David Ponte
Brandon,FL
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
Chadwell Supply
Riverview, FL
08.2023 - Current
- Maintained user accounts in Active Directory and Exchange Server environments.
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Provided technical support to users via telephone or remote access.
- Acted as single point of contact for customers during technical faults and security-related events.
- Answered user inquiries to resolve computer software or hardware operation problems.
Customer Service Representative
Chadwell Supply
Riverview, FL
01.2023 - 08.2023
- Developed positive relationships with customers through friendly interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Supported sales team members to drive growth and development.
Settlement Specialist
Epiq Global
Temple Terrace, FL
08.2022 - 12.2022
- Resolved escalated issues from customers in a timely manner.
- Managed a high volume of incoming calls while providing excellent customer service.
- Maintained and updated records of all settlements and related activities.
- Gathered proper documentation and data to prepare claims for submission.
Member Support Representative
ID.me
Town And Country, FL
06.2021 - 07.2022
- Managed customer accounts by providing assistance with enrollment, authentication, identity verification.
- Verified identity of customers using appropriate documentation before processing any transaction.
- Assisted in the verification of birth certificates, driver's licenses, passports, social security cards and other forms of identification.
Assistant Manager
Batteries Plus Bulbs
Brandon, FL
01.2019 - 06.2021
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Maintained up-to-date knowledge of company products and services.
- Established processes for monitoring customer satisfaction levels.
- Collaborated with management on developing strategic plans for achieving business goals.
- Provided technical support to customers regarding their special electronic device repairs.
- Created detailed repair documentation for each completed job assignment.
- Reviewed electrical drawings and schematics to accurately complete work.
- Performed maintenance and installation of batteries for a variety of equipment.
- Conducted comprehensive testing on new batteries prior to sale or installation.
- Troubleshot electrical systems in order to identify root cause of battery failure.
Education
High School Diploma -
Riverview High School
Riverview, FL06-2016
Skills
- Technical Troubleshooting
- Help Desk Support
- Software Debugging
- Customer Relations
- De-Escalation Techniques
- Hardware Installation
- Analytical Thinking
- Order Fulfillment
- Equipment Operation
- Sales monitoring
Languages
Spanish
Native/ Bilingual
Timeline
Technical Support Specialist
Chadwell Supply
08.2023 - Current
Customer Service Representative
Chadwell Supply
01.2023 - 08.2023
Settlement Specialist
Epiq Global
08.2022 - 12.2022
Member Support Representative
ID.me
06.2021 - 07.2022
Assistant Manager
Batteries Plus Bulbs
01.2019 - 06.2021
High School Diploma -
Riverview High School