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Technical Support Agent – Fixed-Line Support
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Competencies
Demonstrated experience with TCP/IP.
Demonstrated experience with LAN/WAN.
Demonstrated experience with GPON.
Demonstrated experience with Fiber Optics.
Demonstrated experience with HFC.
Education
Summary
Technical Support Agent – Fixed-Line Support open to new opportunities
Experience
Technical Support Agent – Fixed-Line Support
Resolved technical connectivity incidents for Claro Nicaragua customers across Fiber Optic (GPON), HFC, and DTH technologies, diagnosing faults and applying solutions through the QFlow ticketing system, within operation-defined call handling times.. Performed incident resolution and case escalation following ITIL-aligned best practices, supporting multiple network access technologies (GPON, HFC, DTH, ADSL, LAN/WAN) on Windows environments.. Maintained high customer satisfaction scores, measured through post-call surveys, applying network infrastructure knowledge in every interaction.
Production Operator
Performed production line operations, maintaining quality standards and manufacturing targets while simultaneously completing university studies.
Service Route & Order Coordinator
Assigned service orders to a field technician team, optimizing routes based on customer location and staff availability to maximize daily customer coverage.. Reduced field technician travel time through geographic analysis of service reports, contributing to improved service efficiency indicators.
Support Technician
Resolved on-site connectivity and network issues based on tickets assigned through the ticketing system, via in-person technical diagnosis and equipment configuration.. Applied signal verification and connectivity troubleshooting procedures on-site, prioritizing fastest possible service restoration.