Herman Gomez
Hollywood,FL
Summary
Qualified Advanced Technical Support Specialist with 5 years of helpdesk and customer service experience. Provides comprehensive technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
7
7
years of professional experience
Work History
Technical Support Specialist
Alorica
Miami, FL
04.2018 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Technical Support Representative
LHSIP Networks Inc
Hollywood, FL
03.2015 - 03.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Education
High School Diploma -
Felix Varela Senior High School
Miami, FL05.2014
Skills
- Microsoft Windows and Office
- Issue and Resolution Tracking
- System Provisioning
- Software Evaluation
- Help Desk Support
- Application Installation
- Technical Instruction
- Microsoft Certification
- Organizational Skills
- Hardware and Software Repair
- Troubleshooting and Diagnosing
- Resolving Problems and Incidents
- Performance Optimization
- Leading Software Development Teams
- Bug Fixes
- Friendly and Patient
- Employee Computer Support
- Digital Photography
- Creative Issue Resolution
- Norton Ghost
- Debugging
- EPA Background Clearance
- Computer System Diagnostics Software
- Software Patches
- Device Installation
- Hardware Replacement
- Computer Configurations
- Computer Hardware Knowledge
- Software Release and Rollout
- Onsite Installations
- Setup and Installation
- Voice and Data Service Migration
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Technical Support Specialist
Alorica
04.2018 - Current
Technical Support Representative
LHSIP Networks Inc
03.2015 - 03.2018
High School Diploma -
Felix Varela Senior High School
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