Andres Blanco R
Coral Springs,FL
Summary
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert [Software] and [Software] user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
19
19
years of professional experience
Work History
Technical Specialist
TAG: The Answer Grup
01.2011 - 12.2016
- Trained users on desktops, laptops and mobile devices.
- Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
- Oversaw pre-deployment IT testing of new systems prior to migration planning.
- Documented risk management issues and outlined mitigation actions.
Technical Support Representative
Comcast, Xfinity
01.2005 - 11.2010
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Established credibility as a trusted resource within the organization due to a strong commitment to quality and consistency.
- Provided after-hours support on a rotating basis, demonstrating flexibility and dedication to customer service excellence.
- Reduced call times by using efficient troubleshooting techniques and providing clear instructions to customers.
- Contributed to an increase in positive customer reviews by consistently delivering exceptional service and support.
- Collaborated with team members to ensure consistent, high-quality support for all callers.
- Participated in continuous training programs to stay current with the latest industry trends and technological advancements affecting our customers'' needs.
- Utilized remote access tools when necessary to diagnose problems quickly, minimizing downtime for clients'' systems.
- Developed expertise in various software applications and hardware devices to address diverse customer needs effectively.
- Consistently met or exceeded performance metrics, contributing positively to overall department results.
- Assisted with the training of new hires, sharing best practices and valuable insights into company products and services.
- Diagnosed and troubleshot hardware, software and network issues.
Technical Support Representative
FDOT: Florida Sun Pass
01.2001 - 12.2004
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Established credibility as a trusted resource within the organization due to a strong commitment to quality and consistency.
- Proactively identified trends in customer issues, enabling faster resolution times and improved overall performance.
- Balanced multiple priorities simultaneously while providing effective technical assistance over the phone or via chat support channels.
- Achieved high levels of customer retention by building strong relationships through excellent communication skills and empathy.
- Reduced call times by using efficient troubleshooting techniques and providing clear instructions to customers.
- Contributed to an increase in positive customer reviews by consistently delivering exceptional service and support.
- Participated in continuous training programs to stay current with the latest industry trends and technological advancements affecting our customers'' needs.
Customer Service Representative
Convergys
01.1998 - 12.2000
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Processed customer service orders promptly to increase customer satisfaction.
Education
Bachelor of Science - Econometrics And Quantitative Economics
11.1996
Skills
- Bilingual in Spanish and English
Languages
Spanish
Full Professional
Timeline
Technical Specialist - TAG: The Answer Grup
01.2011 - 12.2016
Technical Support Representative - Comcast, Xfinity
01.2005 - 11.2010
Technical Support Representative - FDOT: Florida Sun Pass
01.2001 - 12.2004
Customer Service Representative - Convergys
01.1998 - 12.2000
National University Of Colombia - Bachelor of Science, Econometrics And Quantitative Economics