Carlos Mondragón

Completed an intensive, project-based frontend mentorship building responsive React and TypeScript applications, integrating UI libraries and ensuring accessibility and mobile responsiveness.

Provided tiered technical support for Office 365, Microsoft Surface hardware, networking and Microsoft 365 administration, contributing feedback for Microsoft Copilot integration and ensuring timely issue resolution.

Handled inbound sales for a computer repair campaign, troubleshooting Mac/Windows issues remotely and upselling onsite services and additional products to new and existing customers.

Provided floor support during peak season for a retail campaign, handling escalated calls, advising agents on policies, and assisting supervisors to improve team metrics.

Managed customer inquiries for credit card customers, resolved account issues, and provided feedback on customer behavior and product trends to the company.

Conducted training needs assessments and delivered onboarding and update training across multiple campaigns (sales, customer care, QA), monitored trainee performance and developed site-wide training programs.

Supervised QA activities for a payments campaign, communicated metrics between training and operations, and collaborated with coaches to develop individual action plans and client calibrations.

Led training for inbound sales campaigns, monitored trainee performance, coordinated with QA, and provided customer behavior feedback while supporting sales activities for Sprint USA.

Managed personnel and training plans, recruited and supervised teaching staff, led marketing for course offerings, and implemented language training solutions including Rosetta Stone for corporate clients.

Completed a Scientific Computing with Python certification focusing on Python programming for data and scientific applications.

Completed a Web Developer program involving intensive, project-based frontend development training.

Completed the Front-End Engineer program covering modern frontend technologies and best practices.

Completed the Responsive Web Design certification emphasizing HTML, CSS, and responsive layout techniques.

Completed Cisco CCNA coursework through Universidad Americana focused on networking fundamentals and Cisco technologies.

Completed a Web Design course covering web layout, visual design, and development fundamentals.

Earned a Bachelor's degree in International Relations from Universidad Nicaragüense de Ciencia y Tecnología.