Summary
Overview
Work History
Education
Skills
LinkedIn Profile
Certification
Timeline
Generic
Luiggi Mera

Luiggi Mera

Santo Domingo

Summary

Talented Technical Support Specialist with gift for understanding needs of both B2B and B2C users. Skilled in troubleshooting and Proven skills for Website Software Testing with ability to Design and Execute test cases, prevent and find bugs.

Experience working as a Tech Support and Functional Tester.

Overview

11
11
years of professional experience
10
10
years of post-secondary education
3
3
Certifications
2
2
Languages

Work History

Technical Support Analyst

THRYV
02.2023 - Current
  • Provide technical system solutions by receiving, responding to, and independently solving tickets. Took ownership by exceeding expectations and seeing each ticket through to completion.
  • Identified problem-solvers (internal peers and external vendors) and facilitated ongoing strategy sessions to design and prioritize solutions for product issues spanning from general functionality to order fulfillment.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.

Product Support

NEWTECH S.R.L.
03.2022 - 03.2023
  • Functional Testing, Exploratory Testing, Experience creating and executing manual testing, Bug Tracking & Reports, Educate clients about how to use our website and their advantages properly, Ensure the commerce flow works correctly on the website, Meet with the clients when needed to explain how to properly use our website to fulfill purchases, upgrades, how to take advantage of our website services and any question that may arise.

Customer Service Advisor

NS Outsourcing
08.2021 - 12.2021
  • Assist patients scheduling appointments and provide general information about their appointments.

Customer Service Advisor / Tech Support App

Concentrix
02.2018 - 07.2021
  • Assist customer with banking inquiries, inform customers about the best practices to manage their bank accounts, Respond to customer needs through competent customer service and prompt problem-solving skills, Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

Customer Service Representative

ERC
10.2016 - 11.2017
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Service Representative

Convergys
02.2014 - 07.2016
  • Evaluate customer information to explore issues, develop potential solutions and maintain high-quality service.

Education

Bachelor of Science - Software Engineering

UNICARIBE
Santo Domingo, Dominican Republic
05.2001 -

Associate Degree in Software Development -

Institute Las Americas of Technology (ITLA)
01.2019 - 05.2022

Teaching Knowledge Test (TKT) BAND 2 - undefined

APEC
10.2018 - 05.2019

Digital Communication - undefined

Institute Las Americas of Technology (ITLA)
10.2015 - 05.2015

English as a Second Language - undefined

Institute las Americas of Technology (ITLA)
01.2011 - 05.2013

High School - undefined

Instituto Politecnico Cardenal Sancha
08.2006 - 05.2010

Skills

    JIRA Azure DevOps

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LinkedIn Profile

HTTPS://WWW.LINKEDIN.COM/IN/LUIGGI-MERA-782926211/

Certification

Jira Fundamentals | Atlassian

Timeline

ISTQB Certified Tester Foundation Level (CTFL) |UDEMY

01-2024

Technical Support Analyst

THRYV
02.2023 - Current

Jira Fundamentals | Atlassian

09-2022

Scrum Foundation Professional Certificate (SFPC) - (English) | Certiprof

06-2022

Product Support

NEWTECH S.R.L.
03.2022 - 03.2023

Customer Service Advisor

NS Outsourcing
08.2021 - 12.2021

Associate Degree in Software Development -

Institute Las Americas of Technology (ITLA)
01.2019 - 05.2022

Teaching Knowledge Test (TKT) BAND 2 - undefined

APEC
10.2018 - 05.2019

Customer Service Advisor / Tech Support App

Concentrix
02.2018 - 07.2021

Customer Service Representative

ERC
10.2016 - 11.2017

Digital Communication - undefined

Institute Las Americas of Technology (ITLA)
10.2015 - 05.2015

Customer Service Representative

Convergys
02.2014 - 07.2016

English as a Second Language - undefined

Institute las Americas of Technology (ITLA)
01.2011 - 05.2013

High School - undefined

Instituto Politecnico Cardenal Sancha
08.2006 - 05.2010

Bachelor of Science - Software Engineering

UNICARIBE
05.2001 -
Luiggi Mera