Marcos Ramon Flores Vargas

Bilingual Technical Support Specialist (Portuguese–Spanish) with over 10 years of experience in IT troubleshooting, remote assistance and customer service across LATAM. Skilled in diagnosing hardware and software issues, configuring VPN connections, managing antivirus consoles (Bitdefender, ESET), and providing end-to-end technical support under SLA-driven environments. Strong experience supporting multinational operations and digital technology services.

Adept at incident resolution, client communication and continuous improvement in fast-paced settings. Highly adaptable, analytical and results-oriented.

Process Specialist – IT Service Desk at Infosys (2026-01 – 2026-05)

• Provided bilingual (Portuguese–Spanish) enterprise IT support for LATAM users within a multinational environment.
• Managed incidents and service requests through ticketing systems while maintaining SLA compliance.
• Performed access management activities, user support, remote troubleshooting and system configuration.
• Coordinated issue escalations with Level 2 support teams and monitored resolution progress.
• Supported operational reviews and adherence to service desk processes and internal policies.

Technical Support Advisor at Kinvori (formerly Konibit) – LATAM Region (2018-10 – 2026-01)

• Provided remote IT assistance via VPN, including software installation, workstation configuration, email setup and antivirus management (Bitdefender, ESET).
• Troubleshot user issues and optimized performance through active technical support.
• Maintained SLA compliance and achieved high resolution and customer satisfaction metrics.

Customer Service Executive (Portuguese) at TeleTech (2017-11 – 2018-09)

• Delivered technical support to Portuguese-speaking customers for audio and computer devices.
• Conducted hardware validation, warranty coordination and issue follow-up via contact center.
• Supported operational reports and service monitoring.

Customer Care & Technical Support – Aeroméxico Club Premier / Huawei at Teleperformance (2015-08 – 2017-04)

• Assisted Brazilian customers with reservation management and personalized telephone support.
• Provided troubleshooting for mobile and landline telecommunication devices.
• Maintained service quality and achieved high performance on customer satisfaction indicators.

Back Office & Call Center Supervisor – Banco Azteca / Elektra Campaign at Grupo Salinas (2007-10 – 2014-10)

• Directed operational teams and guided agents based on call center performance metrics.
• Handled complex customer cases and led improvement initiatives for customer service quality.
• Delivered feedback sessions focused on results and operational performance.

Bachelor's Certificate in Tourism Business Administration – UNIMEX – Polanco, Mexico City (2018-08)

Technical Certification in Computing – CETis 37 – Nezahualcóyotl, Mexico State (2006-08)