Maxel Christian Grabeel
El Paso
Summary
Hardworking and passionate technology-inclined professional. Possesses strong troubleshooting capabilities and customer-oriented attitude. Detail-oriented team player with excellent problem solving skills, willing to go above and beyond expectations.
Overview
10
10
years of professional experience
Work History
Tier 2 Technical Support Analyst
Movate Inc
01.2022 - 01.2024
- Provided verbal, written and video call technical assistance to customers having product service, installation, repair and general product questions for multiple product types.
- Recorded and documented problems and resolutions offered in CRM.
- Explained and interpreted warranties to customers as they apply to products.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Provided exceptional customer service, consistently receiving positive feedback from clients.
- Enhanced customer satisfaction by efficiently resolving complex technical issues.
- Expedited issue resolution for clients through effective troubleshooting and problem-solving skills.
Case Manager
Roi Solutions
05.2021 - 12.2021
- Assisted tenants with government rental aid.
- Enhanced communication between tenants and landlords through consistent follow-ups and progress updates.
- Reviewed their application and process for approval or denial.
- Maintained accurate documentation on all cases.
Audio Visual Technician
Encore Global
El Paso, TX
03.2020 - 10.2022
- Basic set up and operation of small to large-scale audio-visual systems, (Set up Audio, Video, Lighting, Computers, Rigging) working with a team in a hospitality environment while ensuring complete customer satisfaction. (Usually with a team but for small events or meeting room I will do myself or with one other person) When the event is finished I or a team will break it down pack it up and store the equipment in the designated area or location assigned.
- Maintained and troubleshot audio and visual equipment to minimize downtime.
- Provided technical support to event staff and presenters, reducing technical issues and delays.
- Set up projectors, laptops and microphones for live presentations.
- Executed client consultations to determine audio-visual needs for events.
- Tested and calibrated audio and visual equipment to verify proper operation.
Audio- Video Technician
Custom AV
05.2019 - 08.2019
- Installed high-end audio, video, security systems, network, and home automation systems.
- Used Hand and power tools to complete terminations of cables and coaxial cables.
- Installed equipment racks, displays, speakers and security devices.
- Diagnosed and troubleshot problem installations with both system and components.
- Read wiring diagrams and blueprints for residential projects.
- Improved audio-video system performance by conducting regular maintenance and timely repair of equipment.
Wiring Technician
Schneider Electric
09.2018 - 03.2019
- Interpreted electrical schematics to assemble and/or wire electrical power systems (switch-gears and panels).
- Wiring a panel based on a schematic and then repeated this procedure until the production volume is met.
Audio-Visual Technician
PSAV
12.2016 - 08.2017
- Basic set up and operation of small to large-scale audio-visual systems, (Set up Audio, Video, Lighting, Computers, Rigging) working with a team in a hospitality environment while ensuring complete customer satisfaction. (Usually with a team but for small events or meeting room I will do myself or with one other person) When the event is finished I or a team will break it down pack it up and store the equipment in the designated area or location assigned.
- Maintained and troubleshot audio and visual equipment to minimize downtime.
- Provided technical support to event staff and presenters, reducing technical issues and delays.
- Set up projectors, laptops and microphones for live presentations.
- Executed client consultations to determine audio-visual needs for events.
- Tested and calibrated audio and visual equipment to verify proper operation.
Customer Service Representative
Gaylord Texan Resort & Convention Center
08.2013 - 11.2016
- Ensure guests are completely satisfied with their experience at not only in-room dining and restaurant dining, but their overall stay in the hotel.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Learning- Certificate of Completion -
Media Tech Institute
Northlake Community College
2010
Diploma -
Irving MacArthur High School
2010
Skills
- Excellent Customer Service/ Improving Customer Experience
- Microsoft Windows and Office
- Collaborative Team Player
- Customer Communication and Empathy
- De-Escalation Techniques
- Remote Technical Support/Diagnostics
- Tech Savvy
- Attention to Detail
- Excellent Communication/Active Listening Skills
- Time Management
- Critical Problem Solving
- Knowledge of Product Service
Timeline
Tier 2 Technical Support Analyst
Movate Inc
01.2022 - 01.2024
Case Manager
Roi Solutions
05.2021 - 12.2021
Audio Visual Technician
Encore Global
03.2020 - 10.2022
Audio- Video Technician
Custom AV
05.2019 - 08.2019
Wiring Technician
Schneider Electric
09.2018 - 03.2019
Audio-Visual Technician
PSAV
12.2016 - 08.2017
Customer Service Representative
Gaylord Texan Resort & Convention Center
08.2013 - 11.2016
Learning- Certificate of Completion -
Media Tech Institute
Northlake Community College
Diploma -
Irving MacArthur High School
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