Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Languages
Timeline
Generic

Claudia Mercado

Weslaco

Summary

Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality. Seasoned Technical Support Engineer versed in aiding customers with implementation of emerging technology. Expertise in mobile app development and cloud-based computing solutions. Over [Number] years in software support in global environment. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

16
16
years of professional experience

Work History

Technical Support Engineer

Best Buy
10.2021 - 01.2023
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Performed root cause analysis of reported issues to enact corrections.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Maintained response times to support business continuity.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Designed tailored engineering solutions for customers based upon key requirements.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Communicated with stakeholders to share critical technical information and deliver project updates.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Researched new tactics to better hone responses and shorten remediation times.
  • Contributed to whitepapers, blogs and videos for marketing, sales and training.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Driver's Assistant

UPS Freight
05.2017 - 08.2020
  • Displayed very good communication and customer service skills.
  • Assisted driver with product or package deliveries to residential and commercial locations.
  • Followed workplace and on-truck safety guidelines and regulations to prevent accidents and mishaps.
  • Lifted and carried packages weighing up to [Number] pounds.
  • Exhibited good attendance, work habits, and willingness to learn job functions.
  • Secured products on truck with use of straps, load bars, and bulkhead attachment points.
  • Arranged packages on truck to achieve best use of storage space and to minimize damage.
  • Completed required product or package delivery documentation.
  • Loaded products or packages onto trucks and organized items according to preset sorting procedures.
  • Placed cold-sensitive products in appropriate truck storage locations and quickly transported items to customers' cold storage facility.
  • Assisted drivers with loading and unloading packages onto delivery trucks to maintain deadlines.
  • Prevented damage to packages and products by correctly securing loads.

Security Site Supervisor

Excell
03.2009 - 04.2016
  • Oversaw team of security officers and managed scheduling and performance evaluations.
  • Recorded incident reports with detailed accounts of occurrences.
  • Wrote and submitted daily reports on security team operations.
  • Provided guidance to security staff on appropriate courses of action for diverse situations.
  • Managed team schedules to provide effective security coverage for building needs.
  • Advised security team and conducted investigations of significant threats and loss or misappropriation of assets.
  • Developed improved training methods with focus on public safety and officer awareness.
  • Analyzed and investigated incidents alongside functional management and security supervisors.
  • Removed unauthorized persons from facility grounds.
  • Prepared and submitted reports to keep management informed of security activities and developments.
  • Conducted regular patrols of facility to detect and deter security threats.
  • Coordinated with security personnel or other departments to establish safety of visitors and staff.
  • Monitored alarm systems and CCTV footage to enable prompt attention and response.
  • Developed and implemented strategies to prevent and respond to security incidents.

Customer Service Representative

Teleperformance
01.2007 - 04.2009
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Education

Bachelor of Science - Regester Nurse

South Texas College
Mcallen, TX
05.2026

Skills

  • Technical Troubleshooting
  • Software Updates
  • Project Management
  • Hardware Upgrades
  • Issue Research
  • Computer Security
  • Performance Optimization
  • Process Improvement
  • System Configuration Changing
  • Teamwork and Collaboration
  • Debugging
  • Critical Thinking
  • Problem-Solving
  • Technical Documentation
  • System Troubleshooting
  • Network Operational Enhancements
  • Software Debugging
  • Application Installations
  • Firewall Installation
  • Scenario Manual Design
  • Customer Success Management
  • Technical Fault Tracking
  • Call Documentation
  • Training Material Development
  • Customer Relationship Management
  • Data Analysis
  • Mobile Device Repair
  • Internal Policy Compliance
  • Attention to Detail
  • Issue Escalation
  • Computer Coding
  • Requirements Gathering
  • Remote Diagnostics
  • Access Issue Resolution
  • Personnel Training
  • Customer Service
  • Windows Servers
  • Bug Tracking
  • Complaint Management
  • Network Engineering
  • Technical Solutions Development
  • Backup and Recovery
  • Software Installation
  • Application Support
  • Training and Mentoring
  • Server Maintenance

Accomplishments

  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Society of Human Resource Management
  • Toastmasters
  • National Association of Social Workers
  • Society of Women Engineers

Languages

Spanish
Full Professional

Timeline

Technical Support Engineer

Best Buy
10.2021 - 01.2023

Driver's Assistant

UPS Freight
05.2017 - 08.2020

Security Site Supervisor

Excell
03.2009 - 04.2016

Customer Service Representative

Teleperformance
01.2007 - 04.2009

Bachelor of Science - Regester Nurse

South Texas College

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Claudia Mercado