Marco - Technical Support Specialist with 3+ years of bilingual expertise

Fluent in Spanish and English, facilitating effective communication with diverse user bases.

Experienced in resolving support tickets, creating technical documentation, and providing remote diagnostics across various environments.

Skilled in email, calendar, and CRM management, supporting user needs in virtual settings.

Proficient with Google Workspace, Microsoft 365, Asana, Trello, and Slack for support and collaboration.

Managed asynchronous support tickets via Salesforce and Freshdesk, achieving an 85 % First Contact Resolution rate and < 1 hour SLA compliance., Authored and translated user guides, FAQs, and technical procedures into Spanish for students and faculty., Coordinated virtual troubleshooting sessions via chat, minimizing unnecessary phone calls.

Developed bilingual (EN<>ES) manuals for driver installation, network configuration, and printer maintenance., Provided remote diagnostics and support for Linux and Windows environments, maintaining a 4.8/5 CSAT score., Translated internal notifications and error messages to improve the experience for Spanish-speaking customers.

Performed Active Directory user administration, password resets, and access provisioning, documenting all steps in Zendesk., Created standardized procedures and translated technical support documentation.