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
10
10
years of professional experience
Work History
Senior Technical Support Analyst
Dell Technologies
07.2023 - Current
- Enhanced efficiency by streamlining support processes for quicker resolutions.
- Achieved 0% repeat Work Orders by addressing specific system model issues.
- Lowered operational costs for global client technical organizations through strategic initiatives.
- Conducted root cause analysis to resolve recurring issues, improving system stability.
- Regularly updated knowledge base articles for clients and team accessibility.
- Facilitated communication between clients and development teams for issue resolution updates.
- Identified inefficiencies and implemented solutions to streamline technical processes.
Pro Manage Technical Support Specialist
Dell Technologies
08.2020 - 07.2023
- Enhanced service delivery by managing multiple technical service desk contracts.
- Contributed to Knowledge Base Articles, improving technical documentation for various contracts.
- Supported service desk operations, ensuring responsiveness for new and existing contracts.
- Resolved customer issues by providing actionable troubleshooting for hardware and software.
- Clarified technical concepts for non-technical users, enhancing overall understanding.
- Identified service disruptions and communicated effective solutions to restore functionality.
- Managed daily caseloads of 10-40, maintaining efficient service delivery.
Senior Technical Support Specialist
Dell Technologies
02.2019 - 08.2020
- Achieved high first-contact resolution rates by effectively resolving technical issues.
- 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 bugs, improving product quality and resolution speed.
- Documented customer interactions in CRM, enhancing data accuracy and support metrics.
Technical Support Specialist
Concentrix Corporation
09.2016 - 01.2019
- Achieved high customer satisfaction by resolving technical issues via remote support.
- Served as initial contact for customers seeking technical assistance promptly.
- Ensured issue resolution through effective follow-ups with clients post-support engagement.
- Identified optimal solutions based on detailed customer issue descriptions.
- Escalated unresolved issues to higher-level support teams for further assistance.
- Documented support interactions and resolutions accurately in service logs.
IT Intern
Webber International University
01.2015 - 05.2015
- Assisted in troubleshooting hardware and software issues for end-users.
- Coordinated with team members to ensure timely project support and resource allocation.
- Developed documentation for IT processes and user guides to enhance operational efficiency.
- Conducted system testing and provided feedback to improve application performance.
- Delivered assistance and support for team-based IT projects.
Mobile Site Director
Florida Sheriffs Youth Ranches
05.2014 - 08.2015
- Led daily activities and programs for youth, fostering personal development and social skills.
- Mentored junior staff, enhancing team competency in youth engagement strategies.
- Conducted training workshops on best practices in youth care and crisis intervention.
- Enhanced youth development by implementing engaging and interactive activities in daily programming.
- Assisted adolescents in developing essential life skills, such as problem-solving, decision-making, and effective communication strategies.
- Served as a role model for young people by demonstrating respect, empathy, integrity, responsibility throughout daily interactions within the program setting.
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
IT Intern
Webber International University
01.2015 - 05.2015
Mobile Site Director
Florida Sheriffs Youth Ranches
05.2014 - 08.2015
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