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Roger
General VA Spanish Bilingual
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Competencies
Demonstrated experience with HubSpot CRM.
Demonstrated experience with Google Workspace.
Demonstrated experience with Microsoft 365.
Demonstrated experience with Asana.
Demonstrated experience with Power BI.
Education
Languages
Summary
General VA Spanish Bilingual open to new opportunities
Experience
Microsoft 365 Admin Support
Manage and resolve customer requests through tickets, email, chat, phone, and formal support channels.. Analyze customer issues and requirements to identify appropriate technical and business solutions.. Provide bilingual English/Spanish customer support to administrators and business users.. Support and manage multiple customers with Microsoft 365 services including Exchange Online, SharePoint, Teams, OneDrive, and domain management while maintaining service quality, prioritization, and timely resolution.
Microsoft 365 Technical POD Lead
Led and collaborated with technical support engineers and cross-functional teams to resolve complex customer issues.. Coordinated technical cases, priorities, and resources to ensure timely and effective customer resolution.. Supported team members through knowledge sharing, troubleshooting, and technical guidance.. Analyzed recurring issues and collaborated with internal teams to identify opportunities for process improvement.
Technical Service Engineer
Troubleshot and resolved technical incidents for customers and business partners, ensuring timely service delivery.. Collaborated with sales and commercial teams on customer-focused projects, supporting technical requirements and solution implementation.. Supported the management of inventory and service-related systems, maintaining accurate records and coordinating equipment availability.. Assisted with billing and invoicing processes, ensuring accurate information and coordination between technical and administrative teams.. Analyzed customer requirements and collaborated with different departments to identify solutions and improve service processes.. Coordinated with internal teams to ensure effective order, installation, service delivery, and customer support workflows.. Worked with multiple internal systems and databases to manage customer, service, inventory, and operational information.
Subject Matter Expert | Cloud Support Specialist | Technical Support Agent
Supported enterprise customers and technical teams across LATAM and international markets.. Served as a Subject Matter Expert, providing technical guidance, escalation support, and knowledge sharing.. Analyzed complex customer issues and collaborated with internal teams to deliver effective solutions.. Developed strong expertise in customer service, problem solving, technical support, and Microsoft cloud technologies.
Microsoft 365 Technical POD Lead | Concurrent role
Led a POD of 30 technical support engineers, coordinating cross-functional teams to resolve complex issues.. Coached team members through knowledge sharing and guidance.
Technical Service Engineer (Technical Support & Outbound Sales) | Concurrent role
Made proactive outbound calls in English to end customers from lead lists supplied by a lead-generation partner, offering internet service to people interested in internet access in rural California.. Contacted about 100 prospects per month and negotiated price against each customer's current service to convince them to switch providers.. Sent follow-up emails within 48 hours of the initial calls; created the call scripts and follow-up email templates used with customers.. Applied technical knowledge in sales conversations, upsold and cross-sold services, scheduled installations, explained how the service worked and handled incident reports until the customer confirmed everything worked 100%.. Tracked leads and follow-ups in HubSpot, managed customer, service and inventory records in Sonar CRM for 300 accounts, and reported closed sales weekly.. Resolved technical incidents, supported billing and invoicing, and worked with sales and commercial teams on escalations, installations and service delivery.
Subject Matter Expert | Cloud Support Specialist | Technical Support Agent
Supported enterprise customers and technical teams across LATAM and international markets on Microsoft cloud technologies.. Served as Subject Matter Expert for a team of 15, providing guidance, escalation support and knowledge sharing.. Delivered technical and customer service trainings for the Microsoft 365 program.