Eric Contreras
Bilingual Online Support Specialist
Cumby,TX
Summary
Technical Support and Customer Support Specialist Specialist with 11+ years of customer-facing experience in customer support roles, assisting users and resolving a wide range of issues across products and services. Strong background in troubleshooting, root cause analysis, and translating customer feedback into actionable insights to improve usability and system performance. Experienced in collaborating with cross-functional teams to address technical challenges and enhance customer experience. Recognized for clear communication, problem-solving, and a consistent commitment to delivering high-quality service while building strong relationships with customers and stakeholders.
Overview
11
11
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Online Support Specialist- Bilingual
EG4 Electronics
Sulphur Springs, Texas
04.2024 - Current
- Providing and delivering timely and accurate technical support for firmware and hardware issues in solar systems, resulting in positive feedback and reviews for the company .
- Maintaining detailed and accurate records of customer interactions, inquiries, troubleshooting steps, and resolutions in ticketing system, improving efficiency and enabling faster issue resolution, which contributed to enhanced company performance.
- Conducting root-cause analyses of recurring issues and devised effective strategies to prevent future occurrences, minimizing downtime for customers.
- Collaborating with Research and Development team and other departments to address emerging issues and develop innovative solutions for future challenges.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed and updated support forums with current information and resources, helping reduce inbound customer calls and emails by improving self-service access to solutions.
Technical Support Advisor
Kelly Services, Apple
Cumby, Texas
09.2023 - 04.2024
- Assisted users in troubleshooting Apple passwords, accounts, and apps, providing patient, kind, and understanding support. Leading to improved customer satisfaction and positive reviews for Apple.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection. Ensuring confidentiality and security of customer information to prevent unauthorized access and data breaches.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
- Effectively handled more than 50 of incoming calls on daily basis with proficiency and accurately capturing and recording pertinent details while seamlessly multitasking between attentive customer engagement and data entry.
Maintenance Manager
Hopper Mechanical
Dallas , Texas
05.2015 - 09.2023
- Managed staff of 8, created work schedules, distributed assignments, and supervised day-to-day operations.
- Efficiently managed and resolved tickets in my role by utilizing ticketing system, ensuring timely responses and effective problem resolution.
- Maintained accurate records of maintenance activities, including work orders and inspection reports.
- Responded effectively to emergency situations involving facilities or infrastructure issues by coordinating appropriate resources quickly and efficiently.
- Monitored inventory and ordered supplies while adhering to maintenance budget restrictions.
General Manager of Food Service
Martinez Grill & Taqueria
Lewisville, Texas
06.2019 - 10.2022
- Oversaw all aspects of daily restaurant operations, ensuring adherence to quality standards, health and safety regulations, and company policies
- Maintained open lines of communication between front-of-house and back-of-house staff, ensuring seamless coordination for optimal service delivery.
- Cultivated inclusive workplace culture that encouraged teamwork, promoted diversity, and supported professional growth opportunities for all employees.
- Drove revenue growth by identifying untapped market segments and developing targeted promotions to attract new clientele.
- Optimized scheduling practices for efficient staffing levels during peak hours, reducing labor costs without sacrificing service quality.
Education
Network Support Certificate - Network And System Administration
Dallas College
Dallas, TX03-2025
IT Support Professional Certificate - Information Technology
Google
Online10-2023
Theology Diploma - Theology
Rhema
Garland, TX04-2015
High School Diploma -
North Garland High School
Garland, TX05.2010
Skills
- Effective multitasking
- Strong focus on accuracy
- Stakeholder engagement
- Effective stakeholder communication
- Adaptability in dynamic environments
- Technical hardware support
- Timeline management
- Collaborative teamwork
- Troubleshooting and QA
- Effective organization
- Documentation management
- Creative problem resolution
- Root-cause analysis
- Data-driven insights
- Product evaluation insights
Certification
NABCEP PVA
Timeline
NABCEP PVSI
10-2024
Online Support Specialist- Bilingual
EG4 Electronics
04.2024 - Current
Technical Support Advisor
Kelly Services, Apple
09.2023 - 04.2024
General Manager of Food Service
Martinez Grill & Taqueria
06.2019 - 10.2022
Maintenance Manager
Hopper Mechanical
05.2015 - 09.2023
IT Support Professional Certificate - Information Technology
Google
Network Support Certificate - Network And System Administration
Dallas College
Theology Diploma - Theology
Rhema
High School Diploma -
North Garland High School