Edgar Banuelos
PACOIMA,CA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Technical Support Lead
Jumpstart Games
11.2006 - 05.2023
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Partnered closely with sales teams in order to provide pre-sales technical advice and post-sales follow-up that resulted in increased revenue generation.
- Managed a diverse team of technical support specialists, providing guidance and mentorship to enhance professional growth.
- Streamlined workflow for the technical support team, optimizing productivity and performance.
- Established strong relationships with clients through excellent communication skills and timely issue resolution.
- Served as an escalation point for high-visibility, mission-critical incidents, coordinating resources and managing communication with stakeholders to ensure timely resolution.
- Facilitated cross-departmental communication, fostering a collaborative environment to solve complex problems.
Education
Bachelor of Arts - Electronic Media Managament
CSUN
Northridge, CA04.2006
Skills
- Remote Support
- Hardware knowledge
- Software Knowledge
- Incident Management
- Escalation management
- Customer communications
- Customer Support
- Training and mentoring
- Technical Troubleshooting
- Operations Management
- Managing service level agreements
- Quality control guidelines
- Policy Development
- Customer de-escalation
- Process oversight
- Process Design
- Customer Service
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Friendly and Patient
- Customer service expert
- Support Services
- Customer Needs Assessment
- User Support
Languages
Spanish
Limited Working
Timeline
Technical Support Lead
Jumpstart Games
11.2006 - 05.2023
Bachelor of Arts - Electronic Media Managament
CSUN
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