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Jose Eduardo Medina Balza

@joseeduardomedinabal

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Technical Support Specialist at DRONE NERDS who developed an approved Knowledge Hub and support ticketing prototype.

Costa Rica

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At DRONE NERDS, I support enterprise customers with UAS hardware, software, firmware, and operational workflows. I coordinated complex cases with manufacturers and internal stakeholders, and independently developed a centralized Knowledge Hub and support ticketing prototype that received internal approval and is in IT integration.

At AMAZON WEB SERVICES (AWS), I supported business customers with telecommunications and billing requests. I was promoted from L3 to L4, selected as a peer mentor, and chosen by training teams to deliver technical sessions, including on Amazon EC2 instance concepts and scaling.

At ABBOTT LABORATORIES, I coordinated urgent requests from physicians, clinics, and hospitals involving cardiac devices and time-sensitive patient care. I followed escalation protocols, documented case details, dispatched priority notifications, and tracked follow-up using Salesforce.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Drone Nerds

Dec 2025 - Present (10 months)

Supports enterprise customers with UAS hardware, software, firmware, and connectivity issues. Developed a centralized Knowledge Hub and prototyped a support ticketing solution, securing internal approval for both initiatives.

UAS Troubleshooting Escalation Management HubSpot NetSuite Google Workspace ChatGpt Claude Codex GitHub Vercel

Telecommunication Specialist

Abbott Laboratories

Oct 2024 - Nov 2025 (1 year 1 month)

Coordinated urgent requests from U.S. physicians and hospitals regarding cardiac devices, following a five-minute acknowledgment and escalation protocol. Documented patient details and dispatched priority SMS notifications using Salesforce.

Salesforce Escalation Management Documentation SMS Notifications Healthcare Communication

Technical Customer Service Specialist (L4)

Amazon Web Services (AWS)

Aug 2023 - Jun 2024 (10 months)

Supported global business customers with telecommunications service requests involving DID and toll-free numbers, number porting, and configurations. Partnered with engineering and account management teams on escalations and service-level expectations.

Telecommunications DID Toll Free Number Porting AWS Escalation Management Customer Support

Billing & Accounts Support (L3 → L4)

Amazon Web Services (AWS)

Jan 2019 - Jul 2023 (4 years 6 months)

Joined as Technical Customer Service Associate (L3) and earned promotion to Specialist (L4), supporting customers via calls, chat, and case workflows. Selected as peer mentor and delivered technical training sessions on Amazon EC2 concepts.