I am a technology-focused professional from Heredia, Costa Rica, with experience in technical support, IT operations, and customer service. I enjoy using technology to improve customer satisfaction and solve problems efficiently.
I have worked in roles that required me to adapt quickly, communicate clearly, and provide empathetic support. My background includes computer equipment support, operating system installation, printer troubleshooting, remote desktop configuration, VPN setup, and data entry in Oracle databases.
In my most recent role as Technical Support Manager at CORBEL, I handled technical support tasks, equipment inventory management, supplier coordination, and basic administration of ERP and Windows server-related tools. I also supported domain administrator activities and contributed to keeping operations running smoothly.
Previously, I worked as an IT Technician at DMSolutions CR, where I provided on-site support to different companies. My responsibilities included hardware repair, network support, OS installation, printer support, and mobile device configuration.
I also have experience in customer-facing support roles, including Support Specialist at Uber’s Center of Excellence and Telephone Advisor at Netcom. These positions strengthened my ability to manage sensitive situations, analyze incidents, protect user privacy, and resolve issues across multiple departments.
My education is in computer systems engineering and information technology, and I continue to build my technical profile with skills in Python essentials, Azure, Cisco tools, ServiceNow, and service desk support. I am looking for opportunities where I can combine technical knowledge, problem-solving, and customer service to deliver reliable support and continuous improvement.
Provided technical support for computer equipment, operating system installation, printer support, remote desktop configurations, data entry into Oracle databases, VPN configurations, equipment inventory management, supplier coordination, basic support for the Softland ERP administrator module, and knowledge of domain administrator tools and Windows Server.
Provided on-site technical support to various companies for computer equipment repair, network support, operating system installation, printer support, and mobile device configuration.
Handled critical incidents such as interpersonal conflicts, thefts, and accidents by phone and online, working with different departments to resolve them. Analyzed and identified errors in theft and accident processes, improved case handling time by 30%, and managed sensitive calls while ensuring user privacy.
Provided support for TV, internet, and external/internal connection issues with ICE services for Project GSR-1119.
Developed generalized manuals for creating programs based on collected and specifically selected data.
Bachelor's degree in Computer Systems Engineering
Studying computer systems engineering.
Mid-Level Technician in Information Technology and Software Development
Technical secondary education focused on IT and software development.
High School Diploma
Completed high school education.
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