Looking for a job

Jose Alejandro Brett Marcano

@brett

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I resolve L1-L2 technical issues and guide non-technical users through clear, end-to-end support.

Venezuela

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What I'm looking for

I'm looking for a remote technical support role where I can solve L1-L2 issues, manage tickets end to end, and help non-technical users through clear chat and email communication.

I've supported 35 computers at UNEFA, resolving L1-L2 hardware, software, operating system, connectivity, and configuration incidents through ticket closure.

At Fibex Telecom, I handled 500+ customer interactions, translated technical service details into plain language, and helped maintain a 65% retention rate through active listening and de-escalation.

I'm transitioning deliberately into remote technical support, combining technical troubleshooting with human communication. I'm strengthening my written English and pursuing Google IT Support and Zendesk training for chat and email support.

Experience

Work history, roles, and key accomplishments

Customer Service & Sales Advisor

Fibex Telecom

Mar 2026 - Jul 2026 (4 months)

Served 25+ customers per week, translating IT concepts into plain language and maintaining a 65% retention rate through active listening and de-escalation. Guided customers end-to-end from contact to activation and usage.

Customer Service Sales Technical Communication De escalation Retention Fiber Optic Services

IT Support Technician

UNEFA

Jan 2025 - Present (1 year 8 months)

Provided L1-L2 IT support for 35 computers, diagnosing hardware/software issues and installing operating systems. Assisted 20+ users with onboarding and documented recurring issues to improve support processes.