Technical Support Customer Service

Mark Gloria

**** ********** ***

San Antonio, TX 78250

210-***-**** cell

Objective: To acquire a position where my customer service, dispatching, routing of technicians executive administrative, and technical support skills will afford me a permanent long term position with a company that I can grow with in the future of my career. Employment:

Climate Control

10211 Sommers Dr.

San Antonio, TX 78217

Supervisor: Michelle

March 2018 to September 16, 2019

Duties:Answer main phone lines to route calls to the correct departments of service, sales & new installs. Route technicians on daily routes in San Antonio & surrounding areas. (Willing to discuss all responsibilities in detail).

Time Warner Cable / Spectrum

1900 Blue Crest Lane

San Antonio, TX 78237

Supervisor: Miguel Juarez

March 2000 to June 1, 2017

Duties:I started out with this company in the Communications Department as a dispatcher which included working with the technicians in troubleshooting service calls and assisting with installing new customers or upgrading their accounts. I also spoke to customers over the phone daily with appointments and other issues or services that the company offered. I then moved to the Quota Routing Department where I am responsible for maintaining staff calendars for the South Texas and Central Texas markets. I coordinate vacations, contractor staffing, training and other events that affect the quota for the technician’s availability on a daily basis. I update Excel spreadsheets through the use of formulas and update links for accurate calculations of current staffing by time frames and accordance to schedules. Our department is responsible for routing installation work to both in house techs and contractors to minimize driving time, maximize on time guarantee and productivity given in guidelines by management.

Skills: *Arris Software *Sagequest Software *CSG Software *Pointview Program *Scheduleview Programs *WFM3 *Networking and computer skills, including experience and knowledge of Windows, Microsoft Word, Microsoft Office Suite, Excel & PowerPoint. *Typing approximately 45-50 wpm

*Exceptional Work ethic (dependable, timely and hardworking) Education:

Memorial High School (graduate) 1975-1979 SAC 1991-1993 Basic College courses, early child development.

References: Available Upon Request

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