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Customer Service Technical Support

Los Angeles, California, United States
January 25, 2018

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**** ****** ***

Buena Park, CA *****


Edmund Aguilera


To be able to provide excellence of service to a company that fosters employee growth and development as well as ensuring continuous improvement of personnel in all areas for the benefit of the organization.


Nov 2017 – Present Securitas

Security Officer

Patrols area for possible threats

Monitors specific areas for fire watch

Assists patients and visitors within the premises

Oct 2011 – Mar 11,2016 Intellys Corporation

Network Operations Specialist

Monitors the NMS and troubleshoots if alerts come in

Backs up router configurations for TC911

Configures voice/IP phone/soft phone services through CUCM – Cisco Unified Call Manager for CHUBB group of companies

Updates customer’s regarding repair status

Coordinates with other departments for earliest resolution

Feb 2011 – May 2011 AT&T

Uverse Agent – Technical support agent TIER 2

Receives calls from TIER 1 and End users

Troubleshoots Video, Data and telephone service problems

Coordinates with field techs in troubleshooting and resolving issues

May 2010 – Jan 2011 Telvista

FSC Agent – Technical support agent

Receives calls from customers

Troubleshoots Video, Data and telephone service problems

Encodes trouble tickets and checks for group outages

Nov. 2006 – May, 2008 Concentrix (Division of Synnex Corp.)

Training Supervisor

Managed trainers for 5 different accounts

Made sure that all training sessions facilitated are of the highest quality by evaluating trainers on the spot

Approves or disapproves modules, presentations, activities designed by senior trainers as well as designs modules for new accounts.

Schedules and assigns training sessions for the 5 accounts

Provides and executes initiatives that are in line with the company’s target for the year.

Aug. 2006 – Oct. 2006 Link2support

Senior trainer

Supervised, managed and trained newly hired trainers

Designed and implemented the level testing table to improve and standardize quality of personnel that are being hired & deployed

Facilitates final interviews to applicants.

Facilitates reinforcement training sessions to representatives that are getting low QA and NQA scores

Nov. 2003 – Sept. 2006 Link2support


Facilitated training sessions for Basic computer networking, procedures and company policies

Provides feedback of modules, training sessions to the supervisor

June, 2003 – Oct. 2003 Link2support

Product Support Representative

Handled technical calls for computer networking peripherals.(Linksys products)

Provided excellent customer support by building rapport

Promoted to a trainer position while still on probationary status


1998 – 2002 AMA Computer University

Bachelor of Science in Electronics and Communications Engineering Majored in Computer Networking

Took the five year course for only four years


01/29/2015 ACMA_6.1:Aruba Certified Mobility Associate 6.1

09/16/2014 CCNA Wireless

10/06/2011 CCNA Routing & Switching

08/26/2005 TEFL Certified to teach English Phuket, Thailand

01/03/2006 TEFL Certified to teach Business English

Additional Information

Was given the yearly perfect attendance award for 4 years in a row.

Came up with the speech lab software to help representatives improve on communication and technical skills

Originated the weekly FYI’s such as word power, customer service, etc.

One of the yearly top performers of the company from the year 2003 to 2007

more information available upon request

I hereby swear that all information given and stated above are true and correct to the best of my knowledge.

Edmund Aguilera

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