I am a bilingual technical support professional with customer-facing experience supporting Verizon customers through Asurion and SiriusXM subscribers. I communicate clearly in English and Spanish and enjoy guiding nontechnical users through practical solutions.
I have hands-on experience troubleshooting mobile devices, connectivity, activation, software, account-access, and service issues. I document cases accurately, follow diagnostic processes, and escalate complex issues when needed.
My technical foundation includes Windows 10/11, iOS, Android, networking fundamentals, cloud concepts, programming, and relational databases. I am familiar with TCP/IP, DNS, DHCP, VPNs, MFA, AWS IAM, EC2, VPC, CloudWatch, and Auto Scaling.
I earned a Bachelor of Science in Information Technology from the University of Phoenix, with a 3.6 GPA and two Dean's List recognitions. My academic work included mobile banking application analysis, system design, programming projects, and database modeling.
I also bring operations and logistics experience, where I coordinated time-sensitive deliveries, communicated with multiple stakeholders, and maintained digital records and compliance documentation. I am seeking remote technical support, help desk, or application support opportunities aligned with US Central working hours.
Provided phone-based technical support for Verizon customers using iPhones, Android phones, tablets, iPads, and smartwatches. Resolved setup, connectivity, software, activation, and account-access issues.
Guided customers through step-by-step diagnostics using clear, nontechnical language. Documented customer interactions, technical problems, and resolutions in internal support systems and escalated complex cases when appropriate.
Assisted SiriusXM subscribers with satellite-radio activation, signal and service issues, account management, billing, and subscription questions.
Troubleshot reported problems, explained resolution steps clearly, and recorded customer interactions in a high-volume service environment.
Coordinated time-sensitive United States deliveries with dispatch teams, shippers, and receivers. Communicated schedule changes and independently resolved logistics issues.
Maintained electronic logs, shipment records, and compliance documentation using digital systems.
Bachelor of Science, Information Technology
Graduated with a 3.6/4.0 GPA and received Dean's List recognition twice. Completed coursework and projects in programming, databases, networking, cloud services, security, mobile application analysis, and system design.
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