EDWIN VELEZ
Fort Lauderdale,FL
Summary
Results-driven Customer Support Technician with eight years of experience enhancing resolution times and customer satisfaction. Delivered optimized support processes and mentored new hires, boosting team performance. Specialized in troubleshooting and provisioning Mikrotik and Polycom products while creating effective training materials. Manages multiple priorities to provide prompt technical solutions.
Overview
9
9
years of professional experience
Work History
Logistics Coordinator Team Lead
Hotwire Communications
Fort Lauderdale, Florida
09.2025 - Current
- Ensured accurate inventory through receiving, inspecting, and organizing incoming warehouse materials, tools, and equipment to facilitate operational readiness
- Ensured newly hired technicians were properly equipped for field assignments by coordinating the distribution of tools and equipment
- Facilitated project completion by transporting materials and equipment between warehouse locations and job sites, ensuring timely availability for teams
- Streamlined warehouse operations by overseeing accurate handling, movement, and delivery of inventory, supporting overall logistical efficiency
Customer Support Technician
QxC Communications
Boca Raton, USA
08.2018 - 09.2025
- Increased customer satisfaction by 30% through resolving 100 technical issues promptly.
- Reduced call wait times by efficiently prioritizing support tickets and utilizing time management skills.
- Maintained comprehensive knowledge of products, enabling prompt assistance for customers experiencing technical difficulties.
- Collaborated with team members to enhance productivity and provide exceptional support service.
- Assisted in developing training materials for new employees, ensuring a strong foundation in company procedures and product knowledge.
- Mentored new hires during onboarding, facilitating smooth integration into the support team.
- Oversaw provisioning of Mikrotik and Polycom equipment, ensuring timely access for customer needs.
IT Internship
Property Appraisers
Fort Lauderdale, USA
04.2018 - 07.2018
- Created disk images for new desktop towers to prepare them for user deployment.
- Configured desktop tower settings to align with user needs.
- Transferred essential files to new machines for user readiness.
IT Internship
Marino Campus
Fort Lauderdale, USA
01.2018 - 03.2018
- Increased intern project efficiency by 20% by coordinating maintenance and repair team assignments and providing daily tech support.
- Built and configured desktop towers and laptops for Marino Campus IT lab, enhancing user access to technology resources.
- Created CAT 5 patch cables, improving network connectivity reliability for onsite operations. patch cables to support reliable network connectivity onsite.
- Researched and recommended IOT hardware components, optimizing inventory selection for Marino Campus IT resources.
Education
High School Diploma -
The Wilson Academy
West Palm Beach, FL05-2016
Skills
- Supply chain coordination
- Logistics support
- Provisioning and inventory management
- Inventory control
- Time management
- Attention to detail
- Team collaboration
Accomplishments
- Improved Response Time, Enhanced support ticket resolution time by 30%, boosting customer satisfaction.
- Effective Employee Training, Trained over 20 new employees, improving team competency by 15%.
- Boosted Productivity, Improved troubleshooting process efficiency by 25%, increasing support team productivity.
Languages
English, Advanced
Timeline
Logistics Coordinator Team Lead
Hotwire Communications
09.2025 - Current
Customer Support Technician
QxC Communications
08.2018 - 09.2025
IT Internship
Property Appraisers
04.2018 - 07.2018
IT Internship
Marino Campus
01.2018 - 03.2018
High School Diploma -
The Wilson Academy