Summary
Overview
Work History
Education
Certification
Accomplishments
LANGUAGES
Timeline
Tools

Boris Alvarez

Senior Technical Support Specialist

Summary

Cloud Support Specialist with 8 years of experience in technical support and customer service, skilled in resolving complex issues with precision and empathy. Proficient in troubleshooting across hardware, software, and cloud platforms including GCP and Azure. Known for exceeding performance metrics, streamlining resolution processes, and delivering user-focused solutions. Fast learner with a growth mindset, eager to contribute to a high-performing team while deepening expertise in cloud technologies.

Overview

11
11
years of professional experience
6
6
Certificates
4
4
Languages
5
5
years of post-secondary education

Work History

Technical Support Specialist (Hybrid)

DELL
11.2016 - Current
  • Top-performing Technical Support Specialist at Dell Technologies, supporting Alienware and Dell Premium accounts via phone, chat, and social media.
  • Delivered expert assistance to global customers, resolving 20–30 technical inquiries daily across hardware, software, and cloud-based services.
  • Collaborated with cross-functional teams to meet SLAs and improve support KPIs in high-demand environments.
  • Demonstrated leadership by mentoring peers and driving team performance through clear communication and shared goals.
  • Provided exceptional customer service, consistently exceeding expectations in troubleshooting and issue resolution.
  • Managed high-volume support tickets with precision, ensuring timely solutions and maintaining customer trust.
  • Adapted quickly to evolving cloud platforms, tools, and workflows.
  • Committed to continuous learning in cloud technologies, certifications, and best practices.
  • Results-oriented and disciplined, consistently surpassing performance targets in fast-paced technical environments
  • Familiar with cloud ecosystems, computing languages and remote support tools, with a strong foundation in customer-centric problem solving.

Sales Agent

STARTEK
08.2014 - 07.2015
  • Handled sales, technical and customer care responsibilities as a phone support agent.
  • Increased sales revenue by consistently meeting and exceeding monthly sales targets.
  • Managed over 30-50 incoming calls, and emails per day from customers positioning Internet, Phone and TV services, while providing customer care and technical assistance.
  • Achieved top performer status within the company due to consistent high sales numbers.

Education

Microsoft Certified - Azure Cloud Platform

Azure Fundamentals, San José, SJ
01.2025

Full Stack Technician - Full Stack Development

UCreativa, San Jose
01.2025

ComptTIA A+ - IT Support

CompTIA, Remote
01.2024 - 12.2024

Physical And Cloud IT Support Technician - Cloud IT Support

UCreativa, San Jose
01.2024 - 12.2024

Google Cloud Fundamentals - Cloud IT Support

UCreativa, San Jose
01.2024 - 12.2024

Google Cloud Computing Foundations Academy

Social Media and Community (SMaC) Certification - Social Media

DELL, Heredia
01-2022

Data Analysis Technician - Data Analysis

FUNDATEC, Alajuela, Costa Rica
01.2020 - 01.2021

Brazilian Portuguese And German - Languages

ILAI, San Jose
01.2015 - 08.2016

Self-paced courses - Web Development

Coursera, CodeAcademy, KhanAcademy, Remote
01-2020

HTML, CSS, Javascript, Python, SQL, Web
Development, Community Management, Digital Marketing

Certification

Full Stack Development

Accomplishments

🏆 Recognized as a top-performing Technical Support Specialist at Dell Technologies, consistently exceeding performance metrics across phone, chat, and social media channels.🌍 Delivered expert assistance to global customers, resolving 20–30 technical inquiries daily while maintaining high satisfaction scores and strengthening client trust.
🤝 Boosted team performance through collaborative leadership, mentoring peers, and aligning efforts to meet shared goals in fast-paced support environments.
☁️ Adapted quickly to cloud platforms including Google Cloud Platform (GCP) and Microsoft Azure, contributing immediate value through efficient troubleshooting and customer-centric problem solving.
📈 Leveraged data insights from support trends to streamline resolution workflows, reduce ticket handling time, and enhance overall service quality.

LANGUAGES

Spanish (Native)
English (Advanced)
Portuguese (Intermediate)
German (Basic)
Russian

Timeline

Full Stack Development

12-2024

Azure Fundamentals

06-2024

ComptTIA A+

03-2024
CompTIA - ComptTIA A+, IT Support
01.2024 - 12.2024
UCreativa - Physical And Cloud IT Support Technician, Cloud IT Support
01.2024 - 12.2024
UCreativa - Google Cloud Fundamentals, Cloud IT Support
01.2024 - 12.2024

Google Cloud Fundamentals

08-2023

Physical and Cloud IT Support

03-2023

Data Analytics

02-2020
FUNDATEC - Data Analysis Technician, Data Analysis
01.2020 - 01.2021
Technical Support Specialist (Hybrid) - DELL
11.2016 - Current
ILAI - Brazilian Portuguese And German , Languages
01.2015 - 08.2016
Sales Agent - STARTEK
08.2014 - 07.2015
Azure Fundamentals - Microsoft Certified , Azure Cloud Platform
UCreativa - Full Stack Technician, Full Stack Development
DELL - Social Media and Community (SMaC) Certification, Social Media
Coursera, CodeAcademy, KhanAcademy - Self-paced courses, Web Development

Tools

  • Windows - Linux
  • Google Cloud Platform - Azure
  • PowerBI - Visual Studio Code
  • GitHub - MySQL - Docker
  • Kubernetes - Terraform
  • Python, Angular, Node, React, Jupyter
  • JavaScript - HTML - CSS

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Boris AlvarezSenior Technical Support Specialist