Brandon Montoya

As a proven customer support engineer with experience in the IT industry, I have provided comprehensive technical assistance to customers using Kaseya SaaS and on-prem VSA platforms. Using Zendesk, Zoom, Five9 phone service, and Microsoft Teams, I resolved numerous tickets in a fast-paced environment, while ensuring customer satisfaction and adherence to service level agreements. In addition, I effectively escalated complex issues to Lvl 2 and Lvl 3 engineers, and collaborated with our internal NOC team to resolve back-end server performance issues. My ability to prioritize tasks, manage time efficiently, and maintain a respectful and timely response to all customer inquiries has contributed to my success in this role.

• Consistently delivered a high level of professionalism and support to every customer, upholding the company's commitment to service.
• Demonstrated a proactive approach to problem-solving by taking ownership of issues and setting proper and realistic expectations to deliver prompt solutions.
• Provided basic support, bug fixes, and configuration assistance to customers through phone and email.
• Successfully solved 100 tickets and counting, demonstrating a proven track record of resolving customer issues effectively.
• Worked closely with software development team to report and resolve errors and bugs in newly released software, and assisted in the deployment of release fixes.
• Performed root cause analysis and general troubleshooting to resolve issues.
• Reviewed computer logs to help pinpoint issues on end points.
• Communicated clearly and effectively with customers and team members.
• Paid close attention to detail to ensure accurate and efficient resolution of customer issues.
• Contributed to the success of the team by maintaining a high level of productivity and professionalism.

Managed and resolved all aspects of customer technical issues and inquiries related to upgrades, exchanges or accounts. While Supporting a client base by troubleshooting technical issues and providing vital information on products and services that resulted in achieving monthly sales targets. Generated revenue of $100K -$125K every year by leveraging strong sales acumen. Graduated T-Mobile Career Advantage corporate management program and acquired managerial skills

• Maintained sound knowledge of company product suites.
• Performed in-store product demonstrations at assigned events.
• Upsold customers by recommending accessories and promotions to increase revenue

Collaborated with cellular providers, including Verizon, AT&T, and Sprint for multiple customer support
services. Resolved hardware and software issues, sold services and upgrade plans, and monitored data
transfers. Fostered robust client relationships by maintaining the highest standards of service. Streamlined
sales processes and suggested improvements that enhanced productivity and services. Leveraged
impactful presentation and negotiation skills to close business deals with clients.