Juan Torres
West Covina,CA
Summary
Experienced Technical Support professional with over 5 years of expertise in hardware and software troubleshooting, complemented by a strong focus on customer service. Currently enhancing skills in Linux administration and Kubernetes container orchestration to further optimize technical solutions. Proven track record in delivering efficient support and resolving complex issues.
Overview
10
10
years of professional experience
Work History
Technical Support Sr Analyst
Kaiser Permanente
, Costa Rica
01.2023 - 03.2025
- Provide guidance, training, and support to less-experienced team members, helping them develop their troubleshooting and customer service skills
- Create and share best practices, troubleshooting tips, and technical insights with the team to foster continuous learning and improvement
- Act as the primary point of contact for client escalations, helping to resolve technical concerns and ensure client expectations are managed effectively
- Monitor customer satisfaction through surveys, follow-ups, and case reviews, ensuring that customers' technical issues are resolved in a timely, professional, and effective manner
- Assess and improve internal documentation processes, ensuring that technical information is up-to-date, clear, and useful for team members.
- Analyze support data to identify trends, recurring issues, or areas for improvement, and communicate these findings to the management team for action
Senior Technical Support Technician
Dell
, Costa Rica
01.2021 - 01.2023
- Resolving problems with Dell laptops, desktops, Alienware laptops, and peripherals (monitors, docking stations, headsets), including malfunctioning components such as the motherboard, hard drives, RAM, or batteries
- Assisting with issues related to Dell's software, including operating systems (Windows) and pre-installed Dell applications (Dell Support Assist)
- Helping customers with installing or updating drivers, firmware, and BIOS for better system performance and compatibility
- Troubleshooting Wi-Fi, LAN, or Bluetooth connectivity issues, ensuring that the customer's system is correctly configured and communicating with networks
- Resolving system errors, including Blue Screens of Death (BSOD) or any application crash, by providing troubleshooting steps or system diagnostics
- Offering support via phone, email, chat, or remote desktop tools to customers experiencing issues with their Dell products
- When issues cannot be resolved at the first level, escalating the case to more advanced or specialized technical teams, while maintaining customer communication
Tech Support Associate II
Align Technology
, Costa Rica
02.2019 - 01.2021
- Assisting dental practices in setting up new iTero devices, ensuring they are properly connected to the network and configured to the necessary specifications
- Ensuring that the scanners are correctly calibrated, testing them for functionality, and troubleshooting any issues during the installation process
- Diagnosing and resolving issues related to the physical hardware of the iTero scanner, such as problems with the scanner's camera, touchscreen, or USB connections
- Addressing issues related to the software running on the scanner, such as crashes, slow performance, or errors in image processing
- Keeping detailed records of customer issues, troubleshooting steps taken, and resolutions to create a knowledge base for future reference
Service Desk Supporting U-Scan Machines and McDonald's Retail Accounts
Fujitsu
, Costa Rica
05.2015 - 02.2019
- Identifying problems with the physical components of the USCAN machines, such as scanners, touchscreens, printers, or card readers
- Resolving connectivity problems that affect the communication between USCAN machines
- Assisting users remotely via remote desktop tools or by guiding them through troubleshooting steps over the phone or online
- Assisting store staff with any technical issues they encounter during daily operations, such as registering orders, handling payments, hardware problems, including printers, card readers, monitors, and tablets used in stores
- Providing support for self-order kiosks, helping with issues such as frozen screens, transaction failures, or software errors
- Keeping detailed records of issues encountered, troubleshooting steps taken, and resolutions for future reference or reporting purposes
Education
HIGH SCHOOL DIPLOMA -
Westminster High school
COMPTIA A+ -
Dion Training
Skills
- Linux (Beginner)
- Kubernetes: Cluster management, pod deployment, and container orchestration (Learning)
- Docker: Containerization and Docker Compose
- Multi-tasking capabilities and time management, fast and accurate typing skills
- Work in fast-paced, attention to details, communication skills
- Excellent problem-solving, empathy
- Proficient in Microsoft products
Languages
Spanish
Native/ Bilingual
English
Full Professional
Timeline
Technical Support Sr Analyst
Kaiser Permanente
01.2023 - 03.2025
Senior Technical Support Technician
Dell
01.2021 - 01.2023
Tech Support Associate II
Align Technology
02.2019 - 01.2021
Service Desk Supporting U-Scan Machines and McDonald's Retail Accounts
Fujitsu
05.2015 - 02.2019
HIGH SCHOOL DIPLOMA -
Westminster High school
COMPTIA A+ -
Dion Training