Experienced professional specializing in technical support, fraud analysis, and customer service, with a proven track record in high-volume environments.
Provided front-line technical support for hardware, software, and network issues across multiple organizations.
Diagnosed and resolved technical problems related to hardware, software, and network systems.
Delivered support to customers and store staff, ensuring resolution of issues and high satisfaction.
Monitored customer activity to detect and prevent fraudulent transactions and security breaches.
Amazon
Analyzed customer orders and account activity to prevent fraud and unauthorized transactions., Used internal tools to validate identity, investigate suspicious activity, and mitigate financial risk., Delivered customer support through secure channels and ensured compliance with internal security...
Cognizant
Provided Level 1/1.5 support to retail stores across Latin America, the U.S., and Canada., Troubleshot POS systems, scanners, printers, network connectivity (TCP/IP, LAN/WAN), and Windows applications., Managed tickets using internal ITSM platforms and ensured proper documentation and follow-up.,...
Experian
Provided technical support to internal employees across multiple systems and business units., Handled ticket creation, incident triage, and resolution across various software environments., Assisted users with password resets, access permissions, VPN issues, and Windows application errors.,...
Dell
Electronics Technician Diploma
High School Diploma
English Diploma
School Diploma
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Managed technical incidents, documented solutions, and escalated issues when necessary.
Provided hardware and software troubleshooting for end users with Dell desktops and laptops., Supported OS issues, performance troubleshooting, firmware updates, and peripheral configurations., Assisted new hires during training and acted as a subject-matter backup for Level 2 escalations.,...
Convergys
Supported residential users with internet service, cable boxes, network setups, and billing issues., Guided customers through modem/router resets, signal troubleshooting, and service provisioning.
Sykes
Delivered front-line customer and technical support for device protection services., Assisted users with mobile device troubleshooting, account access, and warranty processes.
