Handled complex technical incidents reported by customers via web portal, email, phone, or chat, ensuring full case resolution. Analyzed, diagnosed, and resolved cases related to the installation, configuration, and operation of Dell products. Documented cases, maintained effective client communication, and produced technical evidence to contribute to ongoing product quality improvements. Supported the standardization of processes, best practices, and strategic initiatives.

Provided technical support and service for Dell products under contract with Dell Panama.

Handled inbound support calls from users reporting technical issues, gathering key incident information. Performed initial diagnostics using basic connectivity commands. Logged incidents in a ticketing system, including detailed descriptions of the problem and steps taken. Escalated unresolved cases to the appropriate escalation team, supplying full documentation captured during the ticket resolution process.

Assist with electrical installations. Transport electrical materials to the work area. Strictly comply with safety regulations. Report observed hazards or faults. Perform simple measurements using basic electrical instruments under supervision. Support maintenance activities.