Tech Support Specialist
Resume:
Antonio E Guerra-Robert
Stone Mountain, Ga 30088
*******.******.******@*****.***
Spanish-English bilingual self-motivated dynamic and creative personality customer service oriented and tech support specialist looking for a position wherein my expertise, work ethics and experience could be an asset to your business
Core Competencies:
Multitask and perform efficiently under pressure and adapt to change and enjoy working in diverse environments either at the office or remotely using vpn tools
Positive, self confident but flexible when the situation requires a new set of rules in place due to the drastic changes of Covid-9 in our lives Spanish-English bilingual with vast experience providing business services to both communities
In depth knowledge of methods and adhere to company procedures and regulations as well as techniques that will guarantee the best customer services to English and Spanish speakers
Comprehensive knowledge of call management as well as conflict resolution techniques to de-escalate a situation in a call center enviromment Quick learner use proactively knowledge-base library and internet resources to tackle the demands of daily incidents keeping well-informed of new tools and procedures
People oriented, good listener and slow to jump into conclusions always friendly, cooperative and trying to promote good relationships among my co workers
Capable of working remotely home-office environment through virtual private netwok technology, fast internet connection, headset and laptop Typing speed 40 wpm
Work Experience:
2022- September-December 2022 Bakkt Chase Apple Products Rewards Program
Customer Service and Tech Support for Chase Card Rewards Points Holders to purchase Apple Products
Guide through the purchase and approval process and provided ETA during the Holidays
2021 February-August Vxi Temporary Agency, College Park, Ga Provide Tech support for AT&T home and business users with support for installation, provisioning e-mail, text messages and hot spot for multi platforms phones
Create, maintain and update incident cases on Clarify Record Management System
Identify and troubleshoot internet connectivity as well as voice issues using tools such as Telegence, Opus and Torch
Port numbers from Verizon, Sprint to AT&T network
2010-2015 Wipro Technology- Hospira Project, Atlanta Ga Provide support for major pharmaceutical factory support for Hospira Familiar with Avaya and Cisco phone systemCreate, maintain and update tickets using RemedyTicketing Management
Software and escalate these tickets to our offshore teamsPromote company values andparticipate in business meetings for future clients
Manage Forms and Requests in compliance with Hospira Requirements and FDA regulations to provide access to new hired employees Responsible for creation, asignment and closure of Tickets and requests acccording to Company Service Level Agreement
Visit periodically offshore factory in Costa Rica to update our co-workers on new regulations and procedures as well as presentations of new materials developed in our Atlanta office
Provide assistance and support to English-Spanish and Portuguese customers locally and our offices overseas
Successfully meet and exceed expectations on the Call Satisfaction Survey Diligently interact with Engineers from the local Telephone Company to restore service in case of an incident
Co-founder of the English Spanish and Portuguese Team and influential in the acquisition of the Hospira account for Wipro Technologies emphasizing the quality of our team and compliance with FDA regulations Provide First Call Resolution according to Hospira and Wipro Metrics standards
Daily use of Knowledge Base Library to resolve incidents in a timely fashion 2008-2010
Sprint Telecommunications, Atlanta, Ga
Bilingual Spanish-English Tier I create new accounts for our clients and provision their Blackberry Business phones, reset their passwords and fix connectivity issues through Blackberry Internet Services and Blackberry Enterprise Services
Successfully resolve incidents on daily basis on First Resolution Call as if necessary escalate issues to our Tier II
Setup and maintain fast internet services configuring and troubleshoot Sprint Business Solutions router through adsl technology
Tech support for Microsoft Windows Operating System specially their Internet Services and Desktop
2005-2008 Sita Airport Project Equant, Atlanta
Provide connectivity support for international Cisco Routers users in a 24/7 business environment
Use Nortel and Sita Tools to monitor network performance to airports all over the world Create, monitor and resolved tickets created according SLA and Escalation Matrix Education
1990-1994 --Master’ s Degree in Spanish Literature, Emory University, Decatur, Ga
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