Customer Service Support Engineer

Richard Camargo

Orlando, FL 469-***-**** *******.*******@*****.*** www.linkedin.com/in/richardcamargo PROFESSIONAL SUMMARY

Bilingual Technical Support Engineer and AI Specialist with over 5 years of experience in customer service, troubleshooting, and enterprise technology solutions. Expertise in AI, Prompt Engineering, Microsoft technologies, and IT infrastructures. Recognized for analytical problem-solving, effective communication, and the ability to drive process improvements in high-pressure environments. Adept at mentoring teams, optimizing workflows, and delivering exceptional customer satisfaction. PROFESSIONAL EXPERIENCE

RECOVERY TEAM ASSOCIATE IKEA ORLANDO, FL 2025 – CURRENTLY

· Assessed and processed returned or damaged items, using i-Cut software on Flex Head Kongsberg XN ESKO to cut and repackage furniture for restocking.

· Inventory & Pricing Management. Handled confirmation, pricing, and rewrap processes, ensuring proper tagging and documentation of recovered products.

· Collaborated with departments to optimize item flow, managing data and workflow tracking thought IKEA’s inventory management system and SOP.

FULLFILMENT WAREHOUSE ASSOCIATE AMAZON BROOKSHIRE, TX 2023 – 2024

· Inspected and processed customer returns, classifying items for resale, refurbishment, or disposal.

· Managed inventory organization and tracking within the warehouse management system.

· Performed process audits to ensure accuracy in item handling by coworkers.

· Ensured adherence to safety protocols and efficient warehouse operations. SUPPORT ENGINEER MICROSOFT LAS COLINAS, TX 2021 – 2023

· Diagnosed and resolved complex technical issues for enterprise customers, ensuring 95% customer satisfaction. Provided Microsoft Teams and Office 365 support collaborating with internal teams for timely resolutions. Led troubleshooting for networking issues including DNS, traffic routing, firewalls, and proxies.

· Managed escalation cases, collaborated with cross-functional teams, and performed in-depth remediation. Provided feedback on product functionally and identified defects.

· Mentored new engineers, developed knowledge base documentation, contributed to readiness programs and led knowledge-sharing sessions.

· Participated in on-call support, resolving urgent customer issues to ensure 24/7 system availability. SUPPORT ENGINEER COLLABERA LAS COLINAS, TX 2020 – 2021

· Kept customers informed on case progress and ensured clear documentation of resolutions.

· Managed escalation cases with enterprises clients, collaborating with internal teams for timely resolutions.

· Resolved customer issues through problem-solving, collaborating, and research. Documents technical work and research in Rave or Jira.

EDUCATION AND CERTIFICATIONS

GOOGLE DATA ANALYTICS PROFESSIONAL CERTIFICATE– GOOGLE CAREER (IN PROGRESS) DIPLOMADO EN INTELIGENCIA ARTIFICIAL – IAUNIVERSITY (2025) CHATGPT ADVANCED DATA ANALYSIS – VANDERBILT UNIVERSITY (2025) PROMPT ENGINEERING FOR AI – VANDERBILT UNIVERSITY (2025) PROMPT ENGINEERING FOR CHATGPT – VANDERBILT UNIVERSITY (2025) COMPUTER SECURITY SPECIALIZATION – UNIVERSIDAD PILOTO DE COLOMBIA (2011) SYSTEMS ENGINEER – UNIVERSIDAD CATOLICA DE COLOMBIA (2010) KEY SKILLS

· Technical Troubleshooting & Support – Microsoft Teams, Office 365, Azure, Networking, VoIP Página 2

· AI & Prompt Engineering – ChatGPT, Automation, Machine Learning Fundamentals

· Customer Interaction & Problem Resolution – Enterprise IT Support, Process Optimization

· Cloud & IT Infrastructure – Microsoft Azure, Active Directory, Exchange Online, CRM Systems

· Process Auditing & Documentation – Identifying inefficiencies and optimizing SOPs.

· Warehouse & Logistics Operations – Recovery Processing, Product Repackaging, Inventory Management Tools and Technologies

· Microsoft 365 Administration & Microsoft 365 Apps and Services

· Microsoft Teams admin center, Video conferencing, meetings, calling, AI, Copilot and agents in Teams

· AI & Automation: Copilot, ChatGPT, Prompt Engineering, AI Agents, Automation Tools

· Network Monitoring & Troubleshooting (Fiddler, Netmon, Wireshark, TCP/IP Analysis)

· CRM & IT Service Management Tools (Rave, ServiceNow, Jira)

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