Guillermo Linan Montenegro
About Guillermo Linan Montenegro
Guillermo Linan Montenegro is a Senior Technical Support Specialist, L2 at SOTI, where he has worked since 2019. He has a background in technology management and systems engineering, with previous experience in educational and healthcare settings.
Work at SOTI
Guillermo Linan Montenegro has been employed at SOTI since 2016, initially serving as a Technical Support Specialist until 2019. He transitioned to the role of Senior Technical Support Specialist, L2, where he has worked for five years in a remote capacity. His responsibilities include providing technical support for SOTI's software products via telephone and email, improving customer experience by addressing requests promptly, and coaching Level 1 agents. He also manages Jira tickets for Level 1 specialists and assists in the triage process, ensuring efficient case management.
Education and Expertise
Guillermo Linan Montenegro holds a degree in Ingenieria de Sistemas from Universidad del Magdalena, where he studied from 2003 to 2009. Additionally, he completed a specialization in Seguridad de redes de computadora at Servicio Nacional de Aprendizaje (SENA) in 2012. His educational background provides him with a strong foundation in technology management and network security, which he applies in his current role at SOTI.
Background
Before joining SOTI, Guillermo Linan Montenegro worked in various technical roles. He served as a Technology Management Teacher at Universidad Cooperativa de Colombia Santa Marta for three months in 2014. He also held positions at Hospital Universitario Fernando Troconis, first as a System Engineer intern and later as a Profesional de Apoyo Tecnologico in 2010. These experiences contributed to his technical skills and customer support abilities.
Achievements in Technical Support
In his role at SOTI, Guillermo Linan Montenegro has focused on enhancing customer experience through timely responses to inquiries. He has taken on responsibilities that may involve local and international travel to support events. His coaching of Level 1 agents and management of Jira tickets demonstrate his commitment to improving operational efficiency and customer satisfaction within the technical support team.