SYERRA ALVARADO
Haverhill,MA
Summary
Service-oriented professional with over eight years in technical support and customer training. Expertise in installing and troubleshooting technology, training diverse users, and mentoring teams. Demonstrated communication, problem-solving, and organizational skills, with fluency in English and Spanish and working proficiency in Portuguese.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Trainer III (Field Service Technician)
CaptionCall
10.2021 - Current
- Install, configure, and maintain captioned telephone systems that provide accessible communication solutions for individuals who are hard of hearing.
- Train customers on the effective use of captioning technology, tailoring instruction to each individual's needs and level of technical experience.
- Troubleshoot and resolve hardware, software, and network connectivity issues, including diagnosing home Wi-Fi and internet-related service problems.
- Utilize Field Service Dynamics to manage service appointments, document work performed, maintain accurate customer records, and ensure timely follow-up.
- Mentor and train newly hired Trainer I technicians, providing guidance on installation procedures, customer service, and company best practices.
- Serve customers across a multi-state territory, including Maine through Rhode Island, and provide Spanish-language support to meet the needs of bilingual customers and underserved communities.
- Build strong customer relationships through clear communication, professionalism, and a commitment to delivering high-quality service.
ESL Teacher
Cambly
10.2019 - 09.2021
- Designed individualized lesson plans tailored to each student's goals, learning style, and English proficiency.
- Delivered one-on-one English instruction to students from diverse cultural and linguistic backgrounds, enhancing language acquisition and cultural integration.
- Prepared students for IELTS examinations and provided academic writing support.
- Monitored student progress and adapted instructional methods to maximize learning outcomes.
ESL Teacher
DadaABC
01.2018 - 09.2021
- Delivered engaging virtual English instruction to children learning English as a second language.
- Customized learning materials to meet individual student needs.
- Facilitated interactive speaking sessions to enhance conversational skills.
- Tested, evaluated, and counseled students regarding academic performance and goals.
Temporary Project Assistant
Searcy Denney Scarola Barnhart & Shipley, P.A.
09.2017 - 12.2017
- Managed legal case files and maintained organized documentation for attorneys.
- Coordinated case timelines and monitored critical deadlines.
- Updated client records and case management databases.
- Communicated with clients and legal professionals regarding case status.
- Prepared reports and ensured accurate documentation throughout the litigation process.
Administrative Assistant
Alpha Door & Hardware
02.2017 - 08.2017
- Scheduled service appointments and coordinated technician workloads.
- Processed invoices and maintained records using QuickBooks.
- Interpreted construction plans and prepared warehouse work orders.
- Provided bilingual communication between English- and Spanish-speaking clients and business partners.
- Managed high-volume phone and front-office communications.
Technology Specialist
Boys & Girls Club of Martin County
02.2016 - 10.2016
- Taught students foundational computer skills, including Microsoft Word and internet research.
- Assisted students with homework and academic support.
- Developed lesson plans and provided one-on-one tutoring.
- Maintained classroom technology and computer workstations.
Quality Assurance Assistant
Optima Healthcare Solutions
10.2013 - 10.2015
- Assisted with quality assurance testing to validate software and services against company standards, enhancing overall product reliability.
- Conducted audits and documented quality control findings to identify improvement areas and ensure compliance with quality standards.
- Analyzed customer complaints and nonconformance issues to improve service quality.
- Supported continuous process improvement initiatives.
- Investigated customer complaints and nonconformance issues.
Education
Associate - Business Administration
Indian River State College
Stuart, FLSkills
- Field Service Management
- Technical Support
- Hardware Installation & Repair
- Wi-Fi & Network Troubleshooting
- Customer Training
- Onsite Training
- Documentation & Recordkeeping
- Microsoft Office Suite
- Google Workspace
- Bilingual Customer Service
Certification
- TESOL Certification
- International Open Academy
LANGUAGES
- English — Native
- Spanish — Fluent
- Portuguese — Professional Working Proficiency
Timeline
Trainer III (Field Service Technician)
CaptionCall
10.2021 - Current
ESL Teacher
Cambly
10.2019 - 09.2021
ESL Teacher
DadaABC
01.2018 - 09.2021
Temporary Project Assistant
Searcy Denney Scarola Barnhart & Shipley, P.A.
09.2017 - 12.2017
Administrative Assistant
Alpha Door & Hardware
02.2017 - 08.2017
Technology Specialist
Boys & Girls Club of Martin County
02.2016 - 10.2016
Quality Assurance Assistant
Optima Healthcare Solutions
10.2013 - 10.2015
Associate - Business Administration
Indian River State College