Rochany Brown
About
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Technical Support Specialist | Partner Support | Junior Systems Engineer
Desamparados, San José Province, Costa Rica
Résumé
Jobs
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Customer Support Specialist (Freelance)LodgifyMay 2025 - Mar 2026 (11 months)Provided multi-channel support (email, chat, phone) for a SaaS vacation rental platform • Guided users through onboarding, setup, and platform configuration • Troubleshot booking, integration, and system issues • Documented bugs and escalated cases via Zendesk • Tools: Zendesk, Slack, Notion, JumpCloud, Mailgun- WInsurance Operations AssociateWNS Global Services (Bristol West)Sep 2024 - Mar 2025 (7 months)Managed high-volume calls for policy verification, coverage, and eligibility • Processed policy updates and cancellations following compliance standards • Maintained SLA adherence and accurate documentation
- MPartner Technical Support RepresentativeMovate (Vonage)Jun 2020 - May 2024 (4 years)Delivered Tier 1 support for VoIP services via phone and email • Diagnosed and resolved technical issues using remote tools • Promoted to Partner Support; managed partner accounts and configurations • Handled escalations, quotes, and case tracking via Salesforce and Jira.
- CSenior Customer Service RepConcentrix (ZOCA Loans)Jan 2008 - Dec 2017 (10 years)
- DSurvey ResearcherDatascension Inc.Jan 2008 - Dec 2017 (10 years)
- TReservations/Booking Flights AgentTeleperformance (Priceline)Jan 2008 - Dec 2017 (10 years)
Education
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- UBachelor's Degree in Systems Engineering (In Progress)Universidad San Isidro LabradorJan 2025 - Dec 2025 (1 year)
- CCNA v7 (Completed, Not Certified)Cisco Networking AcademyJan 2021 - Dec 2021 (1 year)
- CDiploma in Port Operations & LogisticsCUNLIMONJan 2012 - Dec 2014 (3 years)