Daniel Duran
Technical Support Specialist | Cybersecurity Engineering Student
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Sobre mí
Technical support professional with 4+ years of experience investigating platform and workflow issues, owning tickets from initial investigation through resolution or escalation via Salesforce CRM under strict SLA compliance. Hands-on experience validating data with SQL queries and joins, and working with JSON and XML payloads to diagnose data-related errors. Foundational understanding of software development and troubleshooting concepts, with Python and Java programming experience.
Strong problem-solving skills, attention to detail, and a willingness to learn unfamiliar systems.
Advanced
English (B2+), written and verbal.
Experiencia
Digital Signature Executive at DocuSign (Cognizant) (2022-01 – 2026-06)
- Owned assigned tickets via Salesforce CRM from initial investigation through resolution or escalation, ensuring SLA compliance for a SaaS-based digital document platform.
- Investigated platform and workflow issues reported by corporate clients across the U.S., LATAM, and Europe, reproducing issues and documenting findings before escalating to technical teams.
- Performed SQL queries and joins to validate data and support investigations, and worked with JSON and XML payloads to diagnose data-related errors.
- Maintained accurate, current documentation of troubleshooting steps, findings, and next steps, proactively communicating progress and blockers to stakeholders.
- Prepared clear, actionable escalations with relevant context and investigation results, remaining engaged until resolution.
Customer Service Representative at Capital One Bank (Foundever) (2021-01 – 2022-12)
- Diagnosed and resolved customer account and billing issues, maintaining accuracy under strict service standards.
- Interpreted banking transactions and processed account renewals, tariff updates, and identity verification requests.
Customer Service & Sales Senior Representative at AT&T Services (Foundever) (2018-01 – 2021-12)
- Delivered technical and billing support for telecom products, maintaining accurate case documentation.
- Contributed to team performance targets through proactive customer engagement and issue resolution.
Educación
B.S. in Cybersecurity Engineering – Universidad Fidélitas (2024-01)
CCNA I, II, III – Universidad de Costa Rica (2022-01 – 2023-12)
English Customer Service & Microsoft Office – INA (2015-01 – 2017-12)
High School Diploma – Ministry of Education (2016-12)
