<Iván Fernández>
</About me>
Customer Support Connectivity Expert (SaaS / Hotel Tech)
I provide technical assistance to business partners that integrate with PMS and assisting in the resolution of advanced technical support cases, as well as develop documentation for the correct application of the product and its tools.
With the knowledge acquired in the 2 years of Computer Engineering I have studied to date, in addition to specialized courses in various IT subjects, I offer the industry a profile of hospitality and technical knowledge in computer tools to develop new opportunities in companies in the sector.
<Education>
Currently Studying
Computer Science Engineering
Graduate
Tourism & Leisure Business Management Master Degree
Tourism Bachelor Degree
</Skills>
Languages
| Spanish |  |
| English | |
| French |  |
Information and Computer Tech
| Management Software | |
| Software integrations and APIs | |
| Integrations automation | |
| Object Oriented Programming | |
<Resume>
Since 10/2023
Customer Support Connectivity Expert
- Train standard support staff and deal with technical queries
- Understand machine-readable formats (e.g. JSON, XML)
- Analyze system logs of API traffic in any logging tool
- Communicate with clients’ IT and general staff regarding their property servers and security settings, and custom integrations to the properties
- Escalate client technical issues to external partners’ technical team
01/2023 – 10/2023
Customer Support Analyst
- Develop an in-depth understanding of the solutions, serving as an ambassador, ensuring customers are achieving great value from the product
- Provide support for customers on technical issues via email, phone
- Consult with customers on ways to improve usage and efficiency
- Maintain thorough customer documentation
11/2016 – 10/2017 | 09/2018 – 12/2022
Front Desk Receptionist
- Night audit and financial management
- Guests relations, Customer care
- Touroperation and direct bookings management
- Upsales model on inhouse services and packages approach
12/2017 – 07/2018
Food and Beverage Assistant Manager
- Service and Administrative F&B Assistant Manager
- Food and Beverage, and Quality Corporte Assistant Manager on new openings and property management
And what do you do besides working and studying?
