Technical Support Customer Service

ESTEBAN MORALES

**** ********* ***, ********** ** · H 513-***-**** C 717-***-****

**************@*****.***

OBJECTIVE - Client Tech Support position utilizing superior bilingual technical and problem solving skills to provide the best cost effective customer experience

SKILLS

Strong PC and software troubleshooting skills

Excellent communication skills

Ability to multitask and prioritize issues

Ability to explain complex ideas in simple terms

Current working knowledge of latest technologies

Fluent in both English and Spanish

EXPERIENCE

Webhelp California INC May 2019 - Nov 2023

Webhelp acquired ATOS ServiceMaster in May 2020

Formerly ATOS

L1 Customer Service Agent, NAO – East Master

Webhelp East Master account Feb 2021 – Nov 2023

ATOS ServiceMaster account Dec 2020 – Feb 2021

May 2019 – May 2020

Unlock accounts in Active Directory and reset user password after user verification

Assisted clients in diagnosing and troubleshooting basic computer, and, Windows issues

Guided clients through troubleshooting basic main frame application and login issues

Diagnosed and troubleshot multi-factor authentication issues

Diagnosed and troubleshot Single Sign On and other login issues

Assisted Spanish agents in resolving application login issues and mobile device issues

Insight Global LLC Aug 2018 – May 2019

CNA account

Assisted clients in troubleshooting basic computer, and, Windows issues

Guided clients through troubleshooting basic main frame application and login issues

Diagnosed and troubleshot multi-factor authentication issues

Spectrum (formerly Time Warner Cable) Aug 2010 – Jan 2018

Internet and Phone Support Technician/Tier III Network Support Specialist

Diagnosed subscriber calls for digital phone and residential high-speed internet issues

Reviewed existing services calls to determine all problems listed

Collaborated with other departments to determine if the problem may be area wide or individual

Resolved all service tickets in timely manner that lasted no longer than one day

Informed and educated customers about available self help tools

Centurylink, (formerly Embarq, Sprint) Oct 2003 – Jul 2010

Advance Computer Support/High Speed Technical Support Specialist

Assisted customers via chat and telephone with computer, email, High Speed Internet (DSL) connectivity, networking and telephone issues

Acted in a bilingual capacity to assist Spanish speaking customers with all the same connectivity problems

Distributed information to customer on advance computer and network issues

Utilized remote access software to access customer’s computer to educate and resolve issues

Pennsylvania State University (both the Middletown and York campuses) Aug 1991 - May 1995

Computer lab technician

Resolved students and faculty software and hardware problems. Maintained and operated the labs.

Assured connections to LAN, Mainframe and printer to LAN and the PCs.

Provided basic information about the various Microsoft and other computer applications

Idea Group Publishing, Inc., Harrisburg, Pennsylvania Aug 95 – May 95

Nonprofit Charitable Organizations

System Design Project Internship

Developed a database system to track invoicing and assisted with the College textbook inventory management process for independent bookstore.

Converted previous database that was in DBASE III to DBASE IV.

EDUCATION

Bachelor of Science Pennsylvania State University

Management Information Systems Middletown, PA

Associates of Science Pennsylvania State University

Computer Science York, PA

Military

United States Army Honorable Discharge

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