Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Affiliations
References
Timeline
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Francisco Arias

Francisco Arias

Santo Domingo,01

Summary

Dynamic Technical Support Representative with extensive experience at Alorica, excelling in service support and network diagnostics. Proven ability to resolve complex customer issues efficiently while maintaining high satisfaction levels. Skilled in remote support and ticket management, fostering effective communication and collaboration in fast-paced environments.

Overview

13
13
years of professional experience

Work History

Technical Support Representative

Alorica (Samsung Home Electronics)
Santo Domingo
06.2024 - 05.2025
  • Managed first point of contact for incoming technical service communications through calls and emails.
  • Utilized advanced product knowledge to resolve customer issues efficiently.
  • Participated in after-hours on-call rotation for critical support needs.
  • Managed the configuration and setup of customer accounts and systems.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.

Tier II Technical Support Representative

GlowTouch (Gigstreem ISP)
Santo Domingo
11.2023 - 05.2024
  • Provided first-line support for incoming technical service calls and emails.
  • Supported customers with online billing, access, and account issues.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Updated customer information and account status in the database following each interaction.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Managed the configuration and setup of customer accounts and systems.
  • Scheduled technician appointments for customers that needed on-site support.

Budget Analyst

Superintendencia de Bancos de la Republica Dominicana
Santo Domingo
04.2012 - 05.2023
  • Managed budget execution processes, including incurred obligations and realized expenditures of funds.
  • Compiled and reviewed procurement data to make effective projections.
  • Generated reporting packages for business performance results.
  • Completed monthly operational reviews to check budget compliance and identify areas in need of adjustment.
  • Performed budget formulation work involving review and preparation of budget estimates and financial plans.
  • Processed statistical files after month-end closing.
  • Determined and tracked budget expenses with accuracy and transparency.
  • Worked effectively in team environments to make the workplace more productive.
  • Illustrated concepts with charts and graphs showing historical and forecasted trends.

Education

BBA - Business Administration And Management

INTEC
Santo Domingo, Dominican Republic
10-2012

M.D. - Auditoria En Control De Gestion

APEC And Universidad De Valencia
Santo Domingo, Dominican Republic

Skills

  • Service support
  • Call recordkeeping
  • Network diagnostics
  • User credential management
  • Videoconferencing
  • Desktop support
  • Ticket management
  • MS office proficiency
  • Windows 10
  • Appointment scheduling
  • Remote support
  • Customer service

Languages

Spanish
First Language
English
Advanced (C1)
C1

Accomplishments

  • 2019 Employee of the Year award at Superintendencia de Bancos de la Republica Dominicana.

Affiliations

  • Former high school and college basketball player.
  • Outdoor activities.

References

References available upon request.

Timeline

Technical Support Representative

Alorica (Samsung Home Electronics)
06.2024 - 05.2025

Tier II Technical Support Representative

GlowTouch (Gigstreem ISP)
11.2023 - 05.2024

Budget Analyst

Superintendencia de Bancos de la Republica Dominicana
04.2012 - 05.2023

BBA - Business Administration And Management

INTEC

M.D. - Auditoria En Control De Gestion

APEC And Universidad De Valencia

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Francisco Arias