Felipe Martin
Sunland Park,NM
Summary
Detail-oriented IT Support Technician with two years of experience delivering technical support and customer service in remote settings. Expertise in troubleshooting account access, authentication, and device security while ensuring compliance with HIPAA, PCI DSS, and GDPR. Skilled in English-Spanish interpretation for effective communication between clients and support teams, with a focus on accurate documentation and high customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Representative II (Bilingual)
TTEC-Remote
Sunland Park, New Mexico
09.2022 - Current
- Provided bilingual (English–Spanish) technical and customer support across multiple programs.
- Interpreted live calls between English-speaking agents and Spanish-speaking customers to ensure accurate communication.
- Resolved account access issues, software inquiries, and technical troubleshooting to enhance user experience.
- Maintained strict compliance with HIPAA, PII, and PHI regulations during sensitive interactions.
- Followed data protection standards, including GDPR, FISMA, and PCI DSS, while handling personal and payment information.
- Accurately documented cases and resolutions using CRM systems, in accordance with company and federal policies.
- Guided customers on account security and best practices, contributing to reduced risk and repeat inquiries.
- Partnered with internal teams to streamline workflows and enhance knowledge bases, boosting overall customer satisfaction.
Technical Support Representative (Bilingual)
Concentrix — Remote
Sunland Park, New Mexico
04.2024 - 10.2024
- Interpreted English–Spanish calls to enhance communication for customers and internal teams.
- Delivered professional and compliant customer interactions, consistently meeting quality standards.
- Supported users with password recovery, multi-factor authentication (MFA), and device security configuration.
- Processed system access and incident tickets while adhering to FISMA-aligned security and reporting standards.
- Ensured compliance with HIPAA, GDPR, and PCI DSS during troubleshooting and identity verification processes.
- Recorded technical issues, escalations, and resolutions accurately to support knowledge sharing and resolution tracking.
Supervisor /Sales Team Leader
George A. Veloz Enterprises Inc.
Odessa, Texas
03.2018 - 10.2021
- Supervised daily operations, coordinated staff scheduling, and assigned tasks to optimize workflow.
- Managed POS transactions and cash reconciliation while ensuring adherence to internal controls.
- Enforced PCI DSS-compliant practices to ensure secure payment processing and prevent fraud.
- Monitored surveillance systems to identify risks and ensure policy compliance.
- Trained employees on operational procedures and security standards to enhance compliance and performance.
Education
Bachelor of Science - Cybersecurity
Rasmussen College
Lake Elmo, MN05-2025
Skills
- Technical support
- Customer service
- Incident management
- Data protection
- Problem solving
- Compliance standards
- Communication skills
- Team collaboration
- Security protocols
- Opening and closing accounts
Languages
English
Professional
Spanish
Full Professional
Timeline
Technical Support Representative (Bilingual)
Concentrix — Remote
04.2024 - 10.2024
Customer Service Representative II (Bilingual)
TTEC-Remote
09.2022 - Current
Supervisor /Sales Team Leader
George A. Veloz Enterprises Inc.
03.2018 - 10.2021
Bachelor of Science - Cybersecurity
Rasmussen College