Manuel Romero
DELTONA,FL
Summary
Skilled Technical Support Representative with broad base of experience in technical support and operations. Effective worker able to resolve problems quickly, delivering high levels of customer satisfaction. Looking to expand and work with high end products and services with the same level of effective resolution and satisfaction delivery.
Overview
11
11
years of professional experience
Work History
Customer Advocate
Lumen Technologies
05.2023 - 04.2024
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
Tech Support Technician III
Lumen Technologies
11.2021 - 04.2023
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Handled high level customer complaints, resolved issues in an efficient and timely manner.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Submitted service tickets for high level equipment maintenance requests.
Tech Support Technician II
CenturyLink
08.2013 - 11.2021
- Troubleshot and diagnosed problems with end users to accurately resolve wide range of technical issues.
- Managed and resolved incoming calls from Consumer and Business clients on numerous company products such as DSL, Fiber and basic phone services.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Identified and solved provisioning issues using variety of Access Multiplexers including Calix, Adtran and Tellabs.
- Used several ticketing systems to manage and process support actions and requests.
- Mentored new hires, resulting in staff development and increased productivity.
Education
Associate of Science - Information Technology
Valencia College
Orlando, FL01.2013
High School Diploma - undefined
Winter Park High School
Winter Park, FL2009
Skills
- Repair Expertise
- Motivated to help others
- Communication skills
- Network Troubleshooting
- Computer Programming
- Multitasking and Organization
- Issue Resolution
- Technical Support and Assistance
- Trained in Salesforce
Timeline
Customer Advocate
Lumen Technologies
05.2023 - 04.2024
Tech Support Technician III
Lumen Technologies
11.2021 - 04.2023
Tech Support Technician II
CenturyLink
08.2013 - 11.2021
Associate of Science - Information Technology
Valencia College
High School Diploma - undefined
Winter Park High School