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Roger Ortiz McCarthy

@rogerortizmccarthy

Product Support Specialist at AlphaSense who resolved enterprise access issues and improved troubleshooting workflows.

At AlphaSense, I investigated enterprise subscription and platform access issues, validated permissions with operations stakeholders, and corrected entitlement discrepancies. I also reviewed license allocation and utilization across client accounts.

Previously, I supported VMware VeloCloud and SD-WAN platforms at Grupo Preseleccion and provided Level 2 support for Teamcenter PLM/PDM at Teradyne. Across these roles, I investigated incidents, coordinated escalations, and documented troubleshooting workflows; I’m developing REST API, Postman, JSON, and SQL skills to support increasingly technical SaaS environments.

Experience

Work history, roles, and key accomplishments

Product Support Specialist

AlphaSense

Jan 2024 - Apr 2026 (2 years 3 months)

Investigated and resolved enterprise subscription and platform access issues, validating permissions with operations stakeholders to correct account entitlement discrepancies.
Reviewed license allocation and utilization across enterprise client accounts, flagging discrepancies and opportunities to improve license efficiency.
Managed high-volume support queues against service-level targets, trackin

Support Specialist

Grupo Preseleccion

Mar 2021 - Dec 2023 (2 years 9 months)

Served as primary support contact for VMware VeloCloud and related SD-WAN platforms, diagnosing configuration issues, permission failures, and workflow disruptions.
Investigated user access and permission discrepancies across supported systems, working with stakeholders to validate requirements and resolve issues.
Prioritized concurrent support cases against service-level expectations and tracked

Application Support Specialist

Teradyne

Apr 2013 - Jan 2017 (3 years 9 months)

Provided Level 2 application support for Teamcenter PLM/PDM environments serving engineering and operations teams across regional sites.
Conducted structured root-cause analysis on system incidents and workflow disruptions, distinguishing configuration failures from application defects and routing them appropriately.
Performed environment validation and system health checks following deployments,

Client Technical Support Associate: Alienware Gaming Computers

Dell

Feb 2012 - Feb 2013 (1 year)

Delivered technical support across hardware, software, operating system, and system configuration issues through phone, email, and chat.
Troubleshot operating system installations, application configuration, and hardware component issues to restore functionality and minimize user disruption.
Used remote support tools to diagnose technical issues, guide users through troubleshooting steps, and reso

Education

Degrees, certifications, and relevant coursework

The AI-Driven Customer Service Representative

Jul 2026

Advanced Prompt Engineering Techniques

Jul 2026

Integrating Generative AI into Business Strategy

Jul 2026

Generative AI for Customer Service Professionals

Jul 2026

Generative AI: Introduction to Large Language Models

Jul 2026

Postman Essential Training

Jul 2026

Must-Have Tools for IT Support: Remote Access, AI, and Troubleshooting by Pearson

Jul 2026

Cloud and Virtualization for IT Support Professionals by Pearson

Jul 2026

Cybersecurity Fundamentals for IT Technicians by Pearson

Jul 2026

The GenAI Prompt Playbook: Ready-Made Prompts to Boost Productivity

Jul 2026

Introduction to Cloud Computing for IT Pros

Jul 2026

Learning ITIL®

Jul 2026

Learning REST APIs

Jul 2026

What Is Generative AI?

Jul 2026

Root Cause Analysis: Getting to the Root of Business Problems

Dec 2025

Learning Cloud Computing: Core Concepts

Jan 2024

Cybersecurity Foundations

Jan 2024

Communicating with Confidence

Jan 2024

Excel Essential Training (Microsoft 365)

Jan 2024

Agile Software Development

Jan 2024

Universidad Latina de Costa Rica

Bachelor of Science (BS), Systems Engineering

Information Systems Coursework
Relevant Studies: Systems Analysis · Technical Communication · Analytical Research Methods · Problem-Solving Frameworks