Michael Gil
Customer Service Engineer III / Team Leader
Greenwell Springs,LA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling complex task. Experienced in providing support to users and developing and implementing technical solutions.
Overview
29
29
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
Work History
Customer Service Engineer III
HP Inc.
Baton Rouge, LA
02.1998 - Current
- Team lead for all technicians in the Louisiana territory. Organized schedules, resolved internal and external issues, managed small projects not requiring an official scope of work.
- Collaborated with Project Management in the development and execution of several service, deployment and specialized projects.
- Communicated with customers to provide updates, gather information and resolve issues.
- Recommended products to customers, thoroughly explaining details. Evaluated user problems using personal expertise, and probing questions.
- Developed and implemented preventive maintenance procedures.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained various technical systems and solutions.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and their management through account development.
- Onboarded new employees with training,new hire development and on-hand mentoring.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and implemented business strategies to achieve goals.
- Communicated clearly with employees, suppliers and stakeholders to help keep everyone working toward established business goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Technical Support Supervisor /Solution Specialist
T.C. Computers (Insight Enterprises, Inc.)
Metairie, LA
03.1995 - 01.1998
- Resolved diverse range of technical issues across multiple systems and applications for corporate customers and end-users.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Optimized operational productivity and collaborated with staff to share and implement process improvements.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
Sales /Technical Support Apprentice
Campo Electronics, Appliances & Computers, Inc.
Marrero, LA
04.1994 - 03.1995
- Greeted customers and helped with product questions, selections, and purchases.
- Responded to incoming sales leads and requests for technical support.
- Performed minor maintenance and repair on malfunctioning computer equipment.
Education
Information Technology
University of New Orleans
New Orleans, LA 08.1994 - 05.1995
High School Diploma -
Brother Martin High School
New Orleans, LA 08.1988 - 05.1992
Skills
Customer service expert
Project Management
Work flow planning
Logistics Management
Complex problems analysis
Planning and Coordination
Additional Information
I do regular volunteer work in my community - Church , 4-H club and Aquarium of the Americas. Honorably discharged from the United States Navy Reserve. Achieved rank of Eagle scout in the Boy scouts of America. Currently working on my next level of Six Sigma certification.
Certification
Six Sigma Certification
Timeline
Customer Service Engineer III
HP Inc.
02.1998 - Current
Technical Support Supervisor /Solution Specialist
T.C. Computers (Insight Enterprises, Inc.)
03.1995 - 01.1998
Information Technology
University of New Orleans
08.1994 - 05.1995
Sales /Technical Support Apprentice
Campo Electronics, Appliances & Computers, Inc.
04.1994 - 03.1995
High School Diploma -
Brother Martin High School
08.1988 - 05.1992