Technical Support Customer Service
Resume:
Les ley A. Gamboa
**** ** **** ***, *********, Florida 33024 * 954-***-**** * ************@***.*** P R O F E S S I O N A L P R O F I L E
Detail-oriented Computer and Technical Support Technician with 3 years of high-quality technical service experience in a large corporate environment for internal and external clients ranging from executives to end-users.
Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop, laptop, multi-function printers, Microsoft Office products, Apple products and remote support tools. P R O F E S S I O N A L E X P E R I E N C E
IOS Apple Support/Technical Support Representative, 08/2016 to 01/2017 Teleperformance, USA – Work@Home Agent
Identified and corrected performance issues.
Collected data around every transaction and turned it into tools that helped users.
Ensured proper installation of cables, operating systems and software.
Maintained records of daily data communication transactions, problems and remedial actions taken.
Referred major hardware and software problems and defective products to vendors or technicians for service.
Evaluated and conducted technical and functional research and analysis.
Escalated unresolved issues to appropriate level.
Entered commands and observed system function to verify correct operations and detect errors. Help Desk/Technical Support Representative, 05/2015 to 04/2016 Adecco Staffing Client: Corelogic – Sunrise, Florida
Set up PC and Apple desktops and laptops and all types of mobile devices.
Provided basic end user troubleshooting and desktop support on Windows, Linux and Mac systems.
Used MLX Exchange, Fusion, Matrix and other realtor databases to find properties for clients.
Installed software, modified and repaired hardware and resolved technical issues.
Managed call flow and responded to technical support needs of clients.
Identified and solved technical issues with a variety of diagnostic tools.
Reviewed technical documentation and procedures. Technical Support Representative, 10/2014 to 06/2015 Telenetwork, LLC – Work@Home Agent
Managed call flow and responded to technical support needs of customers.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Identified and solved technical issues with a variety of diagnostic tools.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Reviewed technical documentation and procedures.
Installed software, modified and repaired hardware and resolved technical issues. IVL Sales Analyst, 11/2014 to 02/2015
US Tech Solutions Client: Aetna – Sunrise, Florida
Calculated quotes and educated potential clients on insurance options.
Calculated premiums and established payment methods for sales.
Evaluated leads obtained through direct referrals, lead databases and cold calling.
Finalized sales and collected necessary deposits.
Collected all premiums on or before effective date of coverage.
Evaluated the accuracy and quality of data entered into the agency management system.
Analyzed sales volume, retention and loss ratio trends to identify areas for improvement. Page 2 of 2
E D U C A T I O N
Bachelor of Science: Network Administration and Data Communication, 2012 Keiser University - Fort Lauderdale, Florida
Bachelor of Science: Biology and Chemistry, 2009
Nova Southeastern University - Davie, Florida
Associate of Science: Medical Assistant, 2007
Sanford Brown - Fort Lauderdale, Florida
A D D I T I O N A L S K I L L S
Database management software
Sales-force Knowledge
MS Office 365
Working with shifting priorities.
Strong Collaborative Skills
Excellent Problem Solving Skills
Customer Support Team
Customer Service
Technical Help Desk Support
Experience with different ticketing
systems such as Remedy, etc.
Large computer networks
Managing multiple projects
simultaneously
Exceptional communication skills
International sales support
Strategic sales knowledge
Strong Analytical Skills
Microsoft and Apple Operating Systems.
Including Android and IOS platforms
Active Directory
A D D I T I O N A L I N F O RMA T I O N
Languages: English and Spanish I am fluent in speaking, reading and writing in both languages.
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