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francisco chavez

@franciscochavez

Technical Support Representative at VXI Global Solutions, resolving device, software, and connectivity issues for customers.

United States

Message

At VXI Global Solutions, I resolve hardware, software, and connectivity issues for customers, document cases, and escalate complex problems to tier 2. I also guide customers through configuration changes and account recovery in English and Spanish.

At T-Mobile, I supported customers with iOS and Android devices, including device activation, SIM/eSIM provisioning, data migration, and connectivity troubleshooting. I also helped customers set up account security and use self-service tools.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Representative

Current

VXI Global Solutions

Jan 2025 - Present (1 year 9 months)

Resolved inbound technical support calls for client accounts, diagnosing hardware, software, and connectivity issues while meeting handle-time, first-call-resolution, and quality assurance targets. Logged interactions in ticketing systems and escalated complex cases to tier-2.

Hardware Support Software Troubleshooting Connectivity Issues Ticketing Systems Escalation Management English Spanish

Customer Account Representative

Resurgent Capital Services

Jan 2024 - Jan 2025 (1 year)

Managed high-volume inbound and outbound calls while navigating multiple internal databases to research accounts and resolve customer inquiries. Maintained accurate records in line with federal regulations and resolved account disputes.

Customer Service Database Navigation Account Research Compliance Documentation Dispute Resolution

Mobile Expert — Technical Support

T-Mobile

Jan 2019 - Jan 2024 (5 years)

Served as first-line technical support for 30+ customers daily, diagnosing hardware, software, network, and account issues across iOS and Android devices. Configured and provisioned new devices, including SIM/eSIM setup and data migration, and guided customers through security setup.