At Asurion, I provide phone-based technical support for applications, networks, and devices. I resolve Microsoft 365 synchronization and VPN issues, including a case resolved within 45 minutes that prevented a Tier 2 escalation.
I maintain an 85% first-call resolution rate and a 4.7/5 customer satisfaction score. I also contributed to a 15% reduction in Microsoft 365-related escalations to senior advisors on my shift.
Earlier, at Accedo Colombia SAS. Accedo Technologies SAS., I supported users with hardware, software, and connectivity issues. I updated the knowledge base with guidance on suspicious emails and password hygiene, helping reduce repeat security-related tickets by 10% within three months.
