Isaac Rivera (Iona)

**** ***** *****, *******, ***** 76543

ad0zlv@r.postjobfree.com

512-***-****

Job Type: Permanent

Availability: Full Time, Part Time

Desired Locations: On site. Remote

Experience

ONE SUPPORT

350 Barnes Drive, San Marcos, TX 78666

Sept 2010 – Mar 2021

Salary: $13.00/hr

Hours Per Week: 40

Languages: Fluent English and Spanish

Technical Support Agent – Supervisory, Tier 1, and Tier 2 Customer Support

Remotely provide tier 1, and tier 2 technical and customer support for several contracts using remote means. Support provided through voice (Voice Over Internet Protocol - VoIP), chat, email, and automated communications though the ticketing system.

Provide Support 24/7, 365 days a year, and work all schedules as needed.

Perform managerial/supervisory duties during as required, which includes but not limited to training new hires, training existing employees on newly implemented software and one on one mentoring, setting schedules, monitoring call queue, handling call escalation and coordinating the break/lunch schedule.

Independently train and mentor employees during their training period. This includes Quality Assurance/Quality Control (QA/QC) through mentoring, shadowing calls, correcting mistakes in real time and teaching interpersonal skills, ensuring a satisfactory customer experience.

Coordinate maintenance, backups, recoveries, and upkeep of billing and accounts systems for contracts that have payment and data management needs.

Dispatch field technicians to remedy customer needs after all remote methods have been exhausted. Coordinate with field technicians and dispatch departments to ensure customer's requests are met in a timely manner.

Implementing trend forms and outage example tallies to determine reasons or known issues with high call volume and determine if dispatch is necessary.

Remotely run diagnostic and internet troubleshooting maintenance, walking customer through each step when not able to reach remote systems.

Process electronic payments through Electronic Funds Transfers (EFT) and Credit/Debit for several contracts.

Handle multiple customers simultaneously through calls, chat, and email when required to maximize productivity when call volume was high.

Deescalating calls/customers while also finding solutions to their needs.

Record keeping for local and government services such as vehicle registration and government website troubleshooting for the State of Texas.

Remotely troubleshoot and provided support for customer electronics, office/home phones, cell phones, cell phone plans and contracts.

Created payment arrangements and leasing options for cell phones, both iPhone and Android devices.

Adjusted databases for various contracts, including bookkeeping as well as bug reporting to supervisors.

Created replacement tickets for phone replacements on devices that had Insurance or Warranty on phones.

Overseeing a maintenance system for production of car parts as well as rebooting stalled systems or manually processing tasks that would slow or stall production.

Worked as a universal technical support agent. Duties included all maintenance and troubleshooting of Windows, Linux and Apple products. Software support that included remote troubleshooting, PC configuration and PC tune ups. Included installation of antivirus as well as removing viruses from customers computers.

Supervisor: Christopher Murray, Team Leader - 254-***-****

Ok to contact this Supervisor: Yes

Education, Certifications and Official Trainings:

Southwestern University

Georgetown TX,

Bachelors of Studio Arts

Degree Obtained: 2009

Personal Achievements:

15+ years drawing art, independently coordinating through a publisher, and published a coloring book, which is available through the publisher’s site, and also available on Amazon as well as the following site; https://perceptionspress.ca/cant-her-bury-tales/

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