Emmanuel Nanez
Weslaco,TX
Summary
Technical Support Representative experienced in diagnosing and resolving complex wireless and mobile device issues. Achieved high customer satisfaction ratings through effective guidance in technical solutions and enhanced product understanding. Focused on delivering exceptional customer service and ensuring successful issue resolution.
Overview
3
3
years of post-secondary education
17
17
years of professional experience
Work History
Technical Support Representative
T-Mobile
Mission, Texas
06.2024 - Current
- Provided expert technical support to customers via phone and chat.
- Provided technical assistance to customers through phone, email and chat support.
- Diagnosed and resolved hardware and software issues efficiently.
- Assisted customers with device setup and troubleshooting procedures.
- Educated customers on T-Mobile services and product features.
- Resolved escalated customer service issues in a timely manner.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Supported customers with online billing, access, and account issues.
- Documented customer interactions in the support ticketing system.
- Collaborated with team members to improve service delivery processes.
- Escalated complex issues to specialized teams for further assistance.
- Maintained up-to-date knowledge of T-Mobile products and services.
Pipefitter/helper
Greenberry Industrial Inc.
Jennings, Louisiana
04.2022 - 05.2024
- Performed pipefitting work including measurement, cutting, and fitting of pipe systems to specification
- Assisted skilled pipefitters in installing and repairing piping systems.
- Prepared work areas by cleaning and organizing tools and materials.
- Followed safety protocols to maintain a secure work environment.
Technical Support Representative
T-Mobile
Mission, Texas
01.2010 - 03.2022
- Provide technical support to customers over the phone regarding wireless service, mobile devices, and network connectivity.
- Troubleshot signal issues, dropped calls, poor coverage, mobile data connectivity problems, and messaging concerns to restore service functionality.
- Diagnose and resolve smartphone freezing, crashing, software, and performance issues on Android and iOS devices.
- Assist customers with Wi-Fi connectivity, Wi-Fi Calling, hotspot functionality, and home internet-related concerns.
- Investigated service outages and network-related issues, providing effective troubleshooting and resolution steps to minimize downtime.
- Handled escalated customer concerns, facilitating satisfactory resolutions and enhancing customer satisfaction.
- Collaborate with advanced technical support teams and network specialists when additional assistance is required.
Education
High School Diploma -
Weslaco High School
Weslaco, Texas 08.2004 - 01.2008
Skills
- Technical support
- Remote support
- Android & iPhone Support
- Wi-Fi support
- Network support
- Escalation management
- Mobile Device Configuration
- Coverage analysis
- Technical troubleshooting
- Customer Service
- Problem Solving
- Team collaboration
- Conflict resolution
- Detail-oriented
- Safety compliance
- Safety adherence
- Equipment maintenance
- Piping system repair
- Pipe installation
- Pressure testing procedures
- Leak detection methods
- Project installations
- Bluetooth & Device Pairing
- Blueprint reading
- Problem solving
- Project installations
Additional Qualifications
- OSHA-10 CERTIFIED
- TWIC Card
- 16+ years of telecommunications and technical support experience.
- Extensive experience supporting wireless devices, network services, and customer connectivity solutions.
- Strong verbal communication and customer relationship skills.
Timeline
Technical Support Representative
T-Mobile
06.2024 - Current
Pipefitter/helper
Greenberry Industrial Inc.
04.2022 - 05.2024
Technical Support Representative
T-Mobile
01.2010 - 03.2022
High School Diploma -
Weslaco High School
08.2004 - 01.2008