Irving Espinosa J.
Goodyear,Arizona
Summary
Dynamic L2 Technical Support Specialist with proven expertise in desktop support and ticket management, including a rich background at IT industry-leading Ingram Micro. Excelled in bilingual customer service, resolving complex issues, and enhancing training programs. Demonstrated ability to improve client satisfaction and streamline support processes, leveraging both technical and training abilities.
Overview
6
6
years of professional experience
1
1
Certification
Work History
L2 Technical Support Representative
Ingram Micro
10.2021 - Current
- Used ticketing system to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to provide optimal customer satisfaction following support engagement and problem resolution.
- Triaged support tickets, resolved issues, and escalated unresolved tickets to lead techs/engineers.
- Coordinated with lead trainers to create new training content
- Served as a trainer for new agents along with lead trainers and managers
Technical Support Representative
Asurion Insurance Services
09.2018 - 10.2021
- Mobile tech support for AT&T clients via phone and chat support
- Provide basic troubleshooting for 40+ customers a day for Apple and Android devices
- Delivered step-by-step instructions to configure new phones and ensure optimal performance
- Coordinated with management to gather and develop new training content
Skills
- Desktop support
- Office 365 (Teams, Outlook, OneDrive)
- Ticket management
- FreshWorks/FreshDesk
- Bilingual (Spanish)
- Training abilities
Certification
Google IT Support Professional Certificate : Technical Support Fundamentals
Languages
Spanish
Native or Bilingual
Timeline
L2 Technical Support Representative
Ingram Micro
10.2021 - Current
Technical Support Representative
Asurion Insurance Services
09.2018 - 10.2021
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