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Hector
Tech Support Analyst with 8 years in customer service & technical support
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Competencies
Provided technical support, conflict resolution, and customer advocacy in high-volume environments.
Diagnosed and resolved network and platform-related issues involving LAN/WLAN, routers, and user account problems.
Applied advanced de-escalation techniques to transform high-tension interactions into productive dialogue.
Communicated technical concepts clearly in English and Spanish across live chat and written correspondence.
Utilized Salesforce, Zendesk, Microsoft Office, Slack, and Active Directory in support operations.
Education
Languages
Summary
Dedicated tech support specialist with 8 years of experience providing technical resolutions and customer advocacy across platform platforms like Brightspace and Verizon Fios. Skilled in conflict resolution, network troubleshooting, and effective communication in bilingual environments.
Key Achievements
- Served as a primary contact for platform users at BRIGHTSPACE, resolving complex technical and configuration issues.
- Recognized for excellence in conflict resolution and maintaining high satisfaction ratings at Verizon Fios.
- Performed remote network troubleshooting and user assistance, translating technical concepts into user-friendly language.
Experience
Tech Support Analyst
Serve as a primary point of contact for users navigating technical or configuration issues when using the platform., Utilize advanced de-escalation techniques to transform high-tension interactions into productive, calm dialogues., Manage a high volume of inquiries while maintaining a relaxed,...
Tech Support Representative
Recognized for excellence in conflict resolution, consistently receiving high satisfaction ratings for handling "difficult" or "at-risk" accounts., Simplified complex policies and procedures into easily digestible information for clients experiencing cognitive...
Tech Support Representative
Performed remote network troubleshooting for LAN/WLAN issues involving routers, access points, and switches., Assisted users with the installation and configuration of computer systems following pre-established guidelines., Translated complex technical concepts into user-friendly language for...