Open To Work
Gustavo Adolfo Vicierra Bustamante
Monterrey
Work Preference
Summary
Detail-oriented professional skilled in incident management and customer relations. Experienced in guiding technicians and resolving complex issues, ready to leverage expertise to enhance operational efficiency.
Overview
9
9
years of professional experience
Work History
Dedicated Support Chats and RMA process agent
Invenco by GVR
Monterrey
01.2026 - Current
- Addressed technicians' questions and processed Pop and Swap, tamper clears, and load files while guiding troubleshooting steps.
- Processed RMAs for part returns from ASCs to streamline return operations.
- Supported agents with chat inquiries by directing them to relevant knowledge base resources.
Technical Helpdesk Specialist - Tier 2
Invenco by GVR
Monterrey
09.2025 - 01.2026
- Assisted technicians in configuring CRINDs to ensure optimal functionality.
- Sent files for the proper configuration of the CRINDs.
- Collaborated with sites and technicians to troubleshoot CRIND issues, conducting cross-company calls to identify root causes and expedite solutions.
- Collaborated with Tier 3 agents to restore network communication for specific Chevron sites.
- Facilitated smooth transition to new help desk team after being selected from top agents.
- Maintained consistent performance by adhering to standards and supporting agents in delivering high-quality troubleshooting and care.
- Helped in training new agents allowing them to listen to calls and holding Q & A sessions during their training.
- Helped tier 3’s guide other agents to the right KB or process.
POS support center tier 1 specialist
Gilbarco Veeder-Root
Monterrey
03.2021 - 08.2025
- Documented support interactions with sites for POS system inquiries.
- Supported sites with POS system questions, troubleshooting system errors regarding the different components of the POS system.
- Give technical support for POS transactions on dispensers and POS system itself.
- Worked on and established a protection against abuse towards us agents from technicians or any caller allowing 3 warnings before disconnecting the call to protect the agent.
- Helped in training new agents allowing them to listen to calls and holding Q & A sessions during their training and allowing for personal messages to direct them to the right SOP or process if they had doubts throughout their tenure.
- Worked with tier 3 to ensure SOP links were updated after a website migration had broken most if not all of the links making it harder to troubleshoot in a speedy fashion.
- Took many a white glove call to ensure sites with particular issues get the best care in standard and maintain the system to the best of our abilities.
AGENTE SOPORTE TECNICO
Teleperformance.
Monterrey
12.2019 - 12.2020
- Provided technical support for satellite internet
- Entered and revised customer information in the database to maintain accurate records.
- Processed payments and upgrades/downgrades efficiently.
- Assisted customers with equipment issues, providing thorough explanations to ensure understanding and outlining next steps, including technician dispatch when necessary.
- Worked with customers to help establish payment plans to re-establish their services due to late payments.
- Dedicated attention to each call to ensure customers felt supported and left satisfied with available solutions.
INSIDE SALES ENGINEER JR
Ruhrpumpen
Monterrey
05.2019 - 12.2019
- Crafted technical proposals addressing customer inquiries and project specifications, enhancing customer understanding.
- Nurtured customer relationships through consistent follow-ups and support calls, fostering trust and loyalty.
- Prepared sales presentations highlighting product advantages and applications.
- Collaborated with logistics to guarantee timely delivery of products, ensuring customer satisfaction.
VOLUNTARY ENGINEER
Centro de Investigacion y Desarrollo en Ciencias d
Monterrey
05.2018 - 10.2018
- Designed innovative engineering solutions to enhance research capabilities.
- Analyzed data and presented findings to support ongoing research efforts.
- Assisted in the development of project documentation and reports.
- Participated in team meetings to discuss project progress updates.
- Documented all engineering activities according to established procedures.
MECHANICAL ENGINEER
Thronson Internacional de Venezuela C.A.
Maracaibo
02.2017 - 12.2017
- Contributed to design of mechanical components for diverse projects, enhancing overall project performance.
- Collaborated with team members to create innovative engineering solutions, improving project outcomes.
- Utilized CAD software to create detailed engineering drawings.
- Participated in team meetings to discuss project progress and challenges.
- Maintained comprehensive records of activities related to mechanical engineering projects to ensure compliance and facilitate future reference.
- Coordinated with management on company audit to maintain norm ISO 9001 certification
- . Coordinated and worked on intra-project data shares to ensure best structure of scope, design and production of different off-shore and On-shore projects.
Education
Bachelor of Science - Mechanical Engineering
Universidad Del Zulia
Maracaibo, Zulia. Venezuela12-2017
Skills
- RMA processing
- Technical support
- Incident management
- Remote assistance
- Troubleshooting skills
- Customer service
- Customer relationship management
- Knowledge base usage
- Systems configuration
- Attention to detail
- Effective communication
Timeline
Dedicated Support Chats and RMA process agent
Invenco by GVR
01.2026 - Current
Technical Helpdesk Specialist - Tier 2
Invenco by GVR
09.2025 - 01.2026
POS support center tier 1 specialist
Gilbarco Veeder-Root
03.2021 - 08.2025
AGENTE SOPORTE TECNICO
Teleperformance.
12.2019 - 12.2020
INSIDE SALES ENGINEER JR
Ruhrpumpen
05.2019 - 12.2019
VOLUNTARY ENGINEER
Centro de Investigacion y Desarrollo en Ciencias d
05.2018 - 10.2018
MECHANICAL ENGINEER
Thronson Internacional de Venezuela C.A.
02.2017 - 12.2017
Bachelor of Science - Mechanical Engineering
Universidad Del Zulia