Pablo Alvarez

PABLO ARTURO ÁLVAREZ CRUZ Coronado, San José, Costa Rica-- WORK EXPERIENCE 05/2012 – present Técnico Azul: Founder, Technician and Instructor • Founder of Técnico Azul, a bespoke technology brand that works with individuals, studios and small companies on creating systems to increase speed and quality of work without using more resources. • Consistently tripled speed and doubled quality (without adding cost) by creating software, hardware, and human systems that automate workload, decision making, and quality assurance checks. Coached groups of people in office suites and web research. Extensive hardware/software troubleshooting. 06/2020 – present Crossover: L1 Tech Support Agent • Supported over 5 products at the same time, with technologies spanning networking, security, databases, SaaS, hosting and development. Constant learning for new products everyday. Handled complete outages and in-depth troubleshooting cases on my own in an asynchronous model. • Worked with the top 1% of global talent and often cracked the top 10 out of a 200 people team. 03/2019 – 09/2019 Sykes / Capital One: Bank Account Specialist • Serviced thousands of customers worldwide per month in English / Spanish. High stress situations (like missing money, stolen info) managed using the bank’s database and guides. Directly assisted managers and did language interpretation for physical offices. Customer advocacy and web/mobile app support. • Cut call times by 60% and got record amount of positive escalations after developing a game-like method for calls and going for the high score; top performer in both training and production teams. 09/2019 – 11/2019 Concentrix: Tech Support Advisor (seasonal) • Simplified problems and solutions for non-experienced users with laptops, phones, accessories, etc. Managed up to three customers at the same time. Guided advanced procedures like boot restorations. • Got our team the first ever 92% approval user report after coaching new coworkers in my free time. Top performer with first place in metrics and the only one with 100% positive customer feedback. 11/2011 – 08/2016 Daadpa Distributor: Net Mediator and Assistant • Managed social networks, website, and phone / live customer support. Designed product catalogs and backup archives. Assisted in inventory management, transportation and payment collections. EDUCATION 10/2010 – 12/2012 C.I.M. XXI, San José, Costa Rica • Secondary Education Diploma. Overlapped official study plans to complete the entire 5 year curriculum in less than 2 years with top scores at the institute. ADDITIONAL INFORMATION • • • • • University exam tutoring to students of many different careers by teaching them fast learning and memorization techniques. Took everyone with failing grades to at least B scores within two weeks. Created PabloTuts, an online repository of software tutorials (articles and videos) on Photoshop, Microsoft Office, video editing, etc., getting hundreds of thousands of views -). Graphic and editorial design freelance work done for businesses and universities. Edited and formatted books, curriculum and research papers, websites, and advertisements. Counseling volunteer work at ExperienceProject.com to hundreds of people, with emphasis on handling emotional issues, building self-esteem and charisma, and problem solving. English & Spanish C1/C2 fluency level.