Guillermo Morales

About Guillermo Morales

Motivated individual in expanding my knowledge within the software and technology industry. Studying, interpreting, and identifying different coding languages such as SQL, Python, HTML, CSS, JavaScript, etc. I have 2+ years of software studies and 3+ years of Tech/Hardware experience. The extent of my experience comes from my continued studies in software development focusing Full Stack and Backend techniques.

Experience

1. Technical Support Specialist

   Medidata Solutions

   Jul 2022 — Present · NY, US

   Create and maintain necessary knowledge objects, in applicable languages, which will be used by all Customer Success teams- Provide users with support on technical, operational, and user/account-related issues, on the phone, via e-mail/ticketing system and/or in person- Identify, research and resolve all client problems, questions and concerns in a timely manner- Coordinate support resources for all problems and issues not resolved during the initial contact with client- Flexibility to work varied shifts and availability for on-call rotation and off-hour Critical Issues escalation- Monitor and ensure 100% accuracy of all escalations and work requests throughout the day and consistently resolve, de-escalate, or further escalate within the required client Service Level Agreements- Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld- Maintain proper tracking of problem resolution and conduct trend analysis for reference and management reporting- Distinguish between application, operating system, network, and hardware problems, with an understanding of IT systems design, analysis, and integrations- Ability to Present complex technical information to non-technical audiences- Experience with MS Outlook, MS Windows, MS Office Suite, Microsoft SQL Server,Ability to understand and write SQL scripts to extract and update data from databases.

Education

• Nucamp Coding Bootcamp

  Backend with Python, Computer Software and Media Applications

• Miami Dade College

  Associate of Arts - AA, Architecture