Senior Technical Support Specialist with 10+ Years Experience

Kevin Martinez Misas

+(507-****-**** • **********.**@*****.*** • linkedin.com/in/kevin-martinez-misas-28944818a Senior Technical Support Specialist

Senior Technical Support Specialist with 10+ years in customer-facing roles and 5+ years delivering enterprise technical support. Expert in Windows OS, hardware/software troubleshooting, and Salesforce case management, handling 45+ daily cases while meeting SLAs and CSAT goals. Recognized for strong root-cause analysis, clear documentation, remote diagnostics, mentoring new hires, and serving as a trusted escalation point.

WORK EXPERIENCE

Dell Technologies Jan 2021 - Sep 2025

Senior Technical Support Specialist Panama

• Provided advanced technical support for corporate laptops, desktops, peripherals, and Windows OS.

• Managed 45+ daily customer cases via Salesforce (chat/email).

• Resolved complex hardware/software issues following SLA and escalation procedures.

• Utilized Oracle Knowledge Base, DTC, and case intelligence tools.

• Mentored new hires and supported onboarding.

• Identified recurring incidents and contributed to reduced repeat cases through trend analysis. ARKA Nov 2019 - Dec 2020

Senior Technical Support Specialist (Outsourced for Dell) Panama

• Performed the same advanced technical support functions later continued as a direct Dell employee.

• Demonstrated strong performance and technical proficiency, leading to internal transition to Dell Technologies in 2021. SITEL Apr 2018 - Nov 2019

Customer Service Representative Panama

• Provided customer service support for Citizens Bank U.S., assisting with banking inquiries and account-related requests. Handled 100+ inbound calls daily while maintaining high customer experience (CE) scores through strong communication and problem- resolution skills. Consistently met performance KPIs including quality, productivity, and adherence metrics. Multiple Companies and BPOs Jun 2014 - Mar 2018

Customer Service, Collections and Tech Support Specialist Panama

• Performed customer service and technical support roles supporting U.S. telecommunications and insurance clients, including mobile devices, account services, and verification processes. EDUCATION

Bachelor’s Degree in Music

CEAD Panama • Jan 2011 - Dec 2013

SKILLS

• Technical Support (Senior)

• Windows OS

• Hardware &Software

Troubleshooting

• Salesforce (SFDC)

• Incident &Case

Management

• SLA Compliance

• Remote Support

• Documentation &

Reporting

• Customer Support (B2B)

• Microsoft Office Suite

Languages

• English -Fluent

• Spanish -Native

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