Jose Esteban Gonzalez Medina
IT Specialist And Translator
Antigua Guatemala
Summary
Dedicated and versatile IT professional with over 10 years of experience in technical support, systems administration, and customer service. Proven track record in optimizing EFI technology solutions and implementing Scrum methodologies to enhance team efficiency and project outcomes. Highly skilled in providing remote technical support, system diagnostics, and problem resolution for multinational companies. Fluent in Spanish and English, with extensive experience in translation and transcription. Known for excellent customer service, critical thinking, and the ability to deliver reliable solutions in high-pressure environments. Committed to continuous professional development and contributing to organizational success.
Overview
14
14
years of professional experience
8
8
Certificates
2
2
Languages
16
16
years of post-secondary education
Work History
Software Technical Specialist
HCL Technologies
10.2019 - Current
- Designed and implemented technical solutions for Xerox Multi-Functional Printing Solutions.
- Acted as Level 3 escalation point, resolving complex problems and managing high-priority incidents.
- Executed tests and managed projects including Pre-Deployment, Deployment, and Steady-State support.
- Resolved 200+ technical issues and led 15+ product deployments.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth
Spanish to English Translator/Transcriber
Translationary
Guatemala City, GU
08.2020 - Current
- Translated 500+ hours of audio content with 99% accuracy.
- Achieved 95% client satisfaction through meticulous proofreading and editing.
- Completed 15 minutes of audio per day, consistently meeting deadlines.
- Adapted techniques for diverse industries.
- Ensured confidentiality and upheld professional standards.
IT Service Desk Analyst
Conduent
06.2017 - 10.2019
- Delivered remote technical support for Call Centre users, resolving Sev1 and Sev2 incidents.
- Monitored system alerts and escalated critical issues, ensuring prompt issue resolution.
- Managed over 1,000 technical issues, improving incident resolution time by 15%.
- Achieved 90% customer satisfaction rate and trained new team members.
Technical Support Representative - Telus MPS Admin
Telus International - Central America
09.2015 - 06.2017
- Administered Windows Servers, Exchange Servers, and Active Directory for Canadian clients.
- Resolved 300+ server issues, improving system performance and client satisfaction.
- Monitored server health and documented best practices for future reference.
- Achieved 20% reduction in server downtime through proactive maintenance.
Technical Support Representative - Telus CSA
Telus International - Central America
03.2014 - 09.2015
- Delivered technical support for Canadian and US clients via remote access.
- Resolved 400+ client issues, enhancing service efficiency and customer satisfaction.
- Reduced resolution time by 15% through effective troubleshooting and communication.
Technical Support Representative - Telus Assure
Telus International - Central America
08.2012 - 03.2014
- Supported residential customers with TV, Internet, and PC issues.
- Resolved 500+ technical issues, maintaining high customer satisfaction levels.
- Improved troubleshooting efficiency by 10% and recognized for exceptional service.
Customer Service Representative – TSTT
Telus International - Central America
06.2010 - 08.2012
- Provided customer service for TV, Internet, and mobile services.
- Resolved 1,000+ issues, achieving 90% customer satisfaction rate.
- Improved service efficiency by 15% through process enhancements.
Education
Some College (No Degree) - Computer Science - 7th Semester
Universidad Mariano Gálvez
Guatemala City, Guatemala 01.2013 - 03.2020
Some College (No Degree) - Architecture – 3rd Semester
Universidad Mariano Gálvez
Guatemala City, Guatemala 01.2010 - 11.2012
Some College (No Degree) - Mechatronics Engineering – 2nd Semester
Universidad Galileo
Guatemala City, Guatemala 01.2009 - 07.2010
High School Diploma -
Colegio Liceo Guatemala
Guatemala City, Guatemala 01.2004 - 10.2008
Skills
Network Troubleshooting
Certification
Professional Scrum Master I
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Fiery Certified Professional 2024
04-2024
Fiery Certified Professional 2023
04-2023
Fiery Certified Professional 2022
04-2022
Fiery Certified Professional 2021
04-2021
Spanish to English Translator/Transcriber
Translationary
08.2020 - Current
SharePoint Online Essential Training
08-2020
Professional Scrum Master I
06-2020
Scrum Foundation Professional Certificate (SFPC)
06-2020
Fiery Certified Professional 2020
04-2020
Software Technical Specialist
HCL Technologies
10.2019 - Current
IT Service Desk Analyst
Conduent
06.2017 - 10.2019
Technical Support Representative - Telus MPS Admin
Telus International - Central America
09.2015 - 06.2017
Technical Support Representative - Telus CSA
Telus International - Central America
03.2014 - 09.2015
Some College (No Degree) - Computer Science - 7th Semester
Universidad Mariano Gálvez
01.2013 - 03.2020
Technical Support Representative - Telus Assure
Telus International - Central America
08.2012 - 03.2014
Customer Service Representative – TSTT
Telus International - Central America
06.2010 - 08.2012
Some College (No Degree) - Architecture – 3rd Semester
Universidad Mariano Gálvez
01.2010 - 11.2012
Some College (No Degree) - Mechatronics Engineering – 2nd Semester
Universidad Galileo
01.2009 - 07.2010
High School Diploma -
Colegio Liceo Guatemala
01.2004 - 10.2008
Latin Dance Teacher
Teaching Latin dance has enriched my people skills, leadership abilities, and entrepreneurial thinking. The experience has helped me develop effective communication strategies, creativity, and the ability to motivate and engage others.
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