Assisted clients with service inquiries, technical concerns, and escalations. Maintained accurate case records and provided excellent communication and support in a fast-paced environment.

Handled inbound calls and provided customer assistance for billing, product inquiries, and issue resolution. Ensured customer satisfaction while maintaining service quality and professionalism.

Provided remote technical support to clients resolving software, hardware, and connectivity issues. Managed customer inquiries, system maintenance, and troubleshooting through remote tools.

Worked on Liberty Puerto Rico and Liberty Costa Rica projects. Managed CI/CD pipelines with Jenkins and GitLab, implemented automation with Docker and Kubernetes, and supported AWS cloud environments.

Provided L2 technical support and troubleshooting for enterprise systems. Specialized in Active Directory, MS troubleshooting, Citrix, and network issue resolution.

Assisted North American clients with device troubleshooting and remote support for computers, routers, and modems. Escalated complex issues to specialized departments.

Supported customers with billing, product information, and remote troubleshooting. Used CRM tools to document cases and maintain high-quality service standards.

Provided bilingual support for internet and network issues (ADSL, fiber). Configured routers, email settings, and assisted with service diagnostics.