Diego Ibarra
El Paso,Tx
Summary
Dynamic Tier 2 Tech Support professional at Fivestars by Sumup, skilled in Windows troubleshooting and Salesforce documentation. Proven ability to lead teams and enhance customer satisfaction through effective conflict resolution and software configuration. Recognized for delivering exceptional service and driving operational excellence in high-pressure environments. Highly-motivated 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.
Overview
16
16
years of professional experience
Work History
Tier 2 Tech Support
FIVESTARS BY SUMUP
El Paso, USA
10.2018 - 03.2025
- Provide exceptional customer service at all times, internal and external clients.
- Implementations; Administered the installation by ensuring the correct configuration of the Software and account settings
- Enterprise Support.
- In-depth Windows-based troubleshooting, POS integrations.
- Ensure all requests and tasks are properly documented and tracked within Salesforce.
- Respond positively under pressure, and multitask to resolve conflict.
- Assistance provided to Tier 1, internal teams and merchants by email and phone or through our internal
communication platform (Slack).
Customer Service
GC SERVICES
Texas, USA
07.2016 - 10.2018
- Customer Support; Inbound calls must be able to listen thoughtfully and determine the reason for the customer's call. This includes
taking an order, resolving a problem with an existing order, and answering questions about products or services. - Subject Matter Expert.
- New Accounts Specialist.
- Created detailed reports on customer service metrics.
Repair Management
DIALAMERICA
Texas, USA
07.2015 - 02.2016
- Customer Support
- Tech Assistance
- Appointment Tech
Team Lead/Floor Support
ALORICA INC.
Texas, USA
04.2009 - 03.2012
- Customer Support; Provide exceptional customer service at all times, internal and external clients.
- Subject Matter Expert
- Trainer for other team members and new employees.
- Team Leader.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Motivated staff through positive reinforcement techniques.
- Provided support to junior staff during peak periods of workloads.
- Collaborated with other departments to ensure alignment of goals across teams.
Education
Information Technology in Applied Science - Associate Degree
Vista College
02.2018
Skills
- Hardware
- Windows troubleshooting
- POS integration
- Salesforce documentation
- Report generation
- Software configuration
- Troubleshooting
- Software
- Email Software
- Word processing software
- Customer service
- Team leadership
- Data analysis
- Conflict resolution
Timeline
Tier 2 Tech Support
FIVESTARS BY SUMUP
10.2018 - 03.2025
Customer Service
GC SERVICES
07.2016 - 10.2018
Repair Management
DIALAMERICA
07.2015 - 02.2016
Team Lead/Floor Support
ALORICA INC.
04.2009 - 03.2012
Information Technology in Applied Science - Associate Degree
Vista College
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