Eric Rivera
Port Richey,FL
Summary
Qualified Technical Support Specialist with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on multiple vender environments. Proven skill in resolving problems quickly on first call.
Overview
6
6
years of professional experience
Work History
Pro Manage Technical Support Specialist
Dell Technologies
Oklahoma City, OK
08.2020 - Current
- Managed multiple Technical service desk Contracts simultaneously
- Assisted with generating technical knowledge for Knowledge Base Articles for multiple Contracts
- Support New and existing Service Desk contracts
- Aided customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Manage caseloads from10-40 per day
Technical Support Specialist
Dell Technologies - Convergies OSP
Oklahoma City, OK
09.2016 - 08.2020
- Responded to support requests from end users and patiently performed remote troubleshooting through diagnostic techniques and pertinent questions
- Serve as first point of contact for customers seeking technical assistance
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Determine best solution based on issue and details provided by customers
- Direct unresolved issues to next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Manage caseloads from10-40 per day
IT Internship
Webber International University
01.2015 - 05.2015
- Analyzed problems, identified solutions and made technical decisions.
- Provide networking/desktop support and perform account maintenance tasks
- Troubleshooting and answering IT questions
- Support PC components, desktop operating system software, and application
- Perform minor repairs to equipment and arrange for other servicing needs
- Interacted with customers by phone, email or in-person
Education
Bachelor of Science - Computer And Information Systems
Webber International University
Babson Park, FL12.2015
Skills
- Learning on the go
- Adaptable
- Coachable
- Leadership
- Business Process improvements
- Contract management
- Conflict management and resolution
- Issue and Resolution logging and Tracking
- Troubleshooting and Diagnosing
- Remote Technical Assistance
Timeline
Pro Manage Technical Support Specialist
Dell Technologies
08.2020 - Current
Technical Support Specialist
Dell Technologies - Convergies OSP
09.2016 - 08.2020
IT Internship
Webber International University
01.2015 - 05.2015
Bachelor of Science - Computer And Information Systems
Webber International University
Honors
Featured Graduate
Polk Life Magazine
May 2015
Community Gold Star Award
Lake County Florida Sheriff’s Office
July 2014
Impact Player of the Year
Kathleen High School
December 2007
Honors
Featured Graduate
Polk Life Magazine
May 2015
Community Gold Star Award
Lake County Florida Sheriff’s Office
July 2014
Impact Player of the Year
Kathleen High School
December 2007
Honors
Featured Graduate
Polk Life Magazine
May 2015
Community Gold Star Award
Lake County Florida Sheriff’s Office
July 2014
Impact Player of the Year
Kathleen High School
December 2007
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