Customer Service Technical Support
Resume:
Said Alberto Sanchez
San Antonio, Texas 78239
**********@*****.***
Experience and Work History:
AT&T: Technical Support Agent
Information Technology 2007-2009
Duties:
1. In an essential high call volume environment, responsibilities include; providing high quality technical support and building report with customer. Determining scope of issue and identify best possible solution. Verifying customer contact and private information is accurate to company records and remains confidential. Maintaining professionalism and equality showing empathy and advocacy. Adhering to company policy set forth and following strict guidelines to provide essentially the best customer support possible.
1. Floor Walking: Supplementing other technical support agents while on calls and assisting agents, making sure all questions are answered in timely fashion. Making sure customer questions are answered accurately and issues are resolved under company average handle times (AHT). Answering escalated calls with responsibility and professionalism.
1. Technical Support: Knowledge in Windows 2000, XP, Vista, Win7 and Macintosh (Apple) operating systems. Making sure customers are able to connect to the internet. Troubleshooting wireless connectivity and educating customers on wireless security WEP or WPA. Troubleshooting LAN connectivity and reconnecting customer back to the internet. Assist customers with sync issues with different versions of Outlook, including any versions of Mac Mail. Perform standardized line test making sure no interference is detected.
Earthlink Inc.
Information Technology / Customer Care 2005-2007
Duties:
1. Overseeing Bilingual Technical Representatives and Customer Service Delta and reinforcing company policy.
1. Providing tech support to team members and process incoming calls for dedicated clients, which includes obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues, adhering to scripts, and attempting to sell products or make up sells as necessary on selected computer issues to include responsible for trouble-shooting basic Internet related problems.
1. Strive to enhance the team relationship with customers, ensuring the highest quality, responsive service possible is provided to include make return phone calls to customers if technical problems were incurred during the customers initial incoming phone call
1. Proficiency with multiple computer platforms and operating systems of (e.g. Win ME/XP/Vista/Win7 and applications of Word, Excel, PowerPoint, and Access)
1. Attending to customers’ computer for any malware, Ex. Virus, Trojans, Spyware, Rogues. Educating client on the basics of keeping a clean healthy computer and verifying client has all the essential protection software for safe and enjoyable browsing.
AutoCAD 3D Design: 2002-2005
Estimator
1. Graphic Layouts – Create a 3-D model of custom home. Checking over graphic drawings and making sure all labeling is correct. Print out the estimates, take off materials, faxed paper work.
1. Maintained all company software and hardware up to date. Troubleshot and LAN and Wireless connection issues. Handled Client calls with the upmost professionalism, awhile resolving any issues that came forth.
Operating Systems:
1. Windows ME
2. Windows 2000
3. Windows XP/Professional
4. Windows Vista
5. Windows 7
6. OS Leopard X
General Software:
1. Microsoft Office 2007/2010
2. AutoCAD 2011
3. Autodesk Inventor 2011
Anti-Virus Software:
1. McAfee Anti-Virus / All Versions
2. Norton Anti-Virus / All Versions
3. Kaspersky Anti-Virus
4. Malwarebytes Anti-Malware
5. Super Antispyware
6. Process Explorer
7. Auto Runs
8. GMER
Languages: Additional
1. Fluent in Spanish
Education:
1. AA - Engineering Applied Science
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