Gary Gomez

With over 3 years of experience as a customer service representative in a multinational environment. Additionally, I have fulfilled duties in the quality control department, where I supervised the tracking of action plans, provided coaching sessions, and ensured quality control in both customer service and technical aspects. My impeccable track record is based on my ability to efficiently and creatively solve problems, as well as my commitment to continuous improvement and excellence in customer service.

Currently pursuing a degree in Systems Engineering at Fidelitas University.

Technical Support Specialist (Hardware and Software)

June 2020 – August 2023

• Provided global customer support for hardware and software issues, ensuring fast and effective solutions.
• Delivered presentations to the team aimed at enhancing technical support skills and knowledge.
• Collaborated with cross-functional teams to resolve complex technical problems, improving customer satisfaction and retention.

Quality Analyst for Technical Support (Hardware and Software)

August 2023 – Present

• Analyzed departmental metrics to identify areas for improvement and recommended specific changes to enhance performance.
• Developed, designed, and executed action plans to improve service quality and efficiency.
• Implemented quality assurance standards and provided precise feedback to teams to ensure continuous improvement.
• Completed numerous projects aimed at creating a framework for standardized, recurring reports to streamline processes.
• Conducted coaching sessions, meetings, and presentations focused on enhancing customer service and support skills within the team.

University Fidélitas

San José, Costa Rica

Bachelor of Software Engineering

2020 – Current (Expected graduation: 2025)

• Currently pursuing a Bachelor of Software Engineering with 3.5 years of completed studies.
• Gained comprehensive knowledge and practical experience in software development, algorithms, and system design.

Costa Rican American Cultural Center / Centro Cultural Costarricense Norteamericano

San José, Costa Rica

2017 – 2020

• Successfully completed the TOEIC® (Test of English for International Communication), achieving a C1+ level.
• Developed advanced foreign language skills, enabling fluent speaking, writing, and reading in English.