Jean Fernandez Rivera
Orlando,FL
Summary
Skilled Technical Support Specialist with background in providing top-notch customer service and resolving complex technical issues. Strengths include deep understanding of various software, hardware, networking systems, and excellent problem-solving skills. Previous roles demonstrate strong communication abilities, successful client relationships built through clear explanation of technical terms and processes, and consistent positive feedback for swift issue resolution.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Conduent (Apple)
Orlando, FL
12.2023 - 12.2024
- Resolved over 50+ technical support cases weekly by providing guided troubleshooting for Apple devices, resulting in a 20% increase in customer satisfaction.
- Delivered personalized training to customers on Apple products, reducing repeat inquiries and enhancing product usage confidence.
- Adapted quickly to evolving Apple tools and procedures, contributing to a streamlined support process and improved first-call resolution rate.
Fraud Prevention Specialist
Alorica (Goldman Sachs)
Lake Mary, FL
10.2022 - 09.2023
- Investigated suspicious credit card activities and proactively identified fraud patterns using LexisNexis and Innovis Web tools.
- Handled high-volume inbound and outbound calls, delivering professional support to secure customer accounts and prevent financial loss.
- Maintained calm and empathy during high-stress interactions, building customer trust and satisfaction.
Freight Handler
FedEx
Orlando, FL
10.2022 - 09.2023
- Managed shipping logistics and coordinated inventory to ensure on-time deliveries in a fast-paced warehouse environment.
- Operated forklifts and adhered to safety standards while streamlining package handling processes.
Education
Bachelor's - Applied Science for Computing Technology & Software Development
Valencia College
Orlando, FL12.2024
Skills
- Customer service and phone support
- Apple product support
- Conflict resolution and empathy
- Verbal and written communication
- Multitasking in high-volume environments
- Problem-solving and critical thinking
- CRM and ticketing systems
- Bilingual: English and Spanish
- Typing speed: 35 WPM with 95% accuracy
- Team collaboration and remote communication
Certification
- Google Data Analyst Certification (In Progress)
- Technical Certificate: Computer Information Data Specialist
- Technical Certificate: Computer Programming Specialist
- Technical Certificate: Operations Support and Services
Timeline
Technical Support Specialist
Conduent (Apple)
12.2023 - 12.2024
Fraud Prevention Specialist
Alorica (Goldman Sachs)
10.2022 - 09.2023
Freight Handler
FedEx
10.2022 - 09.2023
Bachelor's - Applied Science for Computing Technology & Software Development
Valencia College
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