Jordan - Technical Support Analyst with 5+ years in IT and customer service

San José, San José, Costa Ricaen

Resolved complex software incidents at ESO, maintaining SLA compliance and customer satisfaction.

Designed and developed data dashboards tailored to customer needs to support decision-making.

Published on CazVid

Summary

Dedicated technical support professional with over 5 years in IT, specializing in troubleshooting, data analysis, and team management across software and client services. Proven ability to resolve complex issues and develop tools to enhance operational efficiency.

Key Achievements

Led a team at Valor Global Technologies, managing escalated incidents and onboarding new hires.

Skills

TroubleshootingExpert

Applied structured debugging and root cause analysis to identify issues across multiple IT environments.

Data AnalysisAdvanced

Developed dashboards and analyzed incident data to identify trends and improve operational processes.

Customer SupportExpert

Provided technical assistance to customers, resolving software incidents efficiently and maintaining high satisfaction.

Team LeadershipAdvanced

Led and trained support teams, managed escalations, and improved response workflows.

IT Systems SupportAdvanced

Supported networking and operating systems, troubleshooting issues and maintaining system performance.

Experience

Technical Support Analyst

ESO

07/2025 - 02/2026

Resolved complex software incidents while maintaining SLA compliance and customer satisfaction., Investigate issues using structured debugging and root cause analysis to identify fixes, workarounds, and escalations when needed., Collaborate with internal teams to track recurring problems and...

Technical Support Specialist

Schoolmint

01/2021 - 06/2025

Provided technical support for software applications, resolving incidents efficiently while maintaining high customer satisfaction., Performed root cause analysis across mixed environments (application behavior, configuration, connectivity) and implemented effective fixes or workarounds.,...

Resolution Supervisor

Valor Global Technologies SA

01/2019 - 01/2021

Led a team of agents handling complex customer cases, ensuring quality standards and SLA adherence., Analyzed incident trends and recommended process improvements to reduce escalations and improve response times., Managed escalated customer incidents ensuring timely resolution., Led onboarding and...