Joaquin Garcia
San Antonio
Summary
Results-driven Tier 3 Technical Support Specialist with progressive experience supporting residential, commerical, and enterprise accounts. Skilled in advanced troubleshooting, provisioning QAM diagnostics, help desk ticket management, and complex service escalations. Proven ability to resolve high-level technical issues, collaborate with cross-functional teams, and improve service efficiency while maintaining exceptional results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
National Field Support Tier 3
Charter Communications, Spectrum
San Antonio, TX
01.2023 - 10.2025
- Provided senior-level technical support for residential, commerical and enterprise accounts, resolving complex escalated issues.
- Managed and resolved help desk tickets, ensuring timely follow-up and adherence to SLA requirements.
- Conducted QAM diagnostics and coordinated QAM calls to troubleshoot signal and network-related issues.
- Utilized scripting and diagnostic tools to analyze service interruptions and drive resolution.
- Partnered with field technicians, network teams, engineering departments to resolve complex infratructure issues.
National Field Support Tier 2
Charter Communications, Spectrum
San Antonio, TX
09.2022 - 01.2023
- Provided advanced technical support for cable, internet and home phone services, handling escalated Tier 1 issues.
- Provisioned and activated modems, routers, cable cards and wireless extenders.
- Configured and managed hunt groups and call routing features for business and residential phone services.
- Utilized scripting tools to guide troubleshooting, diagnose service failures, and improve first-call resolution.
- Delivered real-time technical support via chat and phone channels while maintaining performance metri
National Field Support Tier 1
Charter Communications, Spectrum
San Antonio, TX
07.2021 - 09.2022
- Provided first-level technical support to field technicians.
- Added and removed equipment on customer account accurately.
- Sent remote refresh signals ("hits") to cable boxes to restore or troubleshoot servies.
- Updated account codes and service features based on customer needs.
- Troubleshot cable, internet and phone connectivity issues.
- Documented account changes and technical updates in system records.
Field Technician III
Charter Communications, Spectrum
San Antonio, TX
06.2018 - 07.2021
- Installed and maintained cable and internet services for residential and commercial clients.
- Diagnosed technical issues using specialized tools and software for efficient troubleshooting.
- Conducted site surveys to assess installation requirements and recommend suitable solutions.
- Collaborated with other field technicians to resolve complex technical issues.
- Increased overall efficiency with thorough documentation of completed tasks, diagnostic results, and recommendations for improvements.
Forklift Operator/Unloader Associate
Walmart Distribution Center
San Marcos, TX
11.2017 - 06.2018
- Operated forklifts to efficiently transport goods within warehouse, ensuring safety and compliance with protocols.
- Assisted in inventory management by accurately loading and unloading shipments, reducing discrepancies.
- Conducted routine inspections on equipment to maintain operational efficiency and prevent downtime.
- Coordinated with supervisors to prioritize tasks, ensuring the most urgent shipments were processed first.
- Supported warehouse staff in meeting tight deadlines by prioritizing tasks based on shipment schedules.
Factory Supervisor/Operator
Interstate Sheet Metal
Anniston, AL
03.2014 - 11.2017
- Supervised daily production activities, ensuring adherence to safety protocols and quality standards.
- Trained and mentored new staff on operational procedures and equipment usage.
- Streamlined workflow processes, resulting in improved efficiency and reduced downtime.
- Collaborated with maintenance team to troubleshoot machinery issues and minimize disruptions.
- Facilitated communication between management and staff to enhance teamwork and morale.
Education
High School Diploma -
Saks High School
Anniston, ALSkills
- Critical thinking
- Multitasking Abilities
- Teamwork and collaboration
- Problem-solving
- Organization and time management
- Decision-making
Certification
- Broadband Network Overview
- IP Voice
- FTTx Basics
Languages
Spanish
Full Professional
Timeline
National Field Support Tier 3
Charter Communications, Spectrum
01.2023 - 10.2025
National Field Support Tier 2
Charter Communications, Spectrum
09.2022 - 01.2023
National Field Support Tier 1
Charter Communications, Spectrum
07.2021 - 09.2022
Field Technician III
Charter Communications, Spectrum
06.2018 - 07.2021
Forklift Operator/Unloader Associate
Walmart Distribution Center
11.2017 - 06.2018
Factory Supervisor/Operator
Interstate Sheet Metal
03.2014 - 11.2017
High School Diploma -
Saks High School