( Mapping ) domain names with services by creating DNS zone records.
- ( A, CNAME, URL, MX, TXT, SRV, SPF, DMARC records)
- Setup hosting services: ftp connections, security, sub domains, firewalls.
- (Troubleshoot web servers, web-site code: html, php, JavaScript, sql using DevTools.)
- Database servers: import, export, backup, security, ftp connections, SQL commands.
- ( PHPAdmin, MySQL, MysqlAdmin, Cpanel )
- Setup email service: email clients configuration, POP, SMTP, IMAP,SSL, security.
- ( Outlook, MacMail, Thunderbird, smart-phones, tables )
- Opening, following up and closing customer request tickets.
- Supporting customers having technical problems with our web hosting, dns, and email service
- Escalate request to Senior Support when needed .
- Helping customers register domain names and set up related services such as email , web hosting, DNS service.
Education
Deep Learning Specialization - Coursera
2/2021 - 8/2021
Certificate in Cloud Computing, University of Toronto, School of Continuing Studies
9/2014 - 9/2015 Three courses
Business Intelligence Fundamentals, University of Toronto, School of
Continuing Studies.
2011 - 2011 One course
Oracle - SQL & Oracle Development using PL/SQL,
Seneca College of Applied Arts and Technology
2008 - 2008
