Marco Alcala
Pahrump,NV
Summary
Adaptable and Professional with Customer Service of 10+ years. 5+ years of PC related support. Learning new skills is a passion of mine. I look forward to proving myself as a hardworking individual.
Overview
11
11
years of professional experience
Work History
Senior Support Tier 2 Representative
Inside Real Estate
05.2022 - 07.2024
- Provided advanced technical support for end-users by resolving escalated issues from Tier 1 support, including hardware, software, and general application instruction.
- Diagnosed and troubleshot complex issues such as agent domains, property details, syncing issues from MLS.
- Trained Tier 1 support staff on common technical issues and best practices to reduce escalations.
- Used ticketing systems such as Zendesk, Zoho, and JIRA to document issues and bugs.
Technical Support Agent
VIPDeskConnect
02.2021 - 06.2021
- Connected through company VPN in order to service customer in call center environment
- Researched IOS and macOS to guide customers through issues and provided account help through Apple Account Services
- Received customer calls with 1 minute maximum between one another
- Contract Period
Software Support Agent
Backatyou Inc.
06.2019 - 07.2020
- Learned custom real estate software for the purpose of helping broker managers/agents through issues
- Gained a knowledge of SQL for navigating server databases
- Handled support tickets through Zoho CRM
- Setup domains for brokerages
Computer Support Technician
NTS Distribution
10.2015 - 12.2018
- Analyzed performance and maintained 8-10 PC/laptops at a time
- Upgraded/built new systems to ensure proper function
- Diagnosed hardware/software problems and fixed promptly
- Updated systems with all proper drivers and resolved co-worker inquiries
- Installed POE and IP Cameras for better security
Tire Center Technician, Front-End
Costco Wholesale
02.2013 - 10.2015
- Install, repair, and balance customer tires
- Consult customer tire sales
- Work cashier in a fast-paced environment
Skills
- Ellyn Nolkemper (Tier 2 Support Manager)Inside Real Estate (313)506-1519
- Jeremy Brinker (Agent Support Manager)Backatyou (702)335-4083
- Robbin Lynn (Owner)NTS Distribution (760)579-2261
LANGUAGES
Mostly fluent understanding of Spanish
Learning Japanese as of 2016
Interests
Associate of Arts in General Study
January 2022
MiraCosta College, Oceanside, CA
Completed most coursework towards Associate of Arts, General Study
Timeline
Senior Support Tier 2 Representative
Inside Real Estate
05.2022 - 07.2024
Technical Support Agent
VIPDeskConnect
02.2021 - 06.2021
Software Support Agent
Backatyou Inc.
06.2019 - 07.2020
Computer Support Technician
NTS Distribution
10.2015 - 12.2018
Tire Center Technician, Front-End
Costco Wholesale
02.2013 - 10.2015