Support Specialist at The Factory HKA Colombia Resume Sample

Hired by: The Factory HKA Colombia

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Support Specialist at The Factory HKA Colombia Resume Sample (Full Text Version)

Raphael Fisshin

Date of Birth: 1994-04-19

Email: hello@kickresume.com

Web: www.kickresume.com

Phone Number: 999-999-999

Perfil

Programmer driven by self-improvement with 5 years of experience where I have been teaching myself all the tools I need for a job, and learning as much as I can from those close to me. With special focus in process optimization, and offering a more efficient, comfortable, and intuitive experience to the end user.

With a passion for game development, including the designing phase of a game to the coding and play testing the implemented features. With ease I find myself switching mindsets from user to designer to programmer, so I can have a clear understanding of what each element would need to do or how would they approach a specific issue, and work on that.

Experienced in customer support area, I not only focus on the client but also offer a constant flow of UX/UI suggestions, with the improvement of the user's experience in mind, as well as offering resources that could lighten helpdesk's load.

Proactive tool suggestion generator to make available to customers, represented by a wiki that hosts useful information and frequently asked questions and the replacement of weekly advisories with pre-recorded tutorials.

Always in the process of researching new information, looking to understand processes from their core, to innovate, and not to turn down proposed challenges at a first glance.

Currently in charge of internal automation for a technological electronic billing provider. Working hand in hand with different libraries (detailed later) to reduce time in manual processes and in some cases, eliminate human interaction completely from some steps of those processes.

Education

12/2014 - 10/2016, Computer Science, Universidad Central de Venezuela, Caracas, Venezuela

Not completed due to country's socioeconomic situation.

2012, Bachiller en Ciencias, Unidad Educativa Colegio Paul Harris, Caracas, Venezuela

04/2020 - present, Varies, Udemy Training & Books

Learning C# by Developing Games with Unity 2019 - Packt
UI UX Design Hybrid Course — Master Web Development with CSS - Udemy
Learn Software Testing - Udemy
JavaScript From Scratch To Complete Understanding - Udemy

Skills

Languages

Spanish

English - Listening

English - Writing

English - Speaking

Programming Languages

Python

C#

SQL

Google Apps Script

JavaScript

CSS

HTML

MongoDB

GML (Game Maker Language)

PHP

Work Experience

12/2015 - current, Personal Projects

Games:

Re:Connector

https://gamejolt.com/games/reconnector/493312

Made for the AdvJam2020, a first serious attempt at a game jam as a solo developer, working during nights, this project was developed further but no newer built is available, only the video on the gamejolt page

Objective: Land the plane

https://tronikart.itch.io/oltp

Made for the GMTK Game Jam 2020, my first try at many things, 3D, particles, several levels, music and sound effects. This time I brought some help for the 3D models, as the time was of the essence (only 48h), with the theme Out Of Control in mind, I set to build a game where you had to land a plane while keeping fuel in mind, each level presents the player with text that will guide them through the map as well as a new malfunction on the plane they are handling.

Telegram Bots:

RadRetroRobot

Development of the multifunctional RadRetroRobot (http://t.me/RadRetroRobot) in Python, it has a system of plugins, including plugins for Last.fm, Steam, CoinMarketCap, MercadoLibre VE, OpenWeatherMap, Wikipedia. It also has the recognition of links from Tumblr, Facebook, Twitter, Imgur, gfycat and giphy to offer additional information or a more comfortable format for the user, always looking for a more comfortable experience within Telegram.

Source: https://github.com/Tronikart/RadRetroRobot/

Apart from RadRetroRobot, other projects in Python like VorpalRobot, MirrorRobot and RSSSlaveRobot with specialized functions.

VorpalRobot making use of the inline Telegram system to access the bot from any chat without adding it to a group.
MirrorRobot making use of libraries for handling images (Pillow).
RSSSlaveRobot making use of cronjobs to periodically review pages and publish in channels or store in databases the information collected and then publish it in different channels, like t.me/PuppersAndBorks, t.me/assortedComics, t.me/FantasyVault

Most of these bots are open source and available in my GitHub

04/2019 - Current, Support Analyst / Innovation Specialist, The Factory HKA Colombia S.A.S, Bogota DC, Colombia

Entering initially as N2 Support Analyst, handling customer service, database queries and weekly advisory. Currently part of the Innovation Area, in charge of several projects that aim easing the day-to-day manual and repetitive work.

Later switched to the Innovation department where I lead the development of tools to be used by both coworkers and clients to make processes easier, making use of RPA, Neural Networks, Desktop apps and several other batch processes to automate repetitive tasks.

In constant communication with several departments, getting to know the process from within, often finding more than once aspect to automate and improve in the process.

04/2016 - 07/2016, Technical Support II, Corpocapital, Venezuela, Caracas

Started as a technical support for the company, changed to the development department during the first few weeks to solve previous errors and put into operation a PHP ticketing system to facilitate the administration of the department; later a similar system was developed in Odoo

Position Overview:

As a Support Specialist, you are a dedicated professional providing assistance and solutions to end-users or customers. Responsibilities include addressing inquiries, troubleshooting issues, and guiding users through technical processes. Your role involves effective communication, documentation of support interactions, and collaborating with other teams to resolve complex problems. Strong problem-solving skills, patience, and a customer-centric approach are essential. As a Support Specialist, you play a crucial role in ensuring customer satisfaction, maintaining positive relationships, and contributing to the overall success of the organization through responsive and efficient support services.

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