Dylan Makol Bonilla De León
La Chorrera
Summary
Technical support professional with proven track record in solving complex technical issues and enhancing user experience. Known for strong team collaboration and adaptability to dynamic environments, consistently delivering reliable support and effective solutions. Expertise includes software troubleshooting, network configuration, and user training, alongside commitment to achieving tangible results.
Competent Helpdesk well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
14
14
years of professional experience
2
2
Language
Work History
Client Tech Support Analyst
Dell Technologies
11.2023 - Current
- November 23rd, 2023, Dell Technologies as Client Tech Support Analyst for Boeing. I was taking inbound interactions resolving basic technical issues for Boeing employees. I've created 2 trainings for my peers so they can improve their first call resolution and recognize the issues easily. I was awarded as Agent of the Quarter by Adam Stachmuz, and several times I received recognition by being top performance.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Improved customer satisfaction by providing timely and accurate technical support to endusers.
Client Tech Support Sr. Associate
NTT Data
02.2016 - 03.2023
- February 1st 2016 - Dell Client Tech Support Sr. Associate for Thermo Fisher Scientific as a front help desk analyst to help teammates to resolve their technical issues and route the tickets if necessary. I was promoted as ATS to work access request tickets and Microsoft exchange requests.
- Logged support tickets and closed when issues were resolved.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Supported other projects like MasterCard and Tenet as Helpdesk representative.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer services representative
EGS
03.2015 - 01.2016
- March 2nd 2015 to January 29th 2016 - EGS as customer services representative for Latin America taking inbound interactions to help end users to apply their Dell equipment warranties.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Scholarship Participant
UCSD
07.2011 - 08.2011
- I was studying in the last year of my high school when I got a scholarship to travel to US on representation of Panama in a science camp in UCSD, San Diego, California where I learned and got math, physics, and chemistry skills.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
Education
Computer Engineering and Computer Networks
UTP
La Chorrera, Panama04-2026
Bachelor of Science - 12 Grade
Colegio Manuel Maria Tejada Roca
Las Tablas, Panama12-2011
Skills
Access control and security management
Timeline
Client Tech Support Analyst
Dell Technologies
11.2023 - Current
Client Tech Support Sr. Associate
NTT Data
02.2016 - 03.2023
Customer services representative
EGS
03.2015 - 01.2016
Scholarship Participant
UCSD
07.2011 - 08.2011
Computer Engineering and Computer Networks
UTP
Bachelor of Science - 12 Grade
Colegio Manuel Maria Tejada Roca