Summary
Overview
Work History
Education
Skills
Timeline
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Bryan Anthony Monge Avalos

Tech Support Agent
Desamparados

Summary

Experienced in handling high-volume customer inquiries, resolving issues, and managing cases accurately using various CRM programs such as Appian, Unified Desktop, and other systems. Skilled in HTML, CSS, JavaScript, React, and problem-solving in technical environments, enhancing support capabilities. Fluent in English (B2+) and Spanish, ensuring effective customer interactions. Proven ability to quickly learn new tools, manage multiple tasks, and work efficiently under pressure. Proficient in Microsoft Office applications. Knowledgeable in SQL and Drupal.

Overview

7
7
years of professional experience
7
7
years of post-secondary education
2
2
Languages

Work History

Computer Technician and Sales

Self Employee
09.2018 - 01.2024
  • With over 4 years of experience, I've been actively engaged in purchasing, selling, repairing, and maintaining various computer systems such as Windows and Mac, also with the basics to work and handle issues on Linux.

Technical Support

Concentrix
04.2025 - Current
  • Provide front-end technical support for Klaviyo clients (since April 2025), specializing in troubleshooting issues related to HTML, CSS, Django, and CMS platforms such as Shopify.
  • Assist users via Zendesk through email and live chat, offering code-level support, debugging, and integration guidance.
  • Utilize translation tools to handle multilingual tickets while maintaining English as the primary working language.
  • Additionally, support internal staff by verifying technical information, validating issue context, and assisting in ticket escalation processes to ensure accurate and efficient resolution.
  • Selected for this position based on proven web development expertise and strong coding knowledge.

Customer Service

Concentrix
06.2024 - 03.2025
  • Manage over 60 customer inquiries daily via phone, chat, and email, focusing on fraud detection and resolution.
  • Document interactions with 95% accuracy using Unified Desktop and Appian for efficient case handling.
  • Create and process service requests, managing follow-ups and escalations to meet service level expectations.
  • Provide exceptional customer service by addressing both technical and non-technical issues while maintaining a calm and professional demeanor during high-pressure situations.
  • Consistently meet attendance and punctuality standards, contributing to the team's success in meeting KPIs.

Web Developer

Parque La Libertad
10.2023 - 01.2024
  • Designed and optimized the Cetav 2024 website, ensuring full responsiveness.
  • Developed custom filters using Chakra UI and integrated data through Airtable for dynamic content management.
  • Designed and optimized interactive map based on React. The map provides information about the points of interest.
  • Focused on front-end development, improving site performance and user experience through troubleshooting and optimization techniques.

Education

CETAV - HTML, CSS, SASS, JavaScript, SQL & No SQL, Node.js, React, Python

CETAV
05.2022 - 12.2023

High School Diploma - advertising design

Gravilias High School
02.2015 - 12.2020

Skills

  • Proficient in HTML coding

  • In-field technical support

  • CSS

  • JavaScript

  • React

  • problem-solving

  • Microsoft Office

  • SQL

  • Drupal

Timeline

Technical Support

Concentrix
04.2025 - Current

Customer Service

Concentrix
06.2024 - 03.2025

Web Developer

Parque La Libertad
10.2023 - 01.2024

CETAV - HTML, CSS, SASS, JavaScript, SQL & No SQL, Node.js, React, Python

CETAV
05.2022 - 12.2023

Computer Technician and Sales

Self Employee
09.2018 - 01.2024

High School Diploma - advertising design

Gravilias High School
02.2015 - 12.2020

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Bryan Anthony Monge AvalosTech Support Agent