Boris Álvarez
Senior Technical Support Engineer
Heredia
Summary
Senior Technical Support Engineer with 8+ years of experience delivering advanced enterprise-level technical support in global environments. Proven expertise in troubleshooting complex hardware, software, cloud, and networking issues while acting as a trusted technical advisor to customers. Strong background in Windows, Linux, Azure, Google Cloud, user access management, and performance troubleshooting. Recognized for high customer satisfaction, operational excellence, and collaboration across engineering and support teams.
Google Skills: https://www.cloudskillsboost.google/public_profiles/1f10d333-d202-465d-a61b-3a2416dcc203
Overview
12
12
years of professional experience
5
5
Certificates
4
4
Languages
Work History
Senior Technical Support Specialist (Onsite)
Dell Technologies
11.2016 - Current
- Provide advanced technical support for Dell and Alienware Premium enterprise customers via phone, chat, and digital channels.
- Own and resolve complex, escalated technical cases involving hardware, operating systems, drivers, performance degradation, and software conflicts.
- Act as a trusted technical advisor, guiding customers through root cause analysis and long-term remediation strategies.
- Analyze system logs, performance indicators, and customer environments to identify recurring issues and optimization opportunities.
- Collaborate with internal engineering, escalation, and product teams to resolve high-impact incidents and product defects.
- Maintain high customer satisfaction while managing high-volume ticket queues in a 24x7 global support model.
- Contribute to process improvements, internal documentation, and knowledge sharing across the support team.
- Consistently recognized as a top performer based on KPIs, quality metrics, and customer feedback.
Phone Sales & Technical Support Agent
Startek
08.2014 - 07.2015
- Delivered technical assistance, customer care, and sales support in a fast-paced call center environment.
- Achieved and exceeded monthly sales and performance targets while maintaining strong customer satisfaction metrics.
- Developed strong communication, objection-handling, and customer engagement skills.
Education
Full Stack Development Technician -
01.2024
Full Stack Development Technician - undefined
01.2024
Physical & Cloud IT Services Technician - undefined
01.2023
Data Analysis Technician - undefined
01.2020
Certification
CompTIA A+ (2024)
LANGUAGES
Spanish: Native
English: Advanced (Professional proficiency)
Portuguese: Intermediate (Professional working proficiency)
German: Basic
Timeline
Senior Technical Support Specialist (Onsite) - Dell Technologies
11.2016 - Current
Phone Sales & Technical Support Agent - Startek
08.2014 - 07.2015
UCreativa - Full Stack Development Technician,
UCreativa - Physical & Cloud IT Services Technician,
FUNDATEC - Data Analysis Technician,
UCreativa - Full Stack Development Technician,
Skills
Windows Server & Linux Administration
Azure Fundamentals Google Cloud Platform
Active Directory (Users, Groups, GPO concepts)
Networking: TCP/IP, DNS, DHCP
Virtualization: Hyper-V (foundational), VM concepts
Performance Troubleshooting (logs, monitoring tools)
User Access & Identity Management
Remote & Enterprise Technical Support