ERIC CHAVES

**** ******** **. ***. *

Lake Oswego, Or 97035

503-***-****

OBJECTIVE

A reporting or Business Intelligence position in a corporate Information Technology Department utilizing strong analytical and troubleshooting skills to maintain a stable, secure system and a high level of productivity throughout the company.

PROFESSIONAL EXPERIENCE

XEROX / CONDUENT – June 2016 – February 2017

Tier 1 and Tier 2 tech support Representative for a confidential client. Assisted customers with their iPhones, iPads, iPod Touches and their Macintosh Computers. As a Tier 2, took escalations from Tier 1 agents and escalated tickets to our engineers if needed.

CONVERGYS – July 2015 – May 2016

Tier 1 technical support Representative Assisting customers with Quickbooks Enterprise Edition, troubleshot issues with the program including backups of company files, locating and repairing damaged company files and walkthroughs of the program. Used internal documenting software. Escalated issues to Tier 2 if necessary.

STAMPS.COM – April 2008 – June 2015

Tier 1 technical support representative Troubleshoot technical problems with Stamps.com software and web client including printing and software issues. Assisted customer with various printing issues from the software on Windows and Macintosh computers

VERIZON – July 2007 – March 2008 (Contract Position)

Tier 1 technical support representative Process incoming DSL trouble tickets

Assist both Verizon On-Line and Non Verizon On-Line Technicians with follow up on Trouble tickets

BOINGO WIRELESS – December 2006 – June 2007

Tier 1 Technical Support Representative Provide technical and customer support for Wireless Customers

Various customer service projects provided by manager

GLOBAL FUTURES AND EXCHANGE TRADING COMPANY March 2004 – November 2006

Technical Support

Provided Demonstrations of various Futures Trading and Forex Platforms

Processed requests for configurations on demonstrations on trading platform.

Perform needed reports

Place Orders for Customers

EARTHLINK INC., Pasadena, CA 1998-2003

Technical Support Representative

Resolved basic and complex computer issues for end-users via telephone by identifying the problem and systematically troubleshooting to find the solution.

Provided support in help desk environment for internal employees on dial up, broadband, satellite, and wireless.

Addressed and solve escalated issues that were advanced after initial inquiry ensuring customer satisfaction including VIP customers.

Responded to customer inquiries regarding connectivity and online access by answering questions and making it possible for the customer to have a good experience on the Internet.

FINE PAPER, Pasadena, CA 1998

Computer Consultant

Advised and converted a paper based accounts receivable and accounts payable system to a computer based method in Quicken resulting in and increased and improved ability to analyze business financials.

BOOK ALLEY, Pasadena, CA 1997-1998

Computer Consultant

Analyzed the needs of an Independently owned rare and used bookstore to develop a database to be uploaded to the American Book Exchange (ABE) allowing sales via the Internet, thus increasing sales of difficult to sell books.

INSTITUTE OF FINANCIAL MANAGEMENT/ R.I.D.C., Los Angeles, CA 1995-1997

Administrative Assistant / Computer Technician

Maintained, troubleshot and organized the computer system for the company to increase the programs functionality.

Evaluated computer products and advised the owner on upgrades and computer related purchases.

TECHNICAL SKILLS

Word and basic Excel

EDUCATION

B.S., Computer Science

INSTITUTE OF COMPUTER TECHNOLOGY, Los Angeles, CA

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