Eric Rivera
Technical Support Analyst
Oklahoma City,OK
Summary
Results-driven IT professional with over 10 years of experience in Technical Support and Customer Relationship Management. Expertise in streamlining support processes, achieving key performance indicators (KPIs), and enhancing system stability. Proficient in resolving complex technical issues for a global customer base and maintaining high Customer Satisfaction (CSAT) scores. Strong skills in root cause analysis, knowledge base management, and proficiency in CRM platforms.
Overview
2027
2027
years of professional experience
1
1
Certificate
Certification
CompTIA Security+
Work History
Senior Technical Support Analyst
Dell Technologies
Oklahoma City, OK
07 2023 - Current
- Enhance efficiency by streamlining support processes for quicker resolutions.
- Reduced repeat Work Orders to 0% by resolving specific system model issues.
- Lowered operational costs for global client technical organizations through targeted initiatives.
- Identify inefficiencies and implement solutions to streamline technical processes.
- Lower operational costs for global client technical organizations through strategic initiatives.
- Facilitate communication between multiple internal support and development teams for issue resolution updates.
- Identify inefficiencies and implement solutions to streamline technical processes.
Pro Manage Technical Support Specialist
Dell Technologies
Oklahoma City, OK
08 2020 - 07 2023
- Managed multiple technical service desk contracts, enhancing service delivery across all client interactions.
- Resolved customer issues by providing actionable troubleshooting for hardware and software.
- Supported service desk operations, ensuring responsiveness for new and existing contracts.
- Identified service disruptions and communicated effective solutions to restore functionality.
- Managed daily caseloads of 10-40, maintaining efficient service delivery.
- Contributed to Knowledge Base Articles, improving technical documentation for various contracts.
- Clarified technical concepts for non-technical users, improving user comprehension and satisfaction.
Senior Technical Support Specialist
Dell Technologies
Oklahoma City, OK
02 2019 - 08 2020
- Achieved first-contact resolution rate of 95% by resolving technical issues promptly.
- Maintained a low Repeat Dispatch Rate of 4.5% through efficient troubleshooting.
- Handled product warranty claims, achieving a 92% customer satisfaction score.
- Collaborated with teams to identify and resolve bugs, enhancing product quality and accelerating resolution times.
- Documented customer interactions in CRM, enhancing data accuracy and support metrics.
Technical Support Specialist
Concentrix Corporation
Tampa, FL
09 2016 - 01 2019
- Resolved 20+ technical support inquiries per day.
- Provided initial contact for customers needing technical assistance quickly.
- Served as initial contact for customers seeking technical assistance promptly.
- Identified optimal solutions based on detailed customer issue descriptions.
- Secured issue resolution by conducting effective follow-ups with clients after support engagement.
- Escalated unresolved issues to higher-level support teams for further assistance.
- Recorded support interactions and resolutions in service logs to maintain accurate documentation.
Education
Bachelor of Science - Computer And Information Systems
Webber International University
Babson Park, FL12-2015
Timeline
Senior Technical Support Analyst
Dell Technologies
07 2023 - Current
Pro Manage Technical Support Specialist
Dell Technologies
08 2020 - 07 2023
Senior Technical Support Specialist
Dell Technologies
02 2019 - 08 2020
Technical Support Specialist
Concentrix Corporation
09 2016 - 01 2019
Bachelor of Science - Computer And Information Systems
Webber International University