1Clap

Bilingual Technical Support Specialist with experience in telecommunications, internet provisioning, remote diagnostics, and customer support. Proven ability to troubleshoot connectivity issues, assist field technicians, manage concurrent technical chats, create outage tickets, and drive incident resolution in high-volume environments. Skilled in ONT and modem troubleshooting, fixed wireless support, service activation, IT ticketing systems, escalation procedures, and root cause analysis.

Recognized for technical judgment, clear communication, adaptability, and consistent delivery of accurate customer-focused solutions.

Technical Support Specialist at PRODAPT (2026-04 – Present)

• Provide simultaneous real-time technical support to two field installation technicians through concurrent chat sessions, maintaining accuracy, clear communication, and effective case prioritization.
• Diagnose and troubleshoot ONT, modem, fixed wireless, connectivity, internet speed, provisioning, and equipment configuration issues.
• Provision internet services, add and validate modems, verify device updates, and confirm service readiness before installation completion.
• Guide technicians through structured troubleshooting procedures to restore service efficiently and reduce installation delays.
• Create outage and incident tickets, document diagnostic actions and findings, and escalate unresolved network-related issues with complete technical notes.

Customer Service, Sales, and Technical Support Representative at ALORICA (2025-12 – 2026-04)

• Provided first-level technical support for mobile device activation, connectivity, software, service, and account-related issues.
• Diagnosed technical problems through targeted questions and guided customers through structured troubleshooting procedures to restore device functionality and service.
• Created and documented technical and order-related tickets, recording symptoms, troubleshooting actions, and resolution outcomes accurately.
• Managed complex, high-volume technical calls while maintaining call control, clear communication, empathy, and professional customer service.
• Translated technical procedures into simple instructions and escalated unresolved incidents to the appropriate support teams with complete case documentation.

Accounts Receivable Biller at INSIGNIA RESOURCES (2022-12 – 2024-04)

• Processed high-volume insurance invoices for U.S. healthcare patients and tracked payments and insurance approvals using Excel.
• Maintained accurate patient and billing records in ARProactive while completing administrative tasks with strong attention to detail.

Bachelor's Degree in English – UNIVERSIDAD DEL ISTMO (2023)