# Technical Support & Operations Professional Location[Costa Rica](https://jobicy.com/resume-region/costa-rica.md)Rate, USD Not specifiedWork schedule Full Time, Links—Language skills English, Italian, Portuguese, SpanishAvailable for Hire Yes Hire me Save Log in to save * ## About me I am a multilingual technical support and operations professional with more than 13 years of experience across enterprise IT support, customer-facing publishing operations, Amazon marketplace quality, AI data workflows, and time-sensitive logistics. I have built my career around calm issue ownership, precise documentation, and troubleshooting across internal systems. I am comfortable working in environments where accuracy, empathy, and fast response times are essential. My background includes access provisioning, authentication support, Active Directory workflows, ticket-based service desk operations, and escalation coordination. I have also supported quality assurance processes, metadata and data-quality control, and internal documentation development. I have worked in high-accountability roles where customer trust, operational consistency, and process adherence were critical. In these roles, I regularly balanced speed and quality while collaborating with global teams and handling urgent cases under pressure. I am also experienced in multilingual communication, with professional support experience in English, Spanish, and Portuguese. This has allowed me to support users and stakeholders across LATAM, Brazil, Portugal, and international operations. I am seeking opportunities where I can contribute my technical support, operations, and quality-focused experience in a remote or global support environment. I bring strong attention to detail, structured problem-solving, and a service mindset to every role I take on. ## Professional area ### [Admin & Virtual Assistant](https://jobicy.com/resume-category/admin.md)[Customer Support](https://jobicy.com/resume-category/supporting.md)[Management & Operations](https://jobicy.com/resume-category/management.md) ## Skills ### [Active Directory](https://jobicy.com/resume-skill/active-directory.md)[Customer Support](https://jobicy.com/resume-skill/customer-support.md)[Microsoft Excel](https://jobicy.com/resume-skill/excel.md)[Microsoft Office](https://jobicy.com/resume-skill/microsoft-office.md)[Operations Management](https://jobicy.com/resume-skill/operations-management.md)[Problem Solving](https://jobicy.com/resume-skill/problem-solving.md)[Process Improvement](https://jobicy.com/resume-skill/process-improvement.md)[Quality Assurance](https://jobicy.com/resume-skill/quality-assurance.md)[Stakeholder Management](https://jobicy.com/resume-skill/stakeholder-management.md)[Technical Support](https://jobicy.com/resume-skill/technical-support.md)[Time Management](https://jobicy.com/resume-skill/time-management.md)[Troubleshooting](https://jobicy.com/resume-skill/troubleshooting.md) ## Education 2013 Relaciones Internacionales @ Universidad Nacional (UNA) Unfinished degree. 2009 Bachillerato en Educacion Media @ Instituto de Alajuela ## Experience 2023 - 2026 Operations & Quality Support @ Fashion Brand Operations Created training manuals and standardized production process documentation, improving consistency for manufacturing teams and supporting repeatable quality workflows. Reviewed digital files, physical samples, image assets, and production details to identify quality issues before release or customer-facing use. Coordinated with overseas distributors and manufacturers for international store launch support, balancing timelines, stakeholder needs, and quality expectations. 2021 - 2023 Restricted Products Operations @ Amazon Developed, tested, and maintained automated internal rules that filtered unsafe or restricted products from search results and marketplace listings. Monitored rule outputs for accuracy, stability, and compliance; investigated false positives and false negatives to protect customer experience and marketplace integrity. Analyzed search-quality outcomes independently, refined rule logic, and documented findings to support better operational decision-making. 2020 - 2021 Alexa Data Services - Transcription & Annotation @ Amazon Transcribed, annotated, and validated high volumes of multilingual audio data, capturing accents, fast speech, regional expressions, context, and intent. Maintained linguistic and contextual consistency to support AI model quality, applying careful review standards across repetitive production workflows. Balanced speed, accuracy, and quality expectations while working with cloud-based AI data solutions and internal review guidelines. 2019 - 2020 Critical Shipments Operations @ UPS Managed time-sensitive shipment operations for VIP and critical clients during after-hours shifts, initiating processes within strict 5-10 minute SLAs. Owned end-to-end operations for 65+ clients during nights and weekends, prioritizing urgent cases and maintaining continuity outside standard business hours. Received handoffs, monitored status, escalated urgent needs, and communicated progress under pressure until the next shift transition. 2016 - 2018 Kindle Direct Publishing Agent @ Amazon Supported independent authors in English and Portuguese with account setup, metadata management, and digital/print formatting for book launches. Resolved publishing, formatting, payment, and metadata issues using internal tools while communicating clearly with customers and internal teams. Investigated royalty and payment discrepancies, balancing customer empathy with accurate policy and system guidance. 2016 Service Desk Analyst @ Hewlett Packard Enterprise / Procter & Gamble Provided multilingual enterprise IT support across LATAM, Portugal, and Brazil, focusing on access management, authentication, and internal systems. Provisioned accounts, resolved login and access issues, and documented incidents according to ITIL-based service desk processes. 2014 - 2016 IT Access & Identity Support @ Fujitsu / British American Tobacco Account Managed user onboarding and access provisioning through Active Directory and internal identity systems, ensuring secure and timely access for new employees. Supported Brazilian employees with access, authentication, and enterprise platform issues in Portuguese and English. Tracked, documented, and resolved incidents in ticketing systems, contributing to efficient IT operations and compliance with internal procedures. 2013 - 2014 Technical Support Associate @ AT&T; Managed Services (Sykes) Performed internal network diagnostics and CCNA-level testing to identify router and connectivity issues. Analyzed failures and coordinated with third-party service providers in Brazil to resolve infrastructure incidents. Supported network stability through accurate issue documentation and trilingual technical communication. ## Recommend this talent ## Related resumes [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Customer Service ProfessionalJamaicaI am a motivated and service-oriented professional with experience in office administration, education support, and multilingual communication. I enjoy helping people, handling inquiries, and creating clear communication in professional settings….](https://jobicy.com/cv/id148779.md) * [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Technical Support SpecialistCanadaI am a Technical Support Specialist with experience in troubleshooting, system administration, and customer assistance across IT and telecom environments. 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