Daniela J.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Daniela J. is a highly analytical and results-driven Technical Support Specialist with significant experience in high-tier account management and real-time troubleshooting. Currently working at Sutherland in Bogotá, Colombia, she expertly manages user permissions, secure access control, and collaboration workflows within Google Workspace Enterprise. Daniela spearheads the creation of technical SOPs to enhance agent onboarding and resolution metrics. She excels in high-tier incident management, adeptly resolving platform errors and API mismatches for US-based accounts under pressure. Previously, as a Shift Manager at McDonald's, she directed operations for teams of 60+ personnel and managed corporate KPIs. Her competencies in Google Workspace, MS 365, and incident management highlight her strong technical foundation. Fluent in Spanish, Daniela possesses professional proficiency in English and is pursuing a B.A. in Modern Languages at Universidad EAN.
Experience
Technical Support Specialist & Floor Support
Sutherland · 2022 — PresentOversaw user permissions, secure access controls, and internal workflows within Google Workspace Enterprise, including Gmail, Drive, Docs, and Calendar. Developed technical SOPs and troubleshooting documentation on Google Shared Drives, enhancing agent onboarding and team resolution metrics. Managed incident resolution for US-based accounts, specifically addressing real-time platform errors, data synchronization issues, and API mismatches in high-pressure live-call scenarios. Consistently exceeded corporate performance metrics, quality standards, and technical resolution SLAs for international financial account data.Shift Manager
McDonald'sLed daily operations for high-volume shifts with around 60 team members, ensuring adherence to corporate quality standards. Oversaw personnel performance and customer escalations, while maintaining the execution of global corporate KPIs. Subsequently managed autonomous Dessert Center business units, where responsibilities included local inventory management, supply chain coordination, cash auditing, and implementing strategies to maximize profitability.Customer Service & Scheduling Coordinator
Informal ContractorCoordinated technical appliance repair appointments for customers across the United States. Handled customer service inquiries, maintained and updated scheduling databases, and aligned technician availability to streamline remote operations.
Skills & Expertise
Education
- Bachelor of Arts in Modern LanguagesUniversidad EAN
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