Andrés A Ch

Technical services and project coordination professional with 9+ years of experience, including four years at HP and 5+ years supporting global enterprise operations with Buildingi (CBRE). Reviews onboarding materials and support practices, providing specific feedback on accuracy, clarity, and adherence to procedures. Manages service requests, investigates workflow issues, and maintains documentation to support consistent service delivery.

Technical Project Coordinator at Buildingi (CBRE) (2021-01 – Present)

• Review onboarding training materials and provide structured feedback on accuracy, clarity, practical scenarios, and alignment with team procedures; recommend specific revisions to improve their usefulness.
• Provide service leads with documented examples of gaps in ticket logging, routing, and handoffs, explaining their impact and recommending improvements to queue monitoring and prioritization.
• Manage global support requests from intake through resolution, monitoring SLA commitments, validating information, and coordinating escalations across teams.
• Investigate workflow and data discrepancies involving purchase orders, change orders, invoices, and security applications; document findings and coordinate corrective actions with partner teams.
• Develop and maintain user guides, process documentation, and support templates to standardize workflows and improve the quality of user communications.
• Deliver user training and maintain SharePoint collaboration environments according to defined templates, permissions, and governance standards.

Technical Support Specialist at HP Inc. (2017-01 – 2021-01)

• Provided remote technical support to customers and field technicians, diagnosing hardware and service issues and recommending appropriate next steps.
• Reviewed and validated onsite technicians' parts recommendations for diagnostic accuracy and proposed alternative solutions when appropriate.
• Managed cases from diagnosis through parts recommendations, dispatch coordination, and onsite service monitoring, maintaining clear case documentation.
• Monitored case progress, coordinated escalations, and worked with field teams to support timely resolution and consistent customer service.

Associate Degree in Project Management – Universidad Hispanoamericana, Costa Rica (2025 – 2026)

Associate Degree in Graphic Design – Instituto Tecnológico de Costa Rica (2020 – 2021)