Junior Homs
Orlando,USA
Summary
Technical support leader with experience improving workflows, readiness, and case quality across global support teams. Skilled in troubleshooting, network diagnostics, and SaaS platforms (Salesforce CRM, Jira), with a focus on building scalable processes that improve efficiency and customer outcomes.
Overview
6
6
years of professional experience
Work History
Technical Support Specialist (L4)
Amazon Blink
05.2023 - Current
- Led onboarding and performance ramp initiatives supporting 500-600 international agents, reducing time-to-proficiency and enhancing early performance readiness
- Leveraged Jira to analyze trending Blink product issues, identifying recurring defects and improving escalation quality through actionable engineering insights
- Designed and deployed training, reporting, and readiness frameworks that improved productivity, QA performance, and operational consistency at scale
- Led Salesforce CRM optimization for 500+ agents, increasing case routing efficiency by 20% and reducing resolution delays
- Performed advanced network troubleshooting for Blink camera systems across VPNs, ISPs, DNS, and router configurations, reducing repeat escalations
Technical Specialist
Apple
01.2022 - 04.2023
- Built a standardized workflow that simplified AppleCare enrollment, reducing Genius Bar session duration by 15% while improving multitasking efficiency and service flow
- Submitted detailed system feedback and issue reports for MobileGenius, Easy Pay, and Concierge, contributing to internal tool improvements
- Diagnosed and resolved advanced hardware and software issues across iOS, macOS, and Apple ecosystem devices
- Recognized for strong customer experience performance, consistently maintaining high satisfaction while supporting peer development
Sales Specialist
Apple
10.2019 - 12.2021
- Delivered consultative customer support across smartphone selection, carrier compatibility, device features, and data migration, enabling confident purchasing decisions while driving strong sales performance and AppleCare new ownership.
- Recognized as a top-performing specialist for leading product demonstrations, supporting major product launches, and guiding customers through device setup and onboarding, contributing to improved store performance and customer confidence across the Apple ecosystem.
Education
Associate of Arts - Liberal Arts
Valencia College
Orlando, FLSkills
- Troubleshooting (Hardware/Software)
- Network Diagnostics (VPN, DNS, ISP)
- Salesforce CRM (SaaS)
- Jira (SaaS)
- Tableau
- SQL
- Slack
- Zoom
- Quip
- Microsoft Office
Languages
- English
- Spanish
Timeline
Technical Support Specialist (L4)
Amazon Blink
05.2023 - Current
Technical Specialist
Apple
01.2022 - 04.2023
Sales Specialist
Apple
10.2019 - 12.2021
Associate of Arts - Liberal Arts
Valencia College