Skylar R. Diaz

**** ******** *****, ********, **** 43232 adz6gx@r.postjobfree.com 614-***-****

Objective

Seeking a permanent career with opportunity for advancement as a Technical Support Specialist.

Education

STRAYER UNIVERSITY 2019 - PRESENT

·Currently attending to obtain a Bachelor Degree in Information Technology.

COLUMBUS STATE COMMUNITY COLLEGE 2013 - 2015

·Studied Software Development in a 2-year transfer program.

Experience

VERIZON WIRELESS TIER III TECHNICAL SUPPORT COORDINATOR 2018 - PRESENT

·Resolving escalated technical and billing issues as part of the Customer Relations Team.

·Delivering real-time coaching and training to front line Technical representatives.

·Maintaining in-depth knowledge of network structure and device capabilities.

DISH NETWORK, LLC. TIER II TECHNICAL SPECIALIST 2016 - 2017

·Assisting residential satellite customers with advanced technical troubleshooting.

·Aiding in customer education and understanding of billing and sales processes.

·Providing real-time team chat support for technical support and customer service representatives.

TIME WARNER CABLE INC. SALES REPRESENTATIVE 2015 - 2016

·Developed new and existing customer relationships through a needs-based sales approach.

·Created new accounts and move orders for current and potential customers.

·Maintained customer satisfaction and service revenue through a voluntary follow-up process.

TELEPERFORMANCE USA APPLE IOS TIER I TRAINER 2014 - 2015

·Delivered Tier I iOS technical support training in the U.S. and abroad to 400+ AppleCare advisors.

·Worked alongside Certified AppleCare instructors to develop vender center leadership employees.

·Aided in the hiring process as well as technical system set up for the AppleCare Project Launch.

TELEPERFORMANCE USA VERIZON FIOS INTERNAL HELP DESK 2008 - 2014

·Provided advanced Tier III Technical support for residential and business customers.

·Demonstrated advanced system understanding and issue resolution as an escalations specialist.

·Aided Tier II Technical Support agents with real-time chat and phone support.

References

AVAILABLE UPON REQUEST

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