Foto_Perfil

<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 developing 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 08/2023

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 – 08/2023

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?

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