Wilson Rodriguez

I’m a system engineer student with hands-on experience delivering real-time technical assistance through customer support operations. I focus on rapid diagnosis, incident management, and clear escalation of software bugs to keep digital services stable.

At IntouchCX, I provided comprehensive technical support for digital services, using proactive troubleshooting workflows to optimize Average Handle Time (AHT). I also collaborated in multicultural remote environments, using advanced English (C1) to resolve international technical inquiries.

Previously at Concentrix, I managed identity verification and account security protocols for high-tier international banking customers, performing initial diagnostics for mobile app and web-platform issues. I’m currently building my future in systems engineering and information security—leveraging programming skills, IT escalation experience, and strong customer satisfaction (CSAT) orientation to drive operational success.