Dedicated tech support specialist with 8 years of experience providing technical resolutions and customer advocacy across platform platforms like Brightspace and Verizon Fios. Skilled in conflict resolution, network troubleshooting, and effective communication in bilingual environments.
Provided technical support, conflict resolution, and customer advocacy in high-volume environments.
Diagnosed and resolved network and platform-related issues involving LAN/WLAN, routers, and user account problems.
Applied advanced de-escalation techniques to transform high-tension interactions into productive dialogue.
Communicated technical concepts clearly in English and Spanish across live chat and written correspondence.
BRIGHTSPACE (D2L) / RESULTSCX
Serve as a primary point of contact for users navigating technical or configuration issues when using the platform., Utilize advanced de-escalation techniques to transform high-tension interactions into productive, calm dialogues., Manage a high volume of inquiries while maintaining a relaxed,...
VERIZON FIOS & METROPCS (TELVISTA)
Recognized for excellence in conflict resolution, consistently receiving high satisfaction ratings for handling "difficult" or "at-risk" accounts., Simplified complex policies and procedures into easily digestible information for clients experiencing cognitive...
BELKIN INTERNATIONAL (TELISSIMO)
Performed remote network troubleshooting for LAN/WLAN issues involving routers, access points, and switches., Assisted users with the installation and configuration of computer systems following pre-established guidelines., Translated complex technical concepts into user-friendly language for...
High School Diploma
Technical Training
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Utilized Salesforce, Zendesk, Microsoft Office, Slack, and Active Directory in support operations.
