Summary
Overview
Work History
Education
Skills
Websites
Timeline
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KAREN GONZALEZ

#B -1497 Dundas Street - M6K 1T6 Toronto,Canada

Summary

I'm a Technical Support Specialist with a strong background in web development, customer service, and SaaS troubleshooting. I thrive in fast-paced, high-pressure environments, where I excel at solving complex technical issues, adapting to change, and simplifying systems for diverse users. With strong time management, organizational, and problem-solving skills, I ensure tasks are completed efficiently and consistently exceed expectations.

Overview

16
16
years of professional experience

Work History

Patient Experience Representative & Technical SA

Pocket Health
Toronto, Ontario
04.2024 - 03.2025
  • Addressed patient inquiries via email and phone, assisting with billing, account updates, and form requests; provided guidance on completing forms and updating account details; efficiently managed email queues; and, as a fast learner, was assigned to monitor high-priority cases and work on PVR form rejection cases.
  • Provided support to healthcare providers via email and phone, resolving product issues promptly to prevent SLA breaches and escalating to internal teams when necessary.
  • Due to exceptional performance and comprehensive product knowledge, I was promoted to Technical Services after three months, dedicating half my time to advanced support tasks, including transferring medical files using SQL.

Customer Advisor, Residential Support

Tucows
Toronto, Canada
10.2022 - 04.2024
  • Analyzed and resolved internet connectivity and speed issues; activated services; addressed billing and sales inquiries; assisted with account access and password resets; and troubleshooted router connections, establishing network connections for new devices.

Technical Support Specialist

Tecsys
Toronto, Canada
11.2021 - 03.2024
  • Analyzed and troubleshot warehouse software applications; provided support to providers via email and phone, resolving product issues promptly to prevent SLA breaches; responded to telephone inquiries, creating tickets and escalating when necessary; monitored system alerts to proactively address potential issues; ran SQL scripts as needed, and installing patch updates.

Event Server

Private residence
Toronto, Ontario
05.2019 - 11.2021
  • Collaborate with the manager and kitchen staff to ensure that food and beverages are served.

Medical Office Admin Practicum

Physiomed
Toronto, Ontario
08.2017 - 10.2017
  • Greeted patients, scheduled appointments, and managed patient registration using a computerized system.
  • Processed payments, collected patient information, and verified insurance coverage.
  • Prepared and organized patient files for the next day’s appointments.

Paramedic

Clinica Alemana Puerto Varas
Puerto Varas, Chile
12.2008 - 12.2012
  • Trained new paramedics, equipping them with essential tools and instructions; meticulously documented medical procedures and reported issues to supervisors to aid patient recovery; and collaborated with the team to deliver prompt, efficient medical care under pressure.

Education

Certificate - Web Development

Juno College of Technology
Toronto, ON
01-2022

Certificate - User Interface Design

Brain Station
Toronto, ON
01-2020

Diploma - Medical Office Administrator

Cdi College
Toronto, ON
01-2017

Diploma - Paramedic

Instituto Politecnico Maria Auxiliadora
Chile
12-2008

Skills

  • Microsoft Word
  • Data entry
  • Medical terminology
  • Patient appointment booking
  • Patient Registration
  • Fax transmission troubleshooting
  • Multitasking in fast-paced environments
  • Excellent - Effective communication
  • Excellent Customer service
  • Trained in confidential information protection
  • Health and safety compliance
  • TechSavvy
  • Multitask
  • Experienced in multiple shifts
  • Team player / Fast learner
  • Bilingual Spanish /English

Timeline

Patient Experience Representative & Technical SA

Pocket Health
04.2024 - 03.2025

Customer Advisor, Residential Support

Tucows
10.2022 - 04.2024

Technical Support Specialist

Tecsys
11.2021 - 03.2024

Event Server

Private residence
05.2019 - 11.2021

Medical Office Admin Practicum

Physiomed
08.2017 - 10.2017

Paramedic

Clinica Alemana Puerto Varas
12.2008 - 12.2012

Certificate - Web Development

Juno College of Technology

Certificate - User Interface Design

Brain Station

Diploma - Medical Office Administrator

Cdi College

Diploma - Paramedic

Instituto Politecnico Maria Auxiliadora

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KAREN GONZALEZ