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Hi, I’m Juan José Higuera. I’m an adaptable IT professional who thrives in dynamic environments and enjoys turning challenges into practical solutions. I’m goal-oriented, committed, and I bring strong problem-solving skills, plus a methodical, analytical approach to every project. My background spans quality assurance, technical support, and hands-on IT roles across multiple countries. I excel at bridging gaps between technical teams and customers, delivering reliable results and continuous improvement.…Hi, I’m Juan José Higuera. I’m an adaptable IT professional who thrives in dynamic environments and enjoys turning challenges into practical solutions. I’m goal-oriented, committed, and I bring strong problem-solving skills, plus a methodical, analytical approach to every project. My background spans quality assurance, technical support, and hands-on IT roles across multiple countries. I excel at bridging gaps between technical teams and customers, delivering reliable results and continuous improvement.

Juan José Higuera

QA Engineer, Web Developer, Programmer, +1

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Hi, I’m Juan José Higuera. I’m an adaptable IT professional who thrives in dynamic environments and enjoys turning challenges into practical solutions. I’m goal-oriented, committed, and I bring strong problem-solving skills, plus a methodical, analytical approach to every project. My background spans quality assurance, technical support, and hands-on IT roles across multiple countries. I excel at bridging gaps between technical teams and customers, delivering reliable results and continuous improvement.…Hi, I’m Juan José Higuera. I’m an adaptable IT professional who thrives in dynamic environments and enjoys turning challenges into practical solutions. I’m goal-oriented, committed, and I bring strong problem-solving skills, plus a methodical, analytical approach to every project. My background spans quality assurance, technical support, and hands-on IT roles across multiple countries. I excel at bridging gaps between technical teams and customers, delivering reliable results and continuous improvement.

Available to hire

Hi, I’m Juan José Higuera. I’m an adaptable IT professional who thrives in dynamic environments and enjoys turning challenges into practical solutions. I’m goal-oriented, committed, and I bring strong problem-solving skills, plus a methodical, analytical approach to every project.

My background spans quality assurance, technical support, and hands-on IT roles across multiple countries. I excel at bridging gaps between technical teams and customers, delivering reliable results and continuous improvement.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

Spanish; Castilian

Fluent

Portuguese

Advanced

English

Advanced

Work Experience

Quality Analyst at Concentrix

October 1, 2024 - October 1, 2024

Monitored agent interactions (calls, emails, chats) to ensure compliance with quality standards and provide feedback aligned with project goals for continuous performance improvement. Created performance reports and identified improvement opportunities in collaboration with training teams. Conducted audits to ensure key metrics (CSAT, RR, AHT, FCR) were achieved.

Customer Support at Concentrix

July 31, 2022 - July 31, 2022

Provided support to customers on META (Instagram and Facebook) marketing and advertising products via outbound calls and emails. Assisted with technical issues related to Ads Manager, Meta Business Suite, META Pixel, Business Manager, and Ads Manager. Performed back-office support, ensuring accurate data management and follow-up.

IT Support | Helpdesk Level 2 at Ricoh Portugal

March 1, 2021 - March 1, 2021

Delivered remote Level 1 & 2 support for hardware, software, and network issues. Performed backup restoration, system diagnostics, and troubleshooting of recurring incidents. Created and maintained technical documentation and procedures to enhance team efficiency. Escalated complex cases to higher-level support teams, ensuring timely resolution.

Computer Technician at Independent

December 31, 2018 - December 31, 2018

Installed and configured operating systems, peripherals, and user profiles. Performed maintenance and monitoring of networks and servers. Recovered deleted files, optimized computer performance, upgraded operating systems, and installed hardware components. Configured networks and ensured overall system reliability and efficiency.

Service Desk Analyst at Aerolineas Argentinas

December 31, 2015 - December 31, 2015

Provided Level 1 & 2 support for hardware, software, and peripherals, ensuring smooth daily operations. Managed IP release/control, server issues, host configurations, and LAN/WAN networks. Executed maintenance tasks and troubleshooting to minimize downtime.

Helpdesk | Technical Support Specialist at Stefanini IT Solutions

December 31, 2012 - December 31, 2012

Registered, diagnosed, and resolved technical incidents in hardware, software, and networking. Configured VoIP phones, VPNs, Wi-Fi connections, and workstations. Restored backups and conducted network diagnostics for incident resolution. Created work procedures and manuals to standardize support processes.