Daniel Vespia
Customer Service/Technical Support
Hotchkiss,CO
Summary
Talented Technical Support Representative with gift for understanding needs of both business and the end users. Adept at identifying customer concerns and problem solving to a solution. Works independently, with proven record of resolving issues quickly on first call.
Overview
20
20
years of professional experience
Work History
IT Technical Support Specialist
Volunteers Of America - National Services
05.2013 - Current
- Assist customers in identifying issues and explain solutions to restore service and functionality.
- Resolve a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborate with supervisors and team members to escalate customer inquiries or technical issues.
- Use ticketing system to manage and process support actions and requests.
- Resolve system, hardware and telephone issues, improving efficiency for end users.
IT Helpdesk - Tier 1 Support
Siwell Consulting
05.2006 - 05.2011
- Contracted to work at the Verizon National Support Center in Tampa, FL
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
Store Manager
Rent-A-Center
05.1998 - 05.2004
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Developed and implemented training programs, putting all employees on a management track.
- Managed inventory control, P&L Analysis, cash control and store opening and closing procedures,
- Managed various stores in both FL & IN. Trained staff in newly acquired take-overs.
Education
A+, Net+, Security+, MCSA, CCNA
LaSalle Computer Learning Center
Tampa, FLGeneral Education
Community College of Rhode Island
Warwick, RISkills
- Customer Service Expertise
- Project Management
- Customer Support Needs Assessment
- Client and Staff Training
- Equipment / Cost Assessment
- MS Office Proficiency
Hobbies
Hiking, Camping, SCUBA diving, Travel and Financial Investing
Timeline
IT Technical Support Specialist
Volunteers Of America - National Services
05.2013 - Current
IT Helpdesk - Tier 1 Support
Siwell Consulting
05.2006 - 05.2011
Store Manager
Rent-A-Center
05.1998 - 05.2004
A+, Net+, Security+, MCSA, CCNA
LaSalle Computer Learning Center
General Education
Community College of Rhode Island
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