Technical Support Specialist

John Flores

**** ****** ******* ***** ***. **** Garland, TX, 75043

*************@*****.*** 214-***-****

Objective

Remote Service Desk Agent, QA Analyst, or Technical Support

Education

Saint Joseph's College

Bachelor of Science

Computer Science

Key Skills

well developed communication skills, interpersonal skills and patience

strong critical thinking skills

well adapted to problem solving

advanced computer and technical skills

Professional Experience

Sr. QA Analyst

Tech Mahindra Americas, September 2019 - October 2023

Completed Service Desk training and qualified as a Service Desk agent. Analyzed call center data to generate valuable insights to predict customer trends. Tracked key quality assurance metrics for improvement strategies. Monitored KPIs, tracked quality metrics and provided regular analytics reports to upper management. Made recommendations on process and policy improvements from reports. Coached call center agents based on their quality audit score to improve their performance in achieving customer satisfaction. This was a remote position from 2020 onward.

Technical Products Representative

Legrand US, November 2018 - March 2019

Provided telephone technical support to the customer in understanding applicable products, components and systems for Legrand products in the ELIOT (Electricity In the Internet of Things) product line. Support for Ease and Art in the Experience of Light, Supported Digital Light Management (DLM) using IP addressable programmable room controllers using IR, Bluetooth, Wireless, Windows software, and Android/Apple apps. The technical support entailed detailed product related support covering the installation, operation, maintenance, trouble shooting and integration with third party products to the customer.

Technical Instructor

PC Center, October 2018 - December 2019

Provided lecture and lab instruction for the CompTIA A+ certification course. Followed the official syllabus and learning objectives. Answered student questions. Led class in lab exercises using virtual and physical computer equipment. Provided tests and quizzes for the students.

Technical Instructor

NPower, September 2015 - April 2018

Provided lecture and lab instruction for the Tech Accelerator program for unemployed US military veterans. The course work included classes for ServiceNow Certified Administrator, the AXELOS IT Service Management Library (ITIL) certification and the COMPTIA A+ certification program (NPower Core Program). Students were led in games of Jeopardy and Kahoots to review exam objectives. Provided quizzes and tests using the Moodle distance learning platform.

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