Summary
Overview
Work History
Education
Skills
Timeline
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PASO TX

EL Paso ,TX

Summary

ABNER GARCIA PROFESSIONAL SUMMARY Seasoned technical specialist with more than 17 years in customer service and technical troubleshooting. Technical Customer Service Specialist with the capacity to quickly learn and synthesize new networking technologies. Analyst with technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic environments.

Overview

23
23
years of professional experience

Work History

Genius

APPLE INC
EL PASO, TX
08.2014 - Current
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Run tests to determine root causes of failure, certified in repairs for all apple products.
  • Completed logs and reports according to established policies and procedures.
  • Assured all repairs were done by company policy and standards Assisted customers with questions in regard to Ipads,Iphones, Imacs and other Apple products and services., Managed call flow and responded to technical support representatives feedback Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Trained staff on operating procedures and company services.
  • Provided accurate, specific and timely performance feedback for CSRs.

Bilingual Technical Support Specialist

TIME WARNER CABLE
EL PASO, TX
11.2009 - 07.2014
  • Effectively managed a high volume of inbound and outbound customer calls Diagnosed and repaired hardware, software and system issues Conducted research to address customer concerns Activated accounts for clients interested in new services.

CUSTOMER SUPPORT SPECIALIST

VERIZON WIRELESS
EL PASO, TX
12.2006 - 10.2009
  • Met and exceeded company sales and productivity goals.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Answered 40 incoming calls from residential and small business customers per day Conducted research to address customer concerns.
  • Activated accounts for clients interested in new services.

QUALITY ASSURANCE

ECHOSTAR COMMUNICATIONS
EL PASO, TX
09.2002 - 11.2006
  • Ensure calls were conducted per company policy Enforced positive feedback to call center representatives Observed calls to ensure the best quality customer service.

Education

El Paso Community College
El Paso, TX

Skills

  • Software diagnosis
  • Technical issues analysis
  • Mac systems
  • Desktop support
  • Data recovery
  • Application support
  • Customer service expert
  • Technical documents comprehension
  • Flexible & Adaptable

Timeline

Genius

APPLE INC
08.2014 - Current

Bilingual Technical Support Specialist

TIME WARNER CABLE
11.2009 - 07.2014

CUSTOMER SUPPORT SPECIALIST

VERIZON WIRELESS
12.2006 - 10.2009

QUALITY ASSURANCE

ECHOSTAR COMMUNICATIONS
09.2002 - 11.2006

El Paso Community College

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