Looking for a job

negrush User

@alfonsojimenez

Technical Support Engineer at Dell Technologies supporting enterprise server and infrastructure customers in English and Spanish.

Panama

Message

What I'm looking for

I'm seeking remote English–Spanish customer support, technical communication, translation-related projects, technical documentation, or freelance support work, especially involving IT terminology, troubleshooting content, and customer communications.

At Dell Technologies, I support enterprise customers with hardware issues involving servers and infrastructure. I manage technical cases and assist with firmware updates, driver installations, and operating-system issues in English and Spanish.

Previously, I worked in Dell Technologies’ Triage Department, routing customers to appropriate support teams and assisting with component replacements. At Sitel Panama, I supported cable, internet, and phone customers, and later coached agents as a Customer Service Mentor / Team Lead.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Dell Technologies

Jun 2021 - Present (5 years 4 months)

Provided technical support to enterprise customers, troubleshooting hardware issues in servers and infrastructure. Managed technical cases, assisted with firmware updates, driver installations, and OS-related issues.

Technical Support hardware troubleshooting Case Management Firmware Updates Driver Installation Operating System Configuration Customer Service Bilingual Communication

Technical Support – Triage Department

Dell Technologies

May 2019 - Jun 2021 (2 years 1 month)

Routed enterprise customers to appropriate support teams based on technical needs. Assisted with part replacements including HDDs, DIMMs, PSUs, and batteries, and managed cases for basic technical issues.

Technical Support Triage Enterprise Equipment Servers Storage Switche Part Replacement Case Management

Customer Service Representative

Sitel Panama

Jan 2016 - Jan 2019 (3 years)

Provided troubleshooting support for cable, internet, and phone services. Assisted customers with billing inquiries and service issues, focusing on problem resolution and satisfaction.

Customer Service Troubleshooting Cable Services Internet services Phone Services Billing Support problem resolution

Customer Service Mentor / Team Lead

Sitel Panama

Coached and supported agents to improve service quality and performance. Monitored customer interactions, provided feedback, and assisted with escalations and team performance management.

Coaching Team Leadership Customer Service Performance Management Escalation Handling Feedback