David Trujillo

Bilingual IT Support Specialist with over four years of professional experience providing technical support, troubleshooting software and account-related issues, and delivering high-quality technical support in fast-paced international environments. Experienced in managing high-volume ticket queues, diagnosing technical incidents, documenting solutions, and collaborating with cross-functional teams to ensure timely issue resolution while meeting service-level objectives. Currently pursuing a Bachelor's Degree in Software Engineering, with additional academic background in Automation Engineering.

Strong analytical, problem-solving, and communication skills combined with advanced English proficiency (C1). Passionate about technology, continuous learning, and delivering efficient technical solutions that improve user experience and operational performance.

Technical Support Specialist at 5CA (Client: Ubisoft) (2024-05 – 2026-01)

Provided bilingual Tier 1 technical support to an international customer base across North America and Europe, resolving technical incidents through a high-volume ticketing environment while consistently delivering excellent customer service and maintaining productivity standards.

• Investigated and resolved software, authentication, account recovery, connectivity, and application-related incidents for international users.
• Managed a continuous queue of technical support tickets using Salesforce, ensuring accurate documentation and timely case resolution.
• Diagnosed technical issues by analyzing customer reports, identifying root causes, and applying appropriate troubleshooting procedures.
• Assisted users with login issues, account security concerns, password recovery, and identity verification processes.
• Escalated complex technical incidents following internal procedures while providing complete documentation to higher support levels.
• Collaborated with internal departments by reporting recurring issues, documenting software defects, and contributing to continuous service improvement.
• Delivered technical assistance entirely in English through written communication while maintaining high standards of professionalism and customer satisfaction.
• Maintained compliance with internal quality standards, documentation procedures, and service-level objectives (SLAs).

Systems & Quality Control Assistant at Land Administration Consulting (2018-02 – 2021-07)

Provided internal technical support while assisting with software maintenance, digital document management, quality assurance activities, and standardization processes for engineering documentation.

• Delivered first-level technical support for hardware, software, and office equipment used by internal staff.
• Performed preventive and corrective maintenance for desktop computers and software applications.
• Maintained and supported the organization's internal web application, assisting with updates and operational continuity.
• Managed digital documentation, ensuring proper organization, backup procedures, and information availability.
• Participated in quality control processes by reviewing engineering reports and ensuring compliance with organizational standards.
• Developed and standardized templates and documentation formats to improve consistency and operational efficiency.
• Assisted employees in resolving technical issues related to software tools and internal applications.

Logistics Coordinator at Lean Solutions Group (2022-08 – 2022-11)

Coordinated transportation operations for freight movements across the United States while communicating with drivers, dispatchers, and customers to ensure accurate documentation and timely deliveries.

• Coordinated daily communication between drivers, dispatchers, and customers regarding shipment status.
• Verified transportation documentation to ensure compliance and operational accuracy.
• Investigated and resolved delivery-related issues involving schedules, documentation, and shipment status.

Bachelor's Degree in Software Engineering – Politécnico Grancolombiano (2027)

Automation Engineering – Universidad de La Salle (2014 – 2018)

Diploma in Hospitality Management – Canadian College (2021 – 2022)