Experience

Customer Service Representative
Sykes, San Jose
September 2020 - March 2021

Assisted bank customers with a variety of requests, such as answering questions about the service provided, checking account balances or status, and connecting callers with other bank staff if they have a specific issue or need a specific service.

Technical Support Specialist for VoIP
Movate, Heredia
March 2021 - January 2023

Primary responsibility was to troubleshoot and resolve technical issues reported by our customers. This involved implementing maintenance requests initiated by Engineering and working on deployment project plans to onboard new customers. I communicated clearly, asked informed questions, and listened actively to provide targeted support for technical issues. Drawing from my extensive programming experience, I solved technical problems and provided step-by-step guidance for VoIP. I also customized the system, software, and hardware settings to meet the specific needs of each user.

Technical Support Specialist and Migrations Engineer
Net2Phone, San Jose
January 2023 - current

My main responsibility is to provide technical support to customers and assist in the migration of their data and systems. I troubleshoot and resolve technical issues reported by customers and work with them to ensure smooth transitions during the migration process. I also collaborate with the sales team to provide technical expertise during pre-sales engagements and with the product team to provide feedback on product development and enhancements. By having a strong understanding of networking and cloud infrastructure, as well as experience in scripting and automation tools, I can communicate clearly to explain technical concepts to customers with varying levels of technical expertise. I am also highly organized and able to manage multiple projects and priorities simultaneously.