Alex Rivero

Technical Support Specialist

Miami,FL

Summary

Experienced in technical troubleshooting, customer-facing support, and ticket-based support as a bilingual IT Support professional. Experienced hardware and software diagnostics and diagnostics on account-related issues in voice and chat channels. Excellent knowledge of networking principles, operating systems, and troubleshooting of systems. Pursuing a Help Desk role to help end users and aid in effective IT operations.

Overview

years of professional experience

Work History

Technical Support Representative

Concentrix

12.2023 - 04.2024

Diagnosed and resolved technical issues related to software, account access, and system functionality via voice and chat support.
Guided users through troubleshooting steps including connectivity issues, login errors, and configuration problems.
Documented incidents using ticketing systems to ensure accurate escalation and resolution tracking.
Collaborated with internal technical teams to resolve advanced cases and improve service workflows.
Maintained high customer satisfaction while managing high-volume support queues.

Customer Service Representative

Airtech Communications BPO

08.2022 - 09.2023

Managed customer interactions through phone, chat, and ticketing systems.
Resolved account, billing, and technical-related inquiries efficiently.
Maintained detailed documentation of cases and ensured timely follow-ups.
Delivered high-quality service in a fast-paced, performance-driven environment.

Sales & Customer Service Representative

Tiendas Daka

06.2019 - 05.2020

Provided in-person and phone-based customer support for consumer electronics and appliances.
Assisted customers with product troubleshooting and technical explanations.

Education

High School Diploma -

U.E.P El Gran Aborigen

Skills

Operating Systems: Windows 10/11 & Linux

Networking Fundamentals: TCP/IP, DNS, DHCP

Hardware Troubleshooting & PC Assembly

Software & Application Support

Timeline