Carlos Caceda
Bloomfield,NJ
Summary
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
9
9
years of professional experience
Work History
Level 2 Technical Help desk Representative
Reachout IT
Whippany, NJ
11.2019 - 05.2023
- Provided level 2 IT support to non-technical personnel.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed call flow and responded to technical support needs of customers.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with customers at all times.
- Identified and solved technical issues with a variety of diagnostic tools.
- Created cases and Followed up with clients to ensure optimal customer satisfaction
- Conducted research to address customer concerns.
- Remained up-to-date on the latest technologies and solutions applicable to company products.
- Provided coaching and consultation to level 1 agents and new hires.
- Assumed quality assurance duties including training on soft skills to ensure team professionalism and information accuracy.
- Lead emergency call floor operations for multiple clients including Scholastic, Samsung, New York Times.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
Level 1 Technical Support Engineer
Unicom Solutions
Mountainside, NJ
03.2017 - 11.2019
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained response times to support business continuity.
- Gathered trend data from customer calls and interactions.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Served as primary point of contact for technical support
Boss Revolution Technical Support
IDT- BOSS Revolution
Newark, NJ
06.2014 - 03.2017
- Managed a group of offsite technicians
- Created and maintained images of all hardware relating to Boss Revolution
- Provide technical assistance and support to questions regarding the
- Boss Revolution Portal
- Maintained a database of computer equipment provided to clients
- Diagnosed and troubleshot basic technical issues
Education
High School Diploma -
Bloomfield High School
Bloomfield, NJ06.2004
Skills
- Setting up / Maintaining users in Azure AD
- Creating / Maintaining users in Office365
- Skilled multi-tasker
- Knowledgeable in Mac systems
- Spreadsheet Application and Design
- Quality Assurance
- Technical Troubleshooting
- Fast learner
- Remote Application Support
- Analytical and critical thinker
- Coaching and Consultation
- Application Beta testing
- Written and verbal communication skills
- Operating System management
- Windows 10 and 11
- Configuring hardware upgrades for environment
- MS Office Proficiency
Additional Information
- Activities: Spending time with my family
- Languages - Fluent in both English and Spanish
Timeline
Level 2 Technical Help desk Representative
Reachout IT
11.2019 - 05.2023
Level 1 Technical Support Engineer
Unicom Solutions
03.2017 - 11.2019
Boss Revolution Technical Support
IDT- BOSS Revolution
06.2014 - 03.2017
High School Diploma -
Bloomfield High School