Senior Technical Support Specialist

I manage more than 40 active accounts in an EdTech sales funnel, using consultative needs-assessment calls and structured discovery to achieve an 18% lead-to-enrollment conversion rate.

I support onboarding for more than 25 new clients per month and use follow-up cadences to reduce early drop-off by 15%. I also conduct more than 60 outbound prospecting contacts weekly and maintain a 30% qualification rate.

I diagnosed and resolved inverter and electrical faults across more than 350 residential and commercial photovoltaic installations. I combined remote diagnostics with on-site electrical testing to achieve a 90% first-visit resolution rate.

I maintained CSAT above 95% through proactive support for service, billing, and work-order inquiries. I also completed full-cycle solar installations, including structures, conduits, wiring, and inverters, with zero safety incidents while following NEC and OSHA standards.

I conducted technical inspections and quality-control activities across five active work fronts. My daily field audits helped maintain 100% OSHA federal compliance.

I created structured technical progress reports for management and helped reduce operational bottlenecks. These reporting and coordination improvements reduced delay incidents by 20%.

I performed remote troubleshooting for marine HVAC systems and electrical panels supporting more than 60 premium accounts. I achieved a 75% remote resolution rate, avoiding unnecessary field dispatches.

I cleared a backlog of 90 tickets and reduced average resolution time from 10 to 3 days through proactive post-service follow-up. I also documented more than 400 service interactions in the CRM and assembled, wired, and commissioned marine HVAC control panels with a 95% first-activation pass rate.

I programmed and diagnosed Siemens PLC-controlled welding cells for automotive OEM customers, including BMW and Renault. I applied root-cause analysis and engineering validation practices to achieve zero-defect commissioning.

I coordinated machine acceptance milestones across two production lines. I ensured conformance with VDA and IATF automotive standards while aligning validation checkpoints with client management teams.

I programmed and commissioned PLC and HMI logic for more than 45 automated packaging machines. I reduced unplanned downtime by 22% through safety interlocks, synchronized motion control, and improved automation logic.

I delivered international technical support and training for customers in Colombia, Venezuela, and Guatemala, including a productivity increase at INPROCECA from 36 to 50 ppm. I also commissioned a 12-machine Unilever Colombia production line and led a fully remote automation go-live for Henkel Guatemala.

I diagnosed sensor faults, control logic failures, and electromechanical issues across more than 25 industrial textile machines.

I provided first-line technical support protocols that reduced production downtime by 15% and helped maintain operational continuity.

Technical diploma focused on mechatronics and industrial automation.