NELSON A. BUSIGO III

I.T. Support Specialist

Lehigh Acres

Summary

Dynamic and results-driven Technical Support Specialist with over 30 years of experience in helpdesk and customer service environments. Expertise in delivering comprehensive product and service support while fostering strong customer relationships. Proficient in diagnosing issues and implementing streamlined solutions to resolve technical challenges effectively, ensuring a seamless user experience. Committed to enhancing customer satisfaction through proactive engagement and tailored support strategies.

Overview

years of professional experience

Work History

Technical Support Representative

Blue Stream Fiber

06.2024 - 09.2025

Technical support for customers in both English and Spanish
Used ticketing systems to manage and process support actions and requests.
Managed high levels of call flow and responded to technical support needs.
Researched and identified solutions to technical problems.
Offered assistance in implementing and developing training programs.
Diagnosed and troubleshot hardware, software and network issues.

Technical Support Specialist

VALUED RELATIONSHIPS, INC

02.2022 - 06.2023

Technical support for customers in both English and Spanish
Interact daily via phone, mail, email or personally with VRI Customers, Prospective Customers, Case Managers, Home Service Representatives, and VRI team members.
Research, investigate, and respond to all customer technical issues and complaints.
Maintain access to, and security of, highly sensitive materials.
Coordinated customer hardware replacement requests with service facilities.
Explained technical information in clear terms to non-technical individuals to promote better understanding

Technical Specialist

ALORICA

01.2020 - 06.2021

Second level technical support for customers in both English and in Spanish
Provided Technical support for All Microsoft Windows and Apple computers, IOS/iPadOS and Android devices, Smart TVs, and all Bluetooth Wearables
Provided technical support and training on all Costco Technology products.
Coordinated customer hardware repair requests with warranty repair facilities.
Provided Technical Support of Home Security Systems Setup and Configuration.
Provided Remote Technical assistance using LogMeIn Rescue
Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance

Technical Consultant

CREATIVE CARS, LLC

09.2011 - 09.2019

Provided on-site desktop technical support for 50 end-users.
Configured, troubleshoot, and repaired all supported IT systems (Microsoft Windows Dell, Lenovo, and HP PCs; Apple PCs, iPhones, and iPads; Android Phones and Tablets)
Provided user training for all supported software and hardware.
Managed Network Printer services and installation
Tested new technologies and software for future LAN/WAN implementation.
Network Administrator of Company Financial, Inventory, Client, and Sales Databases
Managed All Server Backups.

Tech II

CHICO'S FAS, INC

01.2012 - 01.2015

Monitor Servers and their Services utilizing IP Monitor, System Center Operations Manager, and Microsoft Operations Manager Software
Monitor SAP Business Management Software for start to successful completion of all iDocs, Batch Jobs, and Daily Process Chains
Monitor and assist in managing successful collection and polling of all retail stores daily sales data for marketing reports.
Monitor IBM iSeries/AS400 and manage user access utilizing both Warehouse Management and Pick Ticket Management System Software's
Provide frontline Technical Support (via Phone, Email, GoToAssist, or Track-it!) to all Brand Employee's and assist them to resolve all their technical related issues (e.g., User Password Resets, Network Printing, Wired/Wireless Network Access, Exchange Email Configuration, Citrix Access, VPN Access, on all Windows Computers, Apple Computers, iPad Tablet, iPhone, Android Phone, Blackberry Phone, etc.)
Provide frontline Support in Identification, Escalation, Resolution, and Corporate Notifications of all Severity A, 1, or 2 level events that negatively impact global marketing reports, internet web sales, network services, or network outages.
Maintain accurate reporting of all escalations and events to cement excellent communication between outgoing and incoming shift teams to better serve all Brand Employees
Assist in Weekly and Monthly Backups of Avaya Telephone System.

Operation Support Rep

COMCAST CABLE, Time Warner Cable

11.2003 - 06.2011

Transferred to Operation Support Center Department July 2007 after Comcast took over Time Warner Cable's service area and eliminated all Commercial Grade PC Technician positions.
Promoted to Commercial PC Technician March 2006
Responsible for configuration, installation, and troubleshooting of commercial-grade wired and residential-grade wireless routers (Cisco, Zyxel, Ambit, Netgear, D-Link, Linksys, 2Wire) and their USB/PCMCIA/PCI/ISA network adapters.
Responsible for configuration, installation, and troubleshooting of commercial-grade Sonicwall security devices and VPN access.
Provision digital phone modems, commercial class cable modem routers, and standard cable modems using Comtrac, Cable Data, DPOM, and CSG accounting software systems.
Monitor CMTS Infrastructure utilizing DOCSIS, UDI, and SVP Monitoring Tools
Alert Network Operation Center (NOC) on any Network Outages using Remedy Ticket Tracking System
Advanced knowledge of DOCSIS, UDI, and SVP cable modem monitoring tools, DPOM Digital Voice Management System, and Comtrac, Cable Data, and CSG Billing Systems
Schedule repair services with Dispatch and monitor deployment of PC, Fulfillment, or Line Technicians, verifying customer support quality.
Update and Maintain CSG and Comtrac databases with accurate customer information, documenting resolution of customer related issues.
Instructional system documentation designed and maintained for training Call Center Agents in use of CSG, Remedy, and IP Management Tools
Provide frontline technical phone support in both English and Spanish.

Education