Open to opportunities

Brandon Mora

@brandonmora

Message

I troubleshoot Splunk, Sonos, and network issues for high-priority customer cases.

Costa Rica

Message

What I'm looking for

I'm looking to contribute to company results while growing professionally and personally through effort, dedication, technical support work, and opportunities to develop my skills.

At Sykes, I support customers using Sonos equipment and networking devices, troubleshooting issues through knowledge base articles. I also served as a Sonos SME, supporting technical support agents via chat and helping team leads improve support plans and agent metrics.

I'm now a Tier 1 Technical Support Engineer for Splunk, assisting customers with high-priority cases involving data structure, ingestion, troubleshooting, platform stability, and performance.

Earlier, I provided technical support for Pfizer sales agents through a DXC Technologies outsourcing engagement, and built customer service, interviewing, survey, debt-collection, and bank loan and mortgage sales experience in Costa Rica.

Experience

Work history, roles, and key accomplishments

Current

Splunk Technical Support Engineer

Current

Sykes

Aug 2022 - Present (3 years 11 months)

Tier 1 Technical Support Engineer specializing in Splunk, assisting customers with high-priority cases, focusing on data structure, ingestion, and troubleshooting to ensure platform stability and performance.

Splunk Technical Support Troubleshooting Data Ingestion Data Structures

Sonos SME

Sykes

Mar 2021 - Aug 2022 (1 year 5 months)

Provided support to tech support agents via chat, helped team leads with support plans and skill-ups to improve agent metrics.

Technical Support Team Leadership Chat

Technical Support Agent

Sykes

Oct 2019 - Mar 2021 (1 year 5 months)

Provided tech support for Sonos customers, troubleshooting Sonos equipment and networking devices using knowledge base articles.

Technical Support Troubleshooting Networking Knowledge Base

Technical Support Agent

Perfiles Tecnologicos

Sep 2019 - Oct 2019 (1 month)

Provided tech support for Pfizer as part of an outsourcing for DXC Technologies. Supported sales agents and troubleshot their equipment using knowledge base articles.

Technical Support Troubleshooting Knowledge Base

Call Center Agent

Servicios de Cobros Logística y Administración

Jul 2018 - Sep 2019 (1 year 2 months)

Worked in a call center specialized in administrated debt collecting, judicial recovery, and loan selling.

Debt Collection Customer Service Loan Sales

Call Center Agent

POM Cobranza

Apr 2017 - Mar 2018 (11 months)

Worked in a call center specialized in administrated debt collecting and judicial recovery for Scotiabank Transformandose.

Debt Collection Customer Service

Interviewer/Research Specialist

Directions in Research

Mar 2017 - Apr 2017 (1 month)

Conducted calls and customer service for clients with high-grade judicial default. Performed interviews and surveys internationally in English and Spanish, and sold loans and mortgages for different banks in Costa Rica.

Customer Service Interviewing Survey Loan Sales Mortgage Sales