Agustin Salgado
Montevideo
Summary
Accomplished Support Engineer with a proven track record at TCS Consulting, enhancing customer satisfaction and retention through expert troubleshooting and problem-solving. Skilled in network troubleshooting and fostering teamwork, I've significantly improved support processes and system reliability. Technical acumen and collaborative approach have driven seamless system operations and increased productivity. Diligent System administrator with solid background in technical support and problem-solving. Successfully resolved complex issues and improved system performance. Demonstrated analytical skills and effective communication to ensure user satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Support Engineer - Windows Commercial - DS
TCS Consulting
Montevideo, Uruguay (Remote)
09.2023 - Current
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with outside departments to implement system-wide improvements.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Patched software and installed new versions to eliminate security problems and protect data.
- Participated in on-call rotations to provide 24/7 support, ensuring continuous system availability.
- Facilitated knowledge-sharing sessions, boosting team's ability to solve complex problems.
- Collaborated with cross-functional teams to resolve complex technical problems.
- Resolved complex customer issues, leading to increase in customer satisfaction scores.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
System Administrator
VFG Consulting
Montevideo, Uruguay (Remote)
06.2021 - 08.2023
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Provisioned new software and hardware for use, following established security policies.
- Managed user access rights to maintain high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Supported implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to users.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
Help Desk Support Specialist
MTZ Sistemas
Montevideo, Uruguay
01.2019 - 02.2019
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained up-to-date knowledge base to provide accurate information and guidance to customers.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
Education
• School - Monsignor Ricardo Isasa.Liceo
Montevideo• High School N°28 - Purification - Baccalaureate (
MontevideoSkills
- Remote Support
- Troubleshooting skills
- Network Troubleshooting
- Hardware and software installation
- Technical Support
- Incident Management
- System Administration
- Technical Analysis
- Ticketing systems
- Troubleshooting and diagnostics
- Teamwork and Collaboration
- Problem-Solving
Languages
Spanish
Native language
English
Advanced
C1
Certification
- Google IT Support Professional Certificate - Google.
- Sound design and music production (Ableton Certified Technician) - Arjaus Academy (Buenos Aires, Argentina).
- Computer technical course (Help Desk) – Microsoft
- Computer technical course (Network Management) - Microsoft – Google
- The Bits and Bytes of Computer Networking – Google
- Operating System and You: Becoming a Power User Google
- System Administration and IT Infrastructure Services - Google
- IT Security: Defense against The digital Dark Arts – Google
- Microsoft Certified, Administrator Microsoft 365, MS-102
- Huawei Certified Network Engineer
Timeline
Support Engineer - Windows Commercial - DS
TCS Consulting
09.2023 - Current
System Administrator
VFG Consulting
06.2021 - 08.2023
Help Desk Support Specialist
MTZ Sistemas
01.2019 - 02.2019
• School - Monsignor Ricardo Isasa.Liceo
• High School N°28 - Purification - Baccalaureate (