Daniel Martínez Álvarez

Bilingual Technical Support Specialist with experience in SaaS environments, client-facing support, troubleshooting, and ticket management. Strong background resolving user issues, analyzing workflows, documenting incidents, and delivering clear professional communication in English and Spanish. Experienced supporting business users in fast-paced environments, identifying root causes, distinguishing between user error, configuration issues, and technical defects, and escalating cases effectively.

Experienced in identifying technical issues, guiding customers through solutions, escalating cases effectively, and supporting digital platforms with a customer-first mindset. Comfortable learning APIs, integrations, and evolving technologies.

Web OV Agent at NISSAN (2024-06 – 2025-10)

Managed CRM records, documentation accuracy, and structured workflows. Maintained confidential user/customer data with attention to detail. Ensured compliance in high-volume operational processes.

• Managed CRM records, documentation accuracy, and structured workflows
• Maintained confidential user/customer data with attention to detail
• Ensured compliance in high-volume operational processes

Service Desk Leader at SOFTTEK (2024-02 – 2024-04)

Led daily support operations for enterprise users across multiple support channels. Acted as escalation point for access, authentication, and user account issues. Coordinated ticket prioritization and SLA compliance. Supported team members with complex troubleshooting cases. Ensured documentation quality and process adherence.

• Led daily support operations for enterprise users across multiple support channels
• Acted as escalation point for access, authentication, and user account issues
• Coordinated ticket prioritization and SLA compliance
• Supported team members with complex troubleshooting cases
• Ensured documentation quality and process adherence
• Improved communication between users and internal technical teams
• Monitored service quality and response efficiency

Service Desk Analyst at SOFTTEK (2022-10 – 2024-01)

Provided technical support to corporate users in cloud-based and SaaS environments. Diagnosed access, functionality, and configuration issues across multiple systems. Managed incidents through ticketing platforms while meeting SLA targets. Escalated complex issues with clear documentation and troubleshooting steps. Delivered professional support in English and Spanish.

• Provided technical support to corporate users in cloud-based and SaaS environments
• Diagnosed access, functionality, and configuration issues across multiple systems
• Managed incidents through ticketing platforms while meeting SLA targets
• Escalated complex issues with clear documentation and troubleshooting steps
• Delivered professional support in English and Spanish

Service Desk Agent at CONVERGE (2022-02 – 2022-10)

Provided remote technical support via phone, chat, and email. Resolved account access, password, software, and connectivity issues. Assisted users with onboarding systems and permissions access. Maintained accurate ticket records and escalation notes. Delivered bilingual support to domestic and international users.

• Provided remote technical support via phone, chat, and email
• Resolved account access, password, software, and connectivity issues
• Assisted users with onboarding systems and permissions access
• Maintained accurate ticket records and escalation notes
• Delivered bilingual support to domestic and international users

Bachelor of Science in Communication and Multimedia – Universidad Madero (2017)