Estevan McDaniel
Tech Support Analyst
Phoenix,AZ
Summary
Dependable Service Desk Professional with extensive experience in resolving complex technical issues for end-users. Proven ability to communicate intricate concepts clearly while managing diverse inquiries through remote and live support channels. Skilled in network troubleshooting, hardware troubleshooting, software troubleshooting, ticketing systems, escalation processes, and providing training on effective solutions and documentation in a team environment. Dedicated to enhancing user satisfaction and streamlining support operations.
Overview
21
21
years of professional experience
Work History
Technical Support Analyst
Gravity Payments
Seattle, WA (Remote)
01.2023 - Current
- Provided comprehensive technical support to clients via telephone and email.
- Resolved technical issues across various software setups and environments.
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
- Provided remote desktop support to diagnose and fix software and hardware problems.
- Analyzed log data to streamline troubleshooting processes. Collaborated with developers to assist with resolutions.
- Coordinated across internal teams and outside partners for efficient issue resolution.
- Engaged in overnight shifts on a bi-weekly rotational basis.
- Covered additional shifts during holiday periods.
Technical Support Specialist (Overnight)
Carvana
Tempe, AZ
07.2021 - 01.2023
- Provided comprehensive technical support to employees via telephone, email and chat.
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
- Conducted remote desktop support sessions to assist users with computer related problems.
- Troubleshot system errors and identified potential solutions.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
Retail Sales Consultant
AT&T Mobility
Phoenix, AZ
06.2010 - 07.2021
- Assisted customers by troubleshooting devices, applications and e-mail.
- Promoted memorable shopping experiences resulting in increased customer retention and loyalty.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
Sales Consultant
Best Buy
Tucson, AZ
08.2004 - 06.2010
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Improved overall customer purchasing experiences to promote steady revenue.
- Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases.
Education
Bachelor of Science - Administration
Northern Arizona University
Yuma, AZ12.2012
High School Diploma -
Yuma High School
Yuma, AZ05.2005
Skills
- Live Support Troubleshooting
- Remote Access Troubleshooting and Support
- Network Troubleshooting
- Hardware Troubleshooting
- Software Troubleshooting
- Customer Service/Soft Skills
- Ticket Management Proficiency
Certification
- Google IT Support Professional Certificate - Google.
- CompTIA A+ Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Analyst
Gravity Payments
01.2023 - Current
Technical Support Specialist (Overnight)
Carvana
07.2021 - 01.2023
Retail Sales Consultant
AT&T Mobility
06.2010 - 07.2021
Sales Consultant
Best Buy
08.2004 - 06.2010
Bachelor of Science - Administration
Northern Arizona University
High School Diploma -
Yuma High School
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