Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jose Oliva Valle

Denver,CO

Summary

Seasoned Support Specialist with background in troubleshooting, customer service, and technical support. Strengths include problem solving, team collaboration, and communication skills. Known for delivering high-quality assistance to customers while exceeding expectations. Previous roles resulted in improved client satisfaction and streamlined processes within departments.

Overview

3
3
years of professional experience

Work History

Technical Client Assocate

Altvia
Broomfield, Colorado
07.2024 - Current
  • Managed end-to-end customer case resolution by triaging requests, developing and implementing solutions, and escalating complex issues through Jira, leveraging CRM systems, and in-depth internal product knowledge to ensure timely and effective support.
  • Delivered SaaS implementation training to client teams across all levels, from end users to executive stakeholders, driving successful product adoption and engagement.
  • Managed and maintained internal databases and both internal and external knowledge centers, ensuring accuracy, accessibility, and up-to-date resources for teams and clients.
  • Consulted on internal and client-facing projects, using insights from the team, company, and customer needs to inform development roadmaps and enhance support effectiveness.

Support Specialist

Labster
Cambridge, Massachusetts
08.2023 - 03.2024
  • Supported Learning Management System (LMS) integrations for a simulation-based SaaS platform, partnering with faculty, and IT administrators to ensure smooth deployment and configuration.
  • Created and maintained help center documentation to improve user self-service, reduce support requests, and optimize help desk operations.
  • Diagnosed and resolved product issues across macOS and Windows environments, ensuring a consistent and reliable experience for end users in academic and training settings.
  • Escalated complex or novel technical issues through Jira, and collaborated cross-functionally with engineering, product, and QA teams to ensure timely and effective resolution.

Operations Technician

Lumen
Broomfield, Colorado
05.2022 - 06.2023
  • Managed and monitored support tickets through the internal ticketing system and phone support, ensuring a timely response to service issues.
  • Performed Ethernet circuit testing to identify, troubleshoot, and confirm the resolution of connectivity issues.
  • Escalated unresolved or complex issues to Level 2/3 support teams and external Managed Service Providers, maintaining an efficient workflow and minimizing downtime.
  • Maintained clear, professional communication with enterprise clients and government agencies to provide updates, gather information, and ensure customer satisfaction.

Education

Bachelor of Science - Integrated General Sciences

University of Central Florida
Orlando, FL
08-2022

Skills

  • Technical troubleshooting
  • SaaS implementation
  • Knowledge base management
  • Customer relationship management
  • Data analysis
  • Project consulting

Timeline

Technical Client Assocate

Altvia
07.2024 - Current

Support Specialist

Labster
08.2023 - 03.2024

Operations Technician

Lumen
05.2022 - 06.2023

Bachelor of Science - Integrated General Sciences

University of Central Florida

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