Diego Alejandro Prieto Osorio

I’m a Technical Support Consultant with a strong foundation in enterprise software support and a passion for solving complex customer issues through technical excellence, clear communication, and cross-team collaboration. Promoted from Support Associate after being recognized by leadership for my consistent performance and technical initiative, I now operate with increased independence, taking ownership of advanced troubleshooting, patch delivery, and direct customer engagement. In this role, I: Lead triage and working sessions with customers independently, articulating findings and solutions confidently across email, case, and live calls. Resolve moderate, complex and escalated issues proposing targeted solutions or investigative approaches. Work across on-premise and cloud environments, handling critical issues involving encryption (PGP/Kleopatra), integration with SAP/PRA, and system performance. Debug software at the code level (e.g., C++), generate and troubleshoot Crystal Reports, and deliver patches using Azure DevOps and engineering collaboration. Manage a high volume of cases while meeting SLOs and driving customer satisfaction. Contribute to internal knowledge sharing by writing and updating KB articles based on real-world cases and lessons learned. I'm committed to continuous learning, delivering excellence under pressure, and helping both customers and internal teams thrive through knowledge, clarity, and results.

Investigate and resolve complex software issues by replicating customer-reported bugs, analyzing logs, and identifying root causes. Manage and resolve support cases through Salesforce, ensuring timely and effective customer communication. Create, escalate, and track engineering work items using Azure DevOps (ADO), collaborating closely with development and QA teams. Participate in QA testing of engineering fixes, validating solutions against customer-reported scenarios. Generate and deploy patches to both on-premises and cloud-hosted environments, ensuring minimal customer disruption. Lead and attend meetings with customers to gather detailed context, explain resolutions, and maintain strong relationships. Support both cloud-based and on-premise solutions across a diverse customer base. Work collaboratively with global teammates via Microsoft Teams to troubleshoot and solve critical issues. Contribute to internal knowledge sharing by documenting resolutions and technical procedures. Coordinate with infrastructure and cloud teams to address configuration, encryption, and integration issues.

In my role as a Trainer for Technical Support Associates, I not only covered CRM and Salesforce in our training programs but also guided agents through using platforms like Genesys Cloud and managing Oracle databases. Beyond technical skills, I emphasized troubleshooting, identifying root causes, and the appropriate escalation of issues—critical competencies for superior customer support. My analytical work involved creating detailed performance reports via Excel and SQL, and visually presenting data in Power BI. This holistic approach facilitated strategic improvements, fostering a culture of continuous growth and enhancing customer satisfaction.

With a background in technical support within the telecommunications industry, I offer comprehensive expertise in assisting customers with their devices. Fluent in English, and Spanish, I specialize in delivering top-notch support to resolve issues efficiently and effectively. Whether through tickets, calls, or remote sessions, I troubleshoot units with precision, ensuring customers maximize the functionality of their equipment. During my tenure at Teleperformance, I honed my customer service skills as a bilingual Customer Service Representative. Addressing inquiries and resolving issues with empathy and efficiency, I maintained a high level of customer satisfaction in a fast-paced environment. This experience sharpened my communication skills and enhanced my ability to manage multiple tasks while under pressure. Utilizing platforms like Genesys Cloud, and databases such as Oracle, CRM and Salesforce, I excel in managing customer experiences and investigating software-related problems to identify root causes. My proactive approach involves educating customers about modem and router functionalities, empowering them to troubleshoot basic issues independently. Whether it's desktop or mobile applications related to telecommunications services, I take charge of resolving issues, following up, and escalating tickets when necessary.

Holding a Bachelor's degree in Physics from Universidad Distrital Francisco José de Caldas, I acquired foundational skills in programming languages like C, C++, and Python, and utilized software such as VMD for bio simulations, MATLAB, GeoGebra, and various plotting programs. My education also encompassed proficiency in multiple operating systems, including Windows and Linux, and equipped me with the expertise to write scientific articles using LaTeX.