Customer Service Technical Support

Emmanuel Gonzalez

Cell: 347-***-****

*************@*******.*** • www.linkedin.com/in/egonzaleznyc

Skills:

Proficient in Microsoft Office Suite (Word, PowerPoint, Excel)

Microsoft Windows

HTML5

CSS3

Adobe Captivate

Reliable/Flexible/Dependable

Outstanding analytical, problem-solving, and troubleshooting skills

Project focused/Results oriented

Superior communication (oral and written), customer service and interpersonal skills.

Multi-task oriented/Highly efficient

Adobe Dreamweaver

Adobe Photoshop

Maximizer CRM

Java

QuickBooks

Excellent communication skills in English and Spanish

Education:

CUNY Lehman College, Bronx, NY Bachelor of Science in Computer Science

Graduation: Spring 2013

Cardinal Hayes High School, Bronx NY

Graduation: May 2008

Work Experience:

MS Shift

Technical Support Specialist New York, NY (August 2014 – December 2015)

Provide thorough support and problem resolution for MS Shift users via phone, email, and through remote desktop connection.

Perform hardware and software installations remotely.

Maintain composure and patience in face of difficult customer situations.

Assist users with forgotten passwords, non-responsive hardware, incorrect settings etc.

Help users set up the MS Shift application for iOS devices.

Translate software, iOS application, and company website to Spanish.

Coordinate updates to software without negatively impacting clients' daily operations.

Work closely and effectively with MS users to replace/repair defective hardware and software.

Test new versions of iOS application to ensure proper functionality.

Follow up on pending tickets.

Collaborate with company staff to optimize working environment and customer service.

Prepare tests and applications for monitoring desktop performance.

Wintec Group Inc.

Intern New York, NY (February 2014 – June 2014)

Successfully provided technical support to Maximizer users over the phone and through remote desktop connection.

Ensured that incident and problem management processes and procedures are followed and adhered to standards.

Ran routine phone troubleshooting and configuration.

Followed up with customers on solved and unresolved issues.

Played a major role in creating a new company website. (http://abundance-prosperity.com/Index.html)

Forever NYC Fashion

Administrative Assistant New York, NY (June 2010 – February 2014)

Completed customer orders and requests.

Created PowerPoint presentations of future designs.

Troubleshoot software and hardware malfunction issues, non-responsive switches and modems, printer malfunction, and more.

Completed administrative duties in office.

Organized and maintained confidentiality of sensitive documents.

Created invoices and updated customer information in QuickBooks.

Worked closely with management staff.

References available upon request.

Contact this candidate