Open to opportunities

Armando Valdez

@armandovaldez

Message

I’m a technical support agent who resolves complex billing and SaaS issues quickly and empathetically.

United States

Message

What I'm looking for

I’m looking for a remote or customer-facing role where I can own technical and billing issues end-to-end, collaborate with a supportive team, and help customers succeed—using fast troubleshooting, accurate billing, and empathetic communication.

I’m a remote technical support and billing specialist focused on diagnosing and resolving complex issues for SaaS smart home security products. I handle user authentication, application performance, and real-time cloud data sync with an emphasis on clear, detailed email communication.

At Amazon/Blink, I troubleshoot end-user network connectivity, local hardware configurations (Sync Modules), and Wi‑Fi latency impacting cloud-stored video pipelines. I also guide customers through account creation, installing Blink security cameras, and resolving Wi‑Fi related problems, including subscription plan and billing concerns.

Previously at ADT, I managed complex billing calls (itemized billing, prorated charges, payments) and resolved billing anomalies through backend account provisioning tools. I also delivered thorough, empathetic resolutions for digital technical inquiries via asynchronous email support and handled live alarms by updating local Police and Fire departments.

Earlier roles strengthened my customer service, retention, and sales skills—handling refunds, credits, and disputes while maintaining strong customer metrics. I bring a calm, results-driven approach built over years of public-facing communication, plus microcomputer and network technician certifications (A+ and N+).

Experience

Work history, roles, and key accomplishments

Current

Technical Support Agent

Current

Amazon (Blink)

Feb 2024 - Present (2 years 4 months)

Handled technical support and billing questions for app-based smart home security products, diagnosing issues across user authentication, app performance, and real-time cloud data sync. Troubleshot end-user network and Wi-Fi latency problems affecting local sync modules and cloud-stored video pipelines via email.

Technical Support Email Support Troubleshooting Smart Home Billing Support

Advanced Care Agent

ADT

Oct 2021 - Feb 2024 (2 years 4 months)

Provided remote billing, technical support, and retention assistance by resolving complex billing issues including itemized and prorated charges. Troubleshot ADT home security systems, supported digital technical inquiries via email, and handled live alarms by updating local Police and Fire departments.

Customer Service Billing Support Subscription Management Email Support Alarm Handling Prorated Charges

Retention Specialist

Alorica

Oct 2020 - Jul 2021 (9 months)

Retained customers by using sales techniques and resolving billing disputes. Processed refunds and credits while maintaining customer retention and voice-of-customer metrics, including minimizing dead air and hold time.

Customer Retention Billing Disputes Credit Management Call Handling VoC Survey Performance

Server/Cashier

Delicias Cafe

Mar 2019 - Mar 2020 (1 year)

Took customer orders, confirmed details with chefs when needed, and delivered accurate orders to tables in a timely manner. Handled cash and credit card transactions and managed phone orders while supporting busy service under pressure.

Order Taking Order Accuracy Customer Service Team Coordination Time Management

Server/Cashier

Olive Garden

Jul 2018 - Mar 2019 (8 months)

Took food and drink orders, ensured accuracy, and coordinated with chefs to resolve clarifications quickly. Met and exceeded weekly sales quota for alcohol beverages and add-ons while handling cash and credit card transactions and delivering a high-quality dining experience.

Order Taking Customer Service Order Accuracy Upselling Alcohol Beverage Sales Cash Handling credit card processing

Medicare Customer Rep

HGS

Jan 2018 - Jun 2018 (5 months)

Assisted customers with Medicare Part C benefit questions, plan changes, and cancellation support. Helped schedule doctor appointments and transportation benefits while delivering careful, respectful service to elderly customers and medical professionals.

Medicare Part C Support Customer Service Appointment Coordination Bilingual Communication

911 Public Safety Communicator

El Paso Fire Department

Mar 2013 - Oct 2017 (4 years 7 months)

Provided emergency medical dispatch and crisis intervention by asking vital questions and giving pre-arrival instructions during medical calls. Conducted screenings and interviews, trained new hires for 6 months with daily progress reporting, and translated information into appropriate police codes while handling emergency and non-emergency services.

Emergency Medical Dispatch Crisis Intervention Pre Arrival Instructions Police Code Translation Interviewing

211 Information Specialist

Department of Public Health

Jan 2013 - Mar 2013 (2 months)

Used an internal database to navigate and provide community referrals, support, and resources. Gathered information from callers and delivered best-in-class customer service through bilingual communication.

Database Navigation Referrals Customer Service Gathers Information Bilingual Support Support Coordination