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Carlos Basilio

***** ********* ** *****: 949-***-****

Laguna Hills, CA 92653 e-mail: ad2gil@r.postjobfree.com Profile

Versatile Techical Support Representative skilled at offering clients easy-to-understand guiddance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Skills

- Customer Service Support

- User Guidance

- Account Management

- Organizational Skills

- Hardware and Software Configuration

Work History

Edge Systems LLC – Long Beach, CA (Oct 2020 – Current) Tech Support Representative (Sep 2021 – Present)

- Assisted customers in identifying issues and explained solutions to restore service and functionality.

- Documented support interactions for future reference.

- Used ticketing systems to manage and process support actions and requests.

- Resolved diverse range of technical issues across multiple systems and applications.

- Managed high levels of call flow and responded to technical support needs. Production Assembler / ATP Technician (Oct 2020 – Sep 2021)

- Conducted tests on electronic components, products, assemblies and systems to determine functional performance.

- Provided recommendations for improvements in assembly or testing procedures.

- Communicated product failures and testing problems with Quality Control department. Extron Electronics – Anaheim, CA (Mar 2007 – Apr 2020) Latin America Tech Support

- Troubleshoot and diagnosed problems to accurately resolve wide range of technical issues.

- Trained users on how to operate components and systems.

- Explained technical information in clear terms to non-technical individuals to promote better understanding.

- Responded to support requests from end-users and patiently walked them through basic troubleshooting tasks.

- Responded to telephone and email inquiries regarding a wide range of products, use and repair. Education

• INATEL – Instituto Nacional de Telecomunicações, Santa Rita do Sapucaí MG, Brazil BS Electrical Engineering (1977)

Other Skills

• Languages: fluent in Portuguese (native), English and Spanish. Read and write French.

• Computers: high level of proficiency in most computer software packages such as Windows, Microsoft Office Suite, Microsoft Project, Visio, Access and AutoCAD.

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