Gilberto Bernal

I am a Customer/technical Support Agent with more that 12 years of experience in Canada.  During my years of experience, I had the opportunity to develop my customer service, languages, and personal skills. Below some of my skills:

• Good listener, creative thinker and analytical problem-solver.
• Track record as team player with strong customer focus.
• Good administrative and leadership skills.
• Proficient with SQL Databases: SQLite,  MySQL.
• 10+ experience as customer support and technical support  specialist.
• Fluent in Spanish, English and French

Domain Registration Services Inc ,  Markham – Ontario – Canada

1/2016 - 9/2022 - Technical / Customer  Support Representative. 

All the previous Senior Technical Support duties in addition to the following responsibilities.

• Contributing in the planning and implementation of new applications and services.
• Establishing patterns of recurring issues and providing input and feedback to the development team.
• Created and currently maintaining a problem-solution database that reduced the time to process, respond and close customers request tickets by 30%.
• Created and currently  updating basic metrics that allow continuous evaluation and improvement of the technical support service.

8/2010 - 12/2015 - Technical Support Representative.

Supporting customers’ requests  via telephone, fax and email, related to the following services:

• Connecting ( Mapping )  domain names with services by creating DNS zone records.
• ( A, CNAME, URL, MX, TXT, SRV, SPF, DMARC records)
• Setup hosting services: ftp connections, security, sub domains, firewalls.
• (Troubleshoot web servers, web-site code: html, php, JavaScript, sql using DevTools.)
• Database servers: import, export, backup, security, ftp connections, SQL commands.
• ( PHPAdmin, MySQL, MysqlAdmin, Cpanel )
• Setup email service:  email clients configuration, POP, SMTP, IMAP,SSL, security.
• ( Outlook, MacMail, Thunderbird, smart-phones, tables )

1/2006 - 7/2010 - Senior Customer Support

• Opening, following up  and closing customer request tickets.
• Supporting  customers having technical problems with our web hosting, dns, and email service
• Escalate request to Senior Support when needed .

9/2003 - 12/2005 -  Customer Support

• Helping customers register domain names and set up related services such as email , web hosting,  DNS service.

Deep Learning Specialization -  Coursera

2/2021 - 8/2021

Certificate in Cloud Computing, University of Toronto, School of Continuing Studies

9/2014 - 9/2015   Three courses

Business Intelligence Fundamentals, University of Toronto, School of

Continuing Studies. 

2011 - 2011    One course

Oracle - SQL & Oracle Development using PL/SQL, 

Seneca College of Applied Arts and Technology

2008 - 2008