Summary
Overview
Work History
Education
Skills
Languages
Timeline
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LUIS TUTALCHA

LUIS TUTALCHA

Da Nang

Summary

Friendly, detail-oriented customer support professional with experience assisting users across global markets through email and live chat. Skilled at clear written communication, problem-solving, and guiding people through technical processes with patience and care. I take pride in delivering thoughtful, helpful support and value being part of a team that puts people first. Having worked remotely and across time zones, I'm comfortable managing my workload independently while staying responsive and reliable. I'm drawn to Cliniko’s values of fairness, transparency, and trust, and I’m excited about the opportunity to contribute to a company that genuinely cares about its customers and its team.

Overview

13
13
years of professional experience

Work History

IT Technical Support Specialist

Bloomberg
06.2023 - 05.2024
  • Managed on average 10 incoming calls, 20 emails and 20 live chats per day
  • Used ticketing systems to manage and process support actions and requests
  • Offered assistance in implementing and developing training programs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Tested new software and hardware prior to deployment.

TEAM LEAD/TECHNICAL PROJECT MANAGER

Commerzbank AG
04.2016 - 07.2021
  • Responsible for assembling the team based on required skills/expertise
  • Lead a team of developers
  • Lead a team of Technical Project Managers
  • Developing a product and/or process vision
  • Responsible for products with internal worldwide visibility Incident/change management, audit and reporting responsibilities
  • Managed project teams in Agile environment, managed success through application of SDLC methodologies and exceptional leadership skills

TECHNICAL CLIENT SERVICE MANAGER

360T, Deutsche Börse Group
03.2014 - 03.2016
  • Optimised workflows and proactive find solutions
  • Documentation of workflows and processes
  • Managed ad-hoc projects
  • Assisted account manager and clients with ʻgo liveʼ and resolve connectivity and technical issues with Java-based client software. Resolved 80% of all issues at first point of contact
  • Resolved on average 15 technical problems or business workflow issues during initial client communication per day
  • Assist with identification of software bugs and work with internal teams to manage through to resolution
  • Perform regression testing of full range of products and features on trading platform

SUBJECT MATTER EXPERT

Deutsche Bank
10.2011 - 03.2014
  • Delivery of reports to senior management
  • Real Time Software Support
  • Software Debugging
  • Hardware Network Certification
  • Project Management Tasks
  • Technical documentation Writer
  • Created and managed project plans, timelines and budgets.
  • Evaluated customer needs and feedback to drive product and service improvements

Education

Associate of Applied Science - Computer Systems Engineering

City of Westminster College
London
07-2001

Skills

Customer Support Skills

  • Clear and empathetic written communication
  • Live chat and email-based support
  • Patience and active listening

Technical Skills

  • Familiarity with software/SaaS platforms
  • Experience using helpdesk tools (eg Zendesk, Intercom, Help Scout)
  • Troubleshooting and issue triaging

Remote Work and Time Management

  • Self-motivated and disciplined in remote environments
  • Ability to work independently and manage priorities
  • Comfortable working across time zones and asynchronous teams

Personal Traits and Values

  • High attention to detail
  • Kind, calm, and people-first mindset
  • Eagerness to learn and grow with the team

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Timeline

IT Technical Support Specialist

Bloomberg
06.2023 - 05.2024

TEAM LEAD/TECHNICAL PROJECT MANAGER

Commerzbank AG
04.2016 - 07.2021

TECHNICAL CLIENT SERVICE MANAGER

360T, Deutsche Börse Group
03.2014 - 03.2016

SUBJECT MATTER EXPERT

Deutsche Bank
10.2011 - 03.2014

Associate of Applied Science - Computer Systems Engineering

City of Westminster College

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