HECTOR TORRES-MAY
San Antonio,TX
Summary
Dedicated professional with experience providing technical support to end users in a corporate environment. Proven track record of resolving complex technical issues quickly and efficiently, while providing excellent customer service. Skilled in troubleshooting hardware and software issues, system maintenance, and network configuration. Adept at training users on new applications and technologies, working with remote users, and staying abreast of new developments in the IT industry.
Overview
12
12
years of professional experience
Work History
Technical Support Lead Tier 3
Savvas Learning Company
11.2021 - Current
- Responsible for developing product certification programs.
- Responsible for developing and creating quarterly product reinforcement training.
- Coordinate with our vendor partner team to setup their training schedule.
- Develop methods of communicating trending data within all tiers of support, including leadership and other key stakeholders.
- Responsible for continuous creative training innovation and staying up to date on communication trends both internally and externally.
- Primary contact for our Sales, Services Product Management and Development partners during BTS.
- Facilitated all of the training for our employees.
Tier 2 Advocate
Savvas Learning Company
01.2021 - 11.2021
- Worked as a licensing lead to make sure licensing issues were handled correctly and efficiently.
- Worked with multiple departments to support the Homeschool business.
- Handled complex escalated cases from our Tier 1 and Tier 2 representative Team.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Create Knowledge Base articles and keep existing ones updated.
- Create need-to-know mass distribution emails to communicate important updates and issues to the team.
Tier 2 Technical Support Representative
Savvas Learning Company
07.2014 - 01.2021
- Assist customers with Savvas learning services products.
- Guide and teach customers in how to use our products.
- Assist customers with any technical issues they are experiencing with our products using their local computers.
- Set up and create customer's accounts in order for customers to have access to their products on our platforms.
- Assisted with the training and mentoring of our vendor partner.
- Handle negative survey result escalated cases to follow up with customer on the issue they are experiencing and do my very best to resolve their issue and leave a positive image of Savvas for the customer.
- Handle customer escalations from vendor agents and serve as back up for my supervisor when she is unavailable for escalated calls.
- Handle escalated cases that are sent to the TS LS L2, Licensing and Omni L3/L4 salesforce queues which need extra attention to resolve.
- Assist my colleagues with any issues in which they may reach out to our chatroom with.
- Was chosen to work on a project that made me the single point of contact support person for a district called Salem Keizer SD.
Education
Business Management
University of The Incarnate Word
San Antonio, TX, US07-2011
Skills
- Staff Training
- Adaptability
- Computer Skills
- Communication Skills
- Multitasking Skills
- Bilingual
- Coaching and Mentoring
- Salesforce
- JIRA
- Product Support
- Customer Satisfaction
- Escalation Management
- Highspot
- Cyberduck
LANGUAGES
Spanish - Native
Portuguese - Conversational
Timeline
Technical Support Lead Tier 3
Savvas Learning Company
11.2021 - Current
Tier 2 Advocate
Savvas Learning Company
01.2021 - 11.2021
Tier 2 Technical Support Representative
Savvas Learning Company
07.2014 - 01.2021
Business Management
University of The Incarnate Word