David Gonce
Virginia Beach,VA
Summary
Hardworking Technical Specialist leveraging training and problem-solving abilities to contribute technical knowledge to company and employee success. Proficient in updating software and devices to maintain current software and hardware for optimum productivity.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
13
13
years of professional experience
Work History
Network Technical Specialist
AT&T
Norfolk, Virginia
11.2016 - Current
- Assisted in the installation, testing and maintenance of hardware and software systems.
- Provided technical assistance to clients by troubleshooting system problems.
- Developed detailed documentation for network infrastructure.
- Performed regular maintenance on servers and other networking equipment.
- Maintained inventory records of all installed hardware components within the organization's network environment.
- Troubleshot malfunctions and diagnosed issues for equipment and components.
- Worked alongside production teams to coordinate smooth transitions and resolve quality issues.
Satellite Installation Technician
Mastec advance technology
Miami, Florida
03.2015 - 11.2016
- Installed and aligned satellite dishes to receive optimal signal strength.
- Tested system performance for accuracy and reliability.
- Performed quality assurance checks on all completed installations.
- Programmed receiver boxes according to customer specifications.
- Maintained accurate records of all services rendered and materials used during installations.
- Repaired faulty wiring connections or damaged cables due to weather conditions.
- Conducted site surveys to determine the best location for satellite dish placement.
- Set up receivers, amplifiers, switches, modulators, antennas., as required by the job order.
- Configured remote control devices such as universal remotes or IR blasters.
- Updated knowledge of industry standards related to satellite technology advancements.
- Installed in-home devices, programmed settings, and trained customers on basic use.
- Communicated with customers to explain installation process and ideal satellite dish placement.
- Managed fast-paced daily workload of appointments at residential and business locations.
- Logged service calls and closed work orders by recording issues resolved and services provided.
- Demonstrated equipment to customers and explained use, responding to inquiries or complaints.
- Installed, set up and repaired devices and system components.
- Tested repaired, newly installed or updated equipment to drive proper function and conformance to specifications.
Customer Service Representative
AutoZone
Miami, Florida
09.2013 - 03.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Supported sales team members to drive growth and development.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Mentored junior team members and managed employee relationships.
- Took special orders in person and over telephone, generating additional revenue every month.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
Sales Representative
DUTY FREE AMERICAS, Miami International Airport
Miami, Florida
03.2012 - 07.2013
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Generated new sales leads through cold calling and networking activities.
- Conducted market research to identify potential customers and their needs.
- Maintained accurate records of all sales and prospecting activities.
- Managed inventory levels by ordering sufficient stock for each account.
- Developed key customer relationships to increase sales.
- Conducted market research to identify selling possibilities and evaluated customer needs actively.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Education
High School Diploma -
Josue País Garcia
Santiago De Cuba 09-2003
Skills
- Hardware and software updates
- Technical support knowledge
- User training skills
- Hardware Configuration
- IT service management
- Technical support background
- Telecommunications
Timeline
Network Technical Specialist
AT&T
11.2016 - Current
Satellite Installation Technician
Mastec advance technology
03.2015 - 11.2016
Customer Service Representative
AutoZone
09.2013 - 03.2015
Sales Representative
DUTY FREE AMERICAS, Miami International Airport
03.2012 - 07.2013
High School Diploma -
Josue País Garcia