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Eder R
@edrplata
Technical Lead
Kolumbien
Englisch, Spanisch
Über mich
I am a Technical Lead with over 7 years of experience supporting enterprise Microsoft Power Platform customers. I specialize in escalation management, incident response, and AI-assisted troubleshooting. I have a proven track record of mentoring distributed engineering teams and leveraging Copilot Studio and GPT-based solutions to improve customer outcomes.
Kompetenzen
Eder R
offline •
Meine Dienstleistungen
Automatisierungen und Agenten
I will power automate your business
Arbeitserfahrung
TeKnowledge
Vollzeit • 6 yrs 10 mos
Customer Support Engineer
Jan 2019 - Dec 2021 • 2 yrs 11 mos
Managed global technical support tickets for Power Platform-related requests. Consistently ranked in the top 3 for timely ticket closure while maintaining high customer satisfaction standards and technical excellence in troubleshooting enterprise-level issues.
Customer Support Subject Matter Expert
Jan 2016 - Dec 2019 • 3 yrs 11 mos
Orchestrated the timely availability of resources in response to customer escalations and incidents. Led a group of support agents and strategically leveraged Microsoft resources to ensure customer satisfaction and effective incident resolution.
Support Analyst
Tata Consultancy Services • Vollzeit
Jan 2015 - Dec 2016 • 1 yr 11 mos
Managed incidents, change requests, releases, and resources using ITIL V3 principles. Acted as a liaison between Mexican and Indian stakeholders in the banking industry to enhance incident management workflows and increase client satisfaction.
