Johnathan Lujano
Conroe,TX
Summary
Accomplished Tier 1 Support Technician at Truno Retail Technologies, adept in remote support and customer service, significantly boosted first call resolution rates. Skilled in network connectivity and problem resolution, I enhanced system performance and customer retention through effective diagnostics and follow-ups. Expert in employing escalation procedures and software updates to improve operational efficiency.
Overview
8
8
years of professional experience
Work History
Tier 1 Support Technician
Truno Retail Technologies
05.2022 - Current
- Boosted first call resolution rates by employing effective diagnostic tools and problem-solving techniques.
- Identified recurring system issues, escalating them to relevant departments for further investigation and resolution.
- Documented resolutions in a concise manner, contributing to the improvement of the internal knowledge base.
- Maximized customer retention rates through diligent follow-ups, ensuring lasting satisfaction with the company''s products and services.
- Diligently followed up on open tickets, ensuring timely resolutions and keeping customers informed throughout the process.
- Assisted in onboarding new team members by sharing expertise and providing constructive feedback during training sessions.
- Reduced call wait times by effectively prioritizing and managing Tier 1 technical support tasks.
Service Helper
The Peggs Company
06.2020 - 05.2021
- Assisted technicians, ensuring accurate diagnostics and effective repairs.
- Improved customer satisfaction by providing timely and efficient service assistance.
- Monitored equipment performance, identifying issues, and scheduling maintenance when needed.
- Conducted routine inventory checks for proper stock management and replenishment.
Network Data Administrator
United States Marine Corps, USMC
06.2016 - 06.2020
- Optimized database performance by monitoring system health, identifying bottlenecks, and recommending solutions for improvement.
- Enhanced data accuracy by implementing strict validation processes and routine quality checks.
- Worked with staff to develop and implement procedures to prevent data loss and maximize system availability.
- Tested programs and databases to identify issues and make necessary modifications.
- Collaborated with IT professionals to design, implement, and maintain secure database systems for sensitive information storage.
Education
High School Diploma -
Willis High School
Willis, TX06.2016
Skills
- Remote Support
- Problem Resolution
- Ticket management
- Software Installation
- Printer setup
- Network Connectivity
- Device configuration
- Application support
- Escalation procedures
- Hardware diagnostics
- System updates
- Password Resets
- Customer Service
- Network configuration
- User Training
Languages
Spanish
Native or Bilingual
Timeline
Tier 1 Support Technician
Truno Retail Technologies
05.2022 - Current
Service Helper
The Peggs Company
06.2020 - 05.2021
Network Data Administrator
United States Marine Corps, USMC
06.2016 - 06.2020
High School Diploma -
Willis High School
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