Los Angeles, CA *****

323-***-****

ad0tan@r.postjobfree.com

EDUCATION AND TRAINING

Certificate of completion in PC Repair/Networking course

Maric College

January 2005

ERIC BALABARCA

SUMMARY

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Able to easily convey technical information to diverse audiences. Skilled at both hardware and software troubleshooting in fast-paced environments. Bilingual (English/Spanish)

SKILLS

Hardware upgrades

Call Center Operations

Technical Troubleshooting

Hardware diagnostics

Customer support needs assessment

Windows XP/Vista

LAN/WAN

Application installations

Hardware and Peripherals

Antivirus Software

EXPERIENCE

PROJECT MANAGER

American Electric Co Santa Clarita, CA August 2021 - Current

Handled continuous project monitoring and management by developing forecasts, tracking expenses and approving payments.

Communicated with clients to convey deadlines, scope of work and potential challenges throughout project timeline.

Input accurate account data to efficiently update company database and maintain detailed records.

Instructed new hires on administrative procedures and company policies, closely checking work to verify performance.

Organized workloads to streamline tasks and efficiently oversee day-to-day operations under tight deadlines.

CUSTOMER DELIVERY DRIVER

GrassDoor.com Commerce, CA November 2020 - July 2021

Delivered scheduled pharmaceutical products in on time

Used an app to take on demand orders and deliver them in a timely fashion

Responsible for handling large sums of money on a daily basis

TIER 2 TECHNICAL SUPPORT SPECIALIST

Ring - Amazon Santa Monica, CA August 2015 - September 2018

Maintained log of system issues and conveyed customer feedback to product development staff.

Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers.

Translated complex, technical concepts into easy to understand language to assist non-technically oriented customers.

Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.

Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.

Documented problems and solutions to train lower-level support on how to address customer technical issues.

Used remote control and assistance tools expertly to support non-local customers.

DESKTOP SUPPORT SPECIALIST

Tech Media Studio City, CA August 2012 - December 2013

Upgraded laptops/desktops, improving speed and performance.

Installed, configured and set up PCs for optimal operation and reporting.

Organized repair and replacement of PC components and systems.

Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.

Updated and reconfigured existing and new computers with current software and operating systems.

GAME QUALITY ASSURANCE TESTER

Sleepy Giant Entertainment El Segundo, CA September 2011 - April 2012

Game Master for Call of Duty ELITE Operations.

Services rotate around various forms of analysis and investigation, in an effort to optimize the ELITE service and provide our customers the highest levels of satisfaction (details covered by NDA).

Lead and managed various small teams within the work group on a variety of projects. Includes training, peer review, editing, and legal documentation.

Occasional duties include: Customer support (ticketing and live chat), forum moderation, and quality assurance (play testing / analysis).

Worked with off-site teams to complete timely tests and facilitate smooth product releases.

Monitored and facilitated bug resolutions to optimize software.

WEB-HOSTING SUPPORT

Kforce Staffing, United Woodland Hills, CA June 2010 - October 2010

Provided quality customer support to users with issues regarding offline websites.

Troubleshoot DNS configurations so that website addresses would direct to appropriate page.

Directly and indirectly modified user code so that website would work properly.

Guided end-user through website templates and html code for website.

Assisted users with E-mail configuration such as adding accounts and passwords.

Provided help for customers with billing issues and sales questions.

Received up to 20 inbound calls an hour that could last up to 15 minutes each depending on technical difficulty.

TIER 2 CUSTOMER SUPPORT AGENT

Fox Interactive Media El Segundo, CA February 2007 - February 2009

Solved user issues while ensuring the user experienced great and professional customer service.

Guided end-users through MySpace templates and third-party software to customize page.

Provided professional assistance to users regarding Cyberbully, Imposter, Underage and Deceased user accounts.

Worked with Microsoft Outlook, Word, SalesForce, and MySpace backend software.

Helped create solutions for tier 1 agents and also created personalized solutions for users.

Solved user issues while ensuring the user experienced great and professional customer service.

Received up to 20 inbound calls an hour that could last up to 10 minutes each depending on technical difficulty.

Trained new employees.

TIER 2 ISP SUPPORT AGENT

DslExtreme Winnetka, CA May 2006 - February 2007

Provided quality support to users via phone and e-mail.

Provided support for issues regarding webhosting.

Troubleshoot and configure modems and routers.

Setup and configure internet connection for first time users with both PC's and Mac's.

Troubleshoot network connectivity and general computer issues.

Received up to 20 inbound calls and 10 outbound calls an hour that could last up to 15 minutes each depending on technical difficulty.

REFERENCES

References Available Upon Request

Contact this candidate