Summary
Overview
Work History
Education
Skills
Timeline
Generic

Isabella Salinas

Harlingen,TX

Summary

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Overview

8
8
years of professional experience

Work History

Technical Support Representative

CVS Pharmacy
06.2020 - 01.2022
  • Translated complex technical issues into digestible language for non-technical users.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed high levels of call flow and responded to technical support needs.
  • Monitored systems in operation and quickly troubleshot errors.
  • Researched product and issue resolution tactics to address customer concerns.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Documented support interactions for future reference.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured and tested new software and hardware.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.
  • Installed and configured operating systems and applications.
  • Offered assistance in implementing and developing training programs.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Assisted in development of system security protocols.
  • Generated reports to track performance and analyze trends.
  • Monitored system performance to identify potential issues.
  • Installed, configured and maintained computer systems and network connections.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Technical Support Representative

Dish Network Corp
02.2016 - 11.2017
  • Responded to customer inquiries and provided technical assistance over phone, via chat, and email support.
  • Documented support interactions for future reference.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Responded to customer requests for products, services, and company information.
  • Provided primary customer support to internal and external customers.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Tracked customer service cases and updated service software with customer information.

Installation Technician

Vivent
06.2014 - 05.2016
  • Followed all company guidelines regarding safety procedures when out in field.
  • Evaluated equipment to determine if it needed to be repaired or replaced.
  • Maintained updated knowledge of all equipment, products, and services to properly educate customers.
  • Maintained high level of safety when using hand and power equipment for hoisting, measuring, testing, and drilling of various types of installations.
  • Installed and configured new equipment and systems according to company standards.
  • Used hand and power equipment for hoisting, measuring, testing, and drilling of various types of installations.
  • Diagnosed and troubleshot system faults, identifying equipment issues and resolutions.
  • Created and maintained up-to-date records of all installed systems and equipment.
  • Collaborated with internal teams for operational continuity and optimal performance.
  • Provided technical support and training to users on new systems to ease transitions.
  • Performed routine maintenance on HVAC systems to alleviate issues.
  • Developed and implemented strategies for optimal performance and reliability of installed systems.
  • Scheduled and performed maintenance, repair and upgrades of existing equipment and systems.
  • Patched holes, sewed tears and ripped seams or darned defects using needles and thread or sewing machines.
  • Managed maintenance activities, supervised staff, and inspected equipment.
  • Spread out articles or materials and examined for holes, tears and other defects.
  • Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
  • Tested systems, noting issues and completing preventive maintenance.
  • Demonstrated to customers proper methods for operating equipment after it had been installed.
  • Diagnosed and repaired problems with electrical and mechanical systems.
  • Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
  • Worked with diverse types of weather and ground conditions.

Education

High School Diploma -

Early College High School
Harlingen, TX
05.2012

Skills

  • Systems Analysis
  • Service Support
  • Application Support
  • User Credential Management
  • Customer Service
  • Desktop Support
  • Information Protection
  • Performance Testing
  • Technical Support
  • Software Installation
  • Software Diagnosis
  • Data Recovery
  • Videoconferencing
  • User Support
  • Hardware Diagnostics
  • Account Management
  • Complaint Resolution
  • Technical Troubleshooting
  • Customer Service Expert
  • Microsoft Outlook
  • Issue Troubleshooting
  • Technical Issues Analysis
  • Product Troubleshooting
  • Ticket Support System Management
  • Call Center Operations
  • Customer Success Management
  • Application Installations
  • Windows 10
  • Appointment Scheduling
  • LAN/WAN
  • Hardware Upgrades
  • Staff Education and Training
  • Account Updating
  • Business Development

Timeline

Technical Support Representative

CVS Pharmacy
06.2020 - 01.2022

Technical Support Representative

Dish Network Corp
02.2016 - 11.2017

Installation Technician

Vivent
06.2014 - 05.2016

High School Diploma -

Early College High School

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Isabella Salinas