Juan Correa
Terrell,TX
Summary
Results-driven HVAC support specialist with a strong background in inverter diagnostics, refrigeration cycles, and controls troubleshooting. Experienced in guiding contractors through installation, startup, and commissioning issues while maintaining accurate case documentation. Committed to efficient resolution, technical escalation, and high customer satisfaction.
Overview
1
1
Language
1
1
Certification
16
16
years of professional experience
Work History
HVAC Technical Support Specialist I
Cooper and Hunter
Hutchins, Texas
03.2025 - Current
- Provided first-level technical support to HVAC contractors via phone, email, and online platforms, resolving installation, startup, commissioning, and operational issues.
- Troubleshot ductless and ducted inverter HVAC systems, diagnosing system performance issues, error codes, wiring concerns, controls, and basic electrical problems.
- Guided contractors through equipment installation, startup procedures, wiring diagrams, controls configuration, and basic electrical troubleshooting.
- Supported contractors in product selection and system application, enhancing installation effectiveness and equipment performance.
- Applied knowledge of refrigeration cycles, HVAC controls, electrical systems, and inverter technology to identify and resolve technical issues.
- Documented technical support cases and troubleshooting steps, ensuring clear communication of resolutions and follow-up actions.
- Escalated complex or advanced technical issues to Tier II Technical Support Specialists while maintaining effective communication throughout the resolution process.
- Provided timely, professional customer service while balancing multiple technical support cases in a dynamic environment.
- Maintained current knowledge of HVAC products, technical specifications, installation procedures, and product updates.
- Communicated technical information effectively in both English and Spanish while maintaining a high level of contractor satisfaction.
Technical Support Agent
Atosa Catering Equipment
Rockwall, Texas
11.2020 - 12.2024
- Addressing technical support issues by assisting with installation or programming information, troubleshooting,
maintenance instructions, and diagnostics. - Determining the root cause of issues by actively listening to customer concerns, gathering diagnostic information, and
communicating detailed troubleshooting steps to customers and technicians. - Providing excellent customer service to both internal and external customers. Answering inbound calls from end users
regarding warranty claims. - Read and interpret HVAC diagrams and specifications., understand and review diagrams and specifications related to HVAC service and installation.
BNSF Service Desk Analyst
Tech Mahindra
Plano, Texas
05.2019 - 05.2021
- Delivered 24/7 service desk support to ensure client operations ran smoothly.
- Provided excellent customer service and troubleshot issues faced by users with operating systems, applications, and remote services such as Windows 7 Professional, Windows 8, Windows 10, Citrix, VPN, ServiceNow, Active Directory, SharePoint, Avaya, SCCM, Mainframe, and printer troubleshooting.
- Some analysts such as myself, were tasked with taking on more roles as we proved that we could handle multi tasking.
Tasked included working web tickets for the entire team, providing team leads as well as Managers with ticket audits
from what we saw within the web queue, chats, and provided customer service on the phone as well.
Machine Operator
Old Castle
Terrell, texas
07.2018 - 05.2019
- Responsible for installing, maintaining, and troubleshooting several pieces of hardware in order to maintain the
integrity of products. - Maintained productivity while adjusting to fast-paced changes. in a fast paced and changing environment, while upholding the standards set forth by Oldcastle.
- Received recognition for consistent performance and reliability from management. of the top performing and most reliable individuals by management.
- Coordinated information flow between management and co-workers to improve communication.
- Ensured that all products worked on reflected a high quality of craftsmanship that exhibited attention to detail.
Customer Service Representative
AT&T
Terrell, Texas
10.2017 - 07.2018
- Delivered exceptional customer experiences by addressing diverse customer needs effectively.
- Resolved technical and account issues, ensuring customers received timely and effective support.
- Provided Tier I support for devices on the network, including but not limited to: service, malfunctions, data transfer.
data recovery, product information, device features, and billing issues. - Established and managed personal and business lines, contributing to site recognition as a leading provider in the area.
- Maintained accurate records of all store inventory transactions, including incoming and outgoing products.
- Considered the highest candidate for site sales with only the manager producing the same figures.
- Always willing and able to cover down for any employee in order to ensure that sufficient personnel were available for
proper business service.
Infantryman/ Information Analyst/ RTO
United States Army
06.2010 - 06.2018
- Created and briefed reports to leadership, consisting of daily status reports of mission critical information.
- Maintained integrity of both unclassified and classified information as an analyst for the purpose of safety for all personnel within the area.
- Trained and managed personnel in advanced procedures to ensure effective job performance.
- Executed additional job functions to support role placements and operational effectiveness.
- Maintained integrity of both unclassified and classified information as an analyst for the purpose of safety for all
personnel within the area.
Chemical Specialist
Chemtrade Logistics
Terrell, Texas
11.2013 - 05.2017
- Performed advanced testing on all products produced for high quality consistency.
- Established new procedures to improve consistency in company operations.
- Led two-person team during odd shifts to ensure adherence to procedures.
- Maintained extensive report logs for every shift worked to ensure that information was correctly and efficiently
distributed - Produced, organized, and loaded products to meet all deadlines.
- Maintained extensive report logs for every shift worked to ensure that information was correctly and efficiently distributed.
Education
Some College (No Degree) - Information Technology Systems And Security
MyComputerCareer
Dallas, TXSkills
- HVAC troubleshooting
- Inverter diagnostics
- Electrical schematics
- Controls configuration
- Refrigeration cycles
- Wiring diagrams
- Remote troubleshooting
- Field service support
- Technical reporting
- Case documentation
- Issue escalation
- Customer support
- Customer service
- Help desk software
- Problem solving
Languages
Spanish
Professional
Certification
- EPA Clean Air Section 608
- MTA Security
Accomplishments
- Afghanistan Campaign Medal (x2)
- NATO Meritorious Service Medal
- Overseas Ribbon
- Army Good Conduct Medal
- Army Commendation Medal
Timeline
HVAC Technical Support Specialist I
Cooper and Hunter
03.2025 - Current
Technical Support Agent
Atosa Catering Equipment
11.2020 - 12.2024
BNSF Service Desk Analyst
Tech Mahindra
05.2019 - 05.2021
Machine Operator
Old Castle
07.2018 - 05.2019
Customer Service Representative
AT&T
10.2017 - 07.2018
Chemical Specialist
Chemtrade Logistics
11.2013 - 05.2017
Infantryman/ Information Analyst/ RTO
United States Army
06.2010 - 06.2018
Some College (No Degree) - Information Technology Systems And Security
MyComputerCareer