Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Julissa Puig

North Arlington

Summary

Dynamic Technical Support Specialist with AT&T Mobility, adept at resolving complex technical issues and enhancing customer satisfaction. Proven expertise in system diagnostics and incident management, coupled with strong communication skills. Successfully improved response times and streamlined support processes, ensuring optimal service delivery and client retention.

Overview

5
5
years of professional experience

Work History

Technical Support Specialist

AT&T Mobility
10.2021 - Current
  • Enhanced customer satisfaction by resolving technical issues and providing timely support.
  • Troubleshot networking issues and restored service functionality promptly.
  • Escalated critical incidents to appropriate departments for swift resolutions.
  • Collaborated with teams for complex problem-solving, enhancing operational efficiency.
  • Maintained detailed notes for clients and work orders.
  • Managed high-volume ticket queues while ensuring exceptional customer service.
  • Followed up with clients to verify satisfaction after support engagement.
  • Explained technical information clearly to non-technical users.

Office Coordinator

Hudson Regional Hospital
07.2020 - 02.2021
  • Managed incoming and outgoing calls while accurately recording messages for staff.
  • Tracked records, filed documents, and communicated with clients to facilitate office activities.
  • Served as client contact, delivering exceptional service that boosted retention rates.
  • Maintained confidentiality of sensitive information, ensuring professionalism at all times.
  • Enhanced efficiency by evaluating workflows and recommending necessary improvements.
  • Organized team workload and prioritized tasks to optimize office functions.
  • Collaborated across departments to streamline processes and enhance communication.
  • Promptly addressed inquiries, improving client satisfaction by resolving issues professionally.

Project Coordinator

Lea Electric
01.2020 - 06.2020
  • Managed project timelines, ensuring deadlines met and workflows adjusted.
  • Facilitated interdepartmental communication to update project developments.
  • Created and maintained job files with current project data.
  • Maintained accurate inventory and status in databases and spreadsheets.
  • Enhanced client satisfaction through timely updates and clear communication.
  • Documented all projects accurately for efficient audits and reference.
  • Responded to inquiries regarding materials from interested parties.
  • Elevated project quality by monitoring progress and proactively addressing issues.
  • Developed detailed project plans with scopes, timelines, deliverables, and milestones.
  • Ensured confidentiality of corporate and client information, adhering to safety measures.
  • Copied, distributed, and emailed documents to managers as needed.
  • Cultivated strong stakeholder relationships by providing regular updates and forecasts.

Education

Bachelor of Science - Food And Nutrition

Montclair State University
Montclair, NJ
06-2020

Associate of Arts - Liberal Studies

Hudson County Community College
Jersey City, NJ
06-2016

Skills

  • Technical troubleshooting
  • Incident management
  • Account management
  • Customer support
  • System diagnostics
  • Application support
  • Diagnostic protocol implementation
  • Performance optimization
  • System provisioning
  • Accurate documentation
  • Data recovery
  • Problem resolution

Languages

Spanish
Native or Bilingual

Timeline

Technical Support Specialist

AT&T Mobility
10.2021 - Current

Office Coordinator

Hudson Regional Hospital
07.2020 - 02.2021

Project Coordinator

Lea Electric
01.2020 - 06.2020

Bachelor of Science - Food And Nutrition

Montclair State University

Associate of Arts - Liberal Studies

Hudson County Community College

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