Cloud Computing
C. PARIS GONSALVES
Professional Technical Support
Reseda,CA
Summary
Articulate Technical Support Specialist with 5-year record of finding effective solutions to technical issues through troubleshooting and issue analysis. Proudly certified in computer networking and IT Support. Promotes dynamic skills in calculated thinking and communication.
Overview
1
1
Certification
1
1
year of post-secondary education
16
16
years of professional experience
Work History
Advance Technical Support
Spectrum Cable Corp.
Van Nuys, CA
10.2017 - Current
- Provide HFC (Hybrid Fiber-coaxial) network surveillance.
- Cancel unnecessary appointments through finding common trends, saving the company over 2000$ a month.
- Analyze and documenting trends across the network to create node level Remedy tickets and escalate issues as necessary.
- Coordinate triage calls from different segments and departments to network engineers.
- Troubleshoot complex hardware and software issues through hands-on testing to validate for escalation.
- Create technical walkthroughs to train colleagues and other departments on new procedures and software.
- Design Sharepoint master page and page layouts, serving as company's main Sharepoint support for all technical complications.
- Help streamline repair processes and update procedures for support action consistency.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Dispatch III
Spectum Cable
Van Nuys, CA
08.2017 - Current
- Maintained responsibilities held under Dispatch II.
- Routed between multi area teams spanning over 75 technicians.
- Trained 5 new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction by 20%.
Dispatch II
Spectrum Cable Corp.
Van Nuys
05.2017 - Current
- Maintained responsibilities held under Dispatch I.
- Evaluated and adjusted over 20 routes based on daily needs, available workers, traffic hazards and weather conditions.
- Kept detailed track of all available field personnel and all in-progress and completed calls.
- Responded to over 50 daily caller requests with information about work orders, technical support and timeframes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Identified and tracked defects with new routing system and supported developers in resolving problems by completing additional tests.
- Gathered data on new routing system integration issues and vulnerabilities and reported all findings, including improvement recommendations.
Dispatch I
Spectrum Cable Corp.
Van Nuys, CA
01.2016 - Current
- Multi-tasking between tools to provided first response technical support for technicians onsite and.
- Correction of customer orders while maintaining confidentially of customer sensitive information.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained updated and detailed records of calls in physical and electronic database.
- Responded to over 50 daily caller requests with information about assistance and timeframes.
Technician IV
Time Warner Cable
New York, NY
08.2014 - 08.2015
- Manage and resolve onsite customer issues.
- Facilitate excellent interpersonal skills to cultivate profitable and longstanding customer relations.
- Recommend immediate solutions tailored to clients’ needs and followed up with preventative measures.
- Performed troubleshooting of systems with techniques such as speed and ping tests.
- Completed new connects, reconnects, disconnects and service changes for residential customers.
- Tested cables using tools such as volt-OHM meters, spectrum analyzers and signal level meters.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, and VoIP applications.
Education
No Degree - Computer Networking
Brand College
Glendale, CA 01.2019 - 07.2019
No Degree - Information Technology And Computer Networkinh
PER SCHOLAS INSTITUTE OF TECHNOLOGY
New York, NY 01.2014 - 06.2014
Skills
Technical Support Triage
Customer service expert
Technical issues analysis
Support Ticket System Management
Fast Learner
Microsoft Office
Remote System Analysis
Strategic Thinking
Certification
CCNA – February 2023
Interests
Network Security
Cinematography
Travel
RPG and Open World Gaming
Timeline
No Degree - Computer Networking
Brand College
01.2019 - 07.2019
Advance Technical Support
Spectrum Cable Corp.
10.2017 - Current
Dispatch III
Spectum Cable
08.2017 - Current
Dispatch II
Spectrum Cable Corp.
05.2017 - Current
Dispatch I
Spectrum Cable Corp.
01.2016 - Current
Technician IV
Time Warner Cable
08.2014 - 08.2015
No Degree - Information Technology And Computer Networkinh
PER SCHOLAS INSTITUTE OF TECHNOLOGY
01.2014 - 06.2014