Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Borja Gonzalez Martin

Date of Birth: October 1995

Summary

A dedicated professional with expertise in telecommunication systems and remote collaboration, excelling in client focus and workflow organisation. Proficient in software debugging and help desk operations, ensuring seamless customer service and user empathy. Aspires to leverage skills in customer service and technical support to drive organisational success and enhance user experience.

Overview

11
11
years of professional experience

Work History

Technical support officer

Intricom S.l.
Palma, Balearic Islands
02.2024 - Current
  • Demonstrated ability to work under pressure whilst delivering high-quality results consistently.
  • Provided technical support during post-production period for a smooth transition into the market.
  • Performed regression testing, ensuring software stability after modifications.
  • Maintained detailed records of testing processes for future reference and analysis.
  • Coordinated cross-departmental efforts to achieve overall project success.
  • Completed extensive manual testing to identify errors in new software features.
  • Delivered high-quality outputs on time by adhering strictly to deadlines and schedules.
  • Verified bug fixes for optimal system performance.
  • Participated in sprint planning meetings to understand project objectives thoroughly.
  • Utilised JIRA as a tracking tool for logging defects and monitoring their status until closure.
  • Employed JIRA tool for effective bug tracking and project management.
  • Reduced bugs through rigorous testing and Jira ticket handling.
  • Managed bug tracking using JIRA tool; facilitated quick resolution and seamless communication amongst teams.
  • Identified, recorded and tracked defects using Jira, ensuring swift resolution.
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Consistently arrived at work on time and ready to start immediately.
  • Increased customer satisfaction by resolving issues.
  • Used Microsoft Word and other software tools to create documents and clear communications.

Section manager

Game S.L.
Palma de Mallorca
04.2019 - 02.2024
  • Established strong relationships with clients; enhanced client satisfaction rates significantly as a result.
  • Implemented new inventory management system to streamline stock control procedures.
  • Boosted staff morale through the introduction of regular recognition schemes.
  • Streamlined workflow processes for increased productivity.
  • Managed conflicts efficiently, fostering a harmonious workplace environment.
  • Delegated tasks effectively based on individual strengths and capabilities, maximising productivity levels within the team.
  • Evaluated staff performance regularly, leading to an improvement in service delivery standards.
  • Supervised employees, providing coaching and mentorship to optimise productivity.
  • Set team KPIs to meet section and store sales targets.
  • Managed New Product Development (NPD) processes within section to facilitate successful trials and product launches.
  • Promoted brands and audited performance of key product lines.
  • Monitored competitor activities, responding creatively to maintain relevancy and competitive edge.

Start Games

2° In charge
Palma de Mallorca
06.2014 - 04.2017
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Executed preventative maintenance on key machines, reduced downtime significantly.
  • Enhanced customer satisfaction by responding promptly to service calls and resolving technical glitches swiftly.
  • Utilised specialist tools to assemble parts of machinery diligently.
  • Balanced till at end of day, maintaining accurate records.
  • Trained new cashiers on store policies and procedures to maintain standards.
  • Maintained clean and organised workspace to ensure efficient service.

Education

Certificate of Higher Education -

C.I.D.E

Skills

  • Client focus
  • Workflow organisation
  • Telecommunication systems proficiency
  • Remote collaboration
  • User empathy
  • Software debugging
  • Help desk experience
  • Customer Service

Languages

English
Upper intermediate (B2)
Spanish
Proficient (C2)
Catalan
Upper intermediate (B2)

Timeline

Technical support officer

Intricom S.l.
02.2024 - Current

Section manager

Game S.L.
04.2019 - 02.2024

Start Games

2° In charge
06.2014 - 04.2017

Certificate of Higher Education -

C.I.D.E

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Borja Gonzalez Martin