Service Representative Support

ANTHONY CINTRON

NEWARK, NEW JERSEY

Tel: 973-***-**** Email: *****************@*****.***

IT Professional with Comp TIA A+ certification and 10 years of experience in customer and technical support roles with global technology companies. Key strengths include strong understanding of IT network components and troubleshooting, diagnostics and basic repair; and solid communication expertise with managers, teams and end users/customers.

Core Competencies: home lab virtualization, Active Directory, Cisco Packet Tracer, PowerShell and command line, Windows, MacOS, Linux, support ticket management, troubleshooting, diagnostics, documentation, hardware and software installation, help desk, virus and malware preventative maintenance, end user technical support.

PROFESSIONAL EXPERIENCE

CONCENTRIX Newark, NJ

TECHNICAL SUPPORT REPRESENTATIVE December 2017 to March 2020

As Technical Support Representative, responsible for interacting with up to 50 daily clients and providing preliminary support with proprietary business services software. Core responsibilities included:

Employing test scripts and internal diagnostic tools to assess, diagnose and resolve client technical matters.

Communicating with clients through telephone, email, live chat and forums and documenting client interactions.

Documenting end user identification information including name, contact information, and nature of issue; and problem-solving process including all decisions made, actions taken and results.

SITEL WORLDWIDE CORPORATION Newark, NJ

TECHNICAL SUPPORT REPRESENTATIVE August 2014 to November 2017

As Technical Support Representative, engaged with customers to fulfill DirecTV maintenance requests and support/resolve other computer hardware, software and telephone-related concerns. Core responsibilities included:

Investigating, troubleshooting, analyzing and supporting customer problems.

Creating, monitoring, updating and completing an average of 20 daily support tickets.

Working closely with management and other technical support staff on the resolution of complex customer files.

ARISE VIRTUAL SOLUTIONS Newark, NJ

CUSTOMER SERVICE REPRESENTATIVE November 2010 to August 2014

As Customer Service Representative, coordinated the delivery of customer-focused solutions with management, sales and support staff.

MONTCLAIR STATE UNIVERSITY Montclair, NJ

GROUNDSKEEPER June 2008 to February 2010

EDUCATION AND CERTIFICATIONS

PC AGE Jersey City, NJ

COMPLETED COURSEWORK IN A+, CCNA, AND MCSA. August 2020

COMPTIA A+ February 2020

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