Gerson Jimenez
Orlando,FL
Summary
Detail-oriented Technical Support Specialist with experience delivering timely, solutions-focused support to end users across diverse environments. Skilled in troubleshooting hardware, software, network, and access issues while maintaining high levels of customer satisfaction. Experienced in managing tickets, documenting resolutions, and improving service workflows to increase efficiency.
Overview
14
14
years of professional experience
Work History
Technical Support Specialist
ACS Technologies
Florence, South Carolina
10.2022 - 12.2025
- Diagnosed and resolved technical challenges in software data management and network configurations, achieving 100% customer satisfaction for ACS Technologies.
- Leveraged remote desktop tools, phone, and email to provide rapid technical intervention, reducing average ticket resolution time by 30-50%.
- Documented over 30 recurring system bugs and analyzed crash reports and system logs to reduce repetitive support requests.
- Managed high-volume ticket queues in Salesforce, ensuring all SLAs were met or exceeded through careful tracking and follow-up.
- Optimized SaaS application performance by diagnosing access issues for platforms like PDS OnDemand, ensuring 100% uptime for end-users.
- Managed user accounts and permissions within SaaS platforms, ensuring compliance with security protocols.
- Guided customers through setup and installation processes, enhancing overall user experience.
Sales/Manager
Metro by T-Mobile
Orlando, FL
09.2011 - 09.2022
- Implemented sales strategies to increase revenue and broaden market reach.
- Established sales targets and budgets to improve employee performance metrics.
- Managed daily operations and staff in retail environment, improving workflow and service delivery.
- Facilitated customer service support operations to elevate client satisfaction.
- Provided technical assistance to users, resolving issues promptly.
Education
High School Diploma -
Winter Park High School
Winter Park, FLSkills
- Technical support
- Ticket management
- SaaS support
- Salesforce expertise
- User account management
- Windows OS proficiency
- Computer literacy
- Problem solving
Job Title
Technical Support specialist
Skills
- Attention to detail
- Decision making
- Customer relationship management
- Bilingual communication (English/Spanish)
- Research
- Slack
- Splashtop SOS
- Written Communication
- Customer Service
- Sales
Timeline
Technical Support Specialist
ACS Technologies
10.2022 - 12.2025
Sales/Manager
Metro by T-Mobile
09.2011 - 09.2022
High School Diploma -
Winter Park High School