Customer Support Analyst
Resume:
Martin G. Galvan
**** ****** **** ** ********* MT. 59741
Phone: 406-***-****
Email: ad3noo@r.postjobfree.com
PC Technician Technical Support Analyst / Engineer Purchasing Graphics & Web Design SOFTWARE SKILLS
Basic SQL Knowledge Dreamweaver
Basic Splunk Knowledge Corel Photo-Paint
Basic HTML5 Knowledge Microsoft Word
Basic CSS Knowledge Excel
Microsoft Visio Flash 8
Outlook PowerPoint
Six Sigma course White Belt
LANGUAGES
Fluent in English and Spanish.
EDUCATION
G.E.D
Certificate in Computer Repair at ICS in July of 1998. Certificate in Graphics Artist in CorelDraw November of 2001 EXPERIENCE
● Four years as a Technical Support Engineer at Wisetail
● Five years in Technical Support Analyst at LexisNexis
● Eight years experience in Computer repair, Troubleshooting,
● Hardware installation such: Motherboards, Power supplies, CPU.
● Software installation and troubleshooting, virus removal.
● Seven years experience in Purchasing
● Seven years as Inventory Management
● Two years in Residential and Commercial Plumbing Quotes
● Seven years personal business graphics design and web design.
● Twelve years experience in Plumbing & Heating sales and customer support.
EMPLOYMENT
Wisetail
Technical Support Engineer
January 2nd 2020 to January 30 2024
Troubleshoot complex software issues that vary from client to client and either resolve the issue. Escalate to the Engineering team for further investigation using Jira. Monitor ticket queue to provide severity and SLA timeframe. Ensure SLAs are not breached. Communicate with clients via Zendesk and schedule a call when issues are too complicated to resolve via email.
Use of SQL database to troubleshoot client issues. Use splunk as a tool to troubleshoot issues.
Write client faced how-to-articles as well as internal articles Continually optimize and refine systems, processes and documentation to increase throughput across all Client Services teams.
Maintain a 90% client survey satisfaction score across our team year over year. LexisNexis
Technical Support Analyst I
June 2014 to December 2019
Provide exceptional technical support for English and Spanish speaking end users with a variety of access levels via phone calls, emails, chat service and via Webex sessions. Support requires strong oral communication and written skills as well as analytical and comprehensive troubleshooting.
Support includes:
Installation and troubleshooting of software which included various versions. Setup and configure manual and Automatic Batch files Create and maintain record of Customer support using a ticketing software. Escalate issues to our higher support level team when issue cannot be solve at my level or support
Process and set up access to the system for new customers. Provide product overview in English and Spanish to new customers Barrister Global Services
PC Technician
Subcontractor
Troubleshooting of Hardware and Software
hardware installation such as hard drives
CPU’s, power supplies, motherboards, DVD drives,
laptop screens, mother boards installation
and tattooing for desktop and laptops.
Ridgeline Mechanical Sales
732 Cruiser Lane
Belgrade, Mt. 59714
May 2009 to June 2014
Generate sales orders, purchase orders and invoices, answer phone calls and provide customers with product information and order status upload product into database, inventory control, generate commercial and residential bids, shipping and receiving, generate and submit RMA’s requests for defective product, maintain company’s web site, and their pc networking, pc maintenance troubleshooting and repairs.
Summit Mechanical
Start Date: October 2008
End Date: April 2009
Assign material to jobs and schedule delivery.
Purchasing, inventory management, shipping and receiving. Reliable Plumbing and Heating
214 W Sheppard Trail Ste. A
Bozeman, Mt. 59718
Start Date: August 2006
End Date: September 2008
Warehouse Manager
Purchasing / Inventory control of plumbing materials maintain stock for plumbers to avoid going to wholesaler every day to reduce costs and improve performance.
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