Angel Mendoza
Technical Support
Panama City,Panama
Summary
Driven technical support and service with experience as primary point of escalation for client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
5
5
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Junior Customer Support
Lacias
04.2024 - Current
- Verify inquiries from customers.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Identified chat and emails trends to improve efficiency, reduce problem and suggest solutions to upper management.
- Coordinated individual solutions and offers after careful evaluation of each customer account
Senior Technician
Dell Technologies
11.2022 - 10.2023
- Observed equipment operation to diagnose and troubleshoot reported issues.
- Tested components and systems to evaluate performance and identify concerns.
- Responsible for attending customer issues, tickets and questions about notebooks, workstations and peripherals.
- Provided technical guidance to confirm identification and resolution of problems via chat and email.
Technical Support Agent
SiWireless
07.2022 - 10.2022
- Promoted efficiency among departments with prompt resolution of system issues.
- Submitted service tickets for equipment maintenance requests.
- Provide customer support, scheduling antennas assemble appointment to provide satelite internet service
- Developed knowledge on network infrastructure, monitoring connection status of different devices and customers accounts.
Technical Support Agent for Dell
Alorica
12.2020 - 04.2022
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
- Researched product and issue resolution tactics to address customer concerns.
- Operational and diagnostic procedures for computer troubleshooting
- Dispatch field technicians with diagnosed parts for on-site replacements.
- Monitored system performance to identify potential issues.
AT&T Customer Service, Technical Support
Sitel Panama
03.2019 - 12.2019
- Configured hardware and granted services permissions to new customers.
- Responded to customer inquiries about billing and provided technical assistance over phone .
- Identified potential sales for cellphones or plans upgrades.
- Trubleshooting issues and devices configuration
Education
Computer System Administration -
Universidad Del Istmo
Panama 05.2001 -
Computer Systems Diploma -
Instituto Jose Dolores Moscote
Panama 05.2001 -
Skills
- Performance Improvement
- Problem-Solving
- Reporting and analysis
- Time management abilities
- Adaptability
Certification
Cisco IT Essentials
Timeline
Junior Customer Support
Lacias
04.2024 - Current
Cisco IT Essentials
01-2024
Fiber Optic Installations and Tests in GPON Networks
09-2023
Senior Technician
Dell Technologies
11.2022 - 10.2023
Technical Support Agent
SiWireless
07.2022 - 10.2022
Technical Support Agent for Dell
Alorica
12.2020 - 04.2022
AT&T Customer Service, Technical Support
Sitel Panama
03.2019 - 12.2019
Computer System Administration -
Universidad Del Istmo
05.2001 -
Computer Systems Diploma -
Instituto Jose Dolores Moscote
05.2001 -
Similar Profiles
SÉRGIO VITORINOSÉRGIO VITORINO
Business Leader Sleep & Respiratory Care (S&RC) LATAM at Philips SEM SABusiness Leader Sleep & Respiratory Care (S&RC) LATAM at Philips SEM SA
Astrid EstevezAstrid Estevez
Marketing Assistant at Ethereal Edge CollectiveMarketing Assistant at Ethereal Edge Collective
Lizbeth Estela MendezLizbeth Estela Mendez
Regional Logistics Director at Grupo BennuRegional Logistics Director at Grupo Bennu