Nelson Garcia Jimenez
Woodbridge, VA 22191,VA
Summary
Dedicated Technical Support Specialist with over 10 years of experience resolving complex technical challenges and ensuring customer satisfaction. Skilled at managing customer relationships, providing user training, and leveraging technical insights to drive process improvements. Proficient in troubleshooting software and hardware issues, collaborating with teams to enhance solutions, and simplifying technical concepts for diverse audiences. Known for a customer first approach and consistently high satisfaction metrics.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
IBASET
05.2022 - Current
- Provide front-line technical assistance to users, resolving issues efficiently and minimizing system downtime.
- Develop a deep understanding of the software to deliver expert guidance and tailored support to customers.
- Accurately document customer interactions using ticketing systems like Zendesk, reported issues, and implemented solutions ensuring comprehensive records for follow-up and management review.
- Develop and maintain training documentation, leveraging CRM tools and computer skills, and fostering a growth mindset to support both internal staff and end users.
- Collaborated with cross-functional teams to escalate and resolve complex customer issues in a timely manner, resulting in increased customer satisfaction and retention.
- Consistently achieved an average CSAT score of 99.5% by being result driven and organized, demonstrating a commitment to excellence and customer satisfaction.
Customer Support Specialist
Trapollo LLC
06.2020 - 05.2022
- Performed phone-assisted installation of Trapollo’s remote health monitoring kit and peripheral devices (tablets, cell phones, medical monitors).
- Maintained accurate records of interactions, providing detailed data for internal reports and process refinement.
- Created and managed RMAs for faulty equipment returns to the manufacturer.
- Consistently met daily goals for actioned tickets, inbound calls, and SLA adherence.
- Provided technical training sessions to new hires and junior team members to ensure consistent support quality.
- Improved first-call resolution rate by 15% and maintained a customer satisfaction score above 98%.
Snap Care Team Lead (Call Center)
Inova Health System
01.2016 - 01.2019
- Managed call queues and monitored calls daily for coaching purposes.
- Prepared reports and documented coaching sessions, working with the Call Center Manager on development action plans.
- Coordinated with IT and healthcare teams to address technical issues affecting call center operations, ensuring minimal disruption to patient services.
- Guided team members in professional growth and performance enhancement through clear goal-setting, reflective listening, and promoting equity and a growth mindset, resulting in an 18% improvement in team performance metrics.
Branch Supervisor
PNC Bank
01.2013 - 01.2016
- Monitored, identified, and worked with the branch manager to improve performance concerns and implemented solutions.
- Responded to customer inquiries and concerns, performed various types of payments, and compiled information for teller performance reports.
- Successfully led a team to achieve top performance in the region, implemented process improvements that reduced transaction errors by 25%, and maintained high levels of customer satisfaction.
Education
Associate Degree in Graphic Design -
Westwood College
VirginiaAssociates of General Studies -
Northern Virginia Community College
VirginiaSkills
- Expertise in diagnosing and resolving technical issues for software and hardware
- Skilled in using tools like Zendesk and JIRA for managing support cases and documenting solutions
- Experienced in training customers and team members on technical systems and workflows
- Strong interpersonal communication skills, capable of explaining technical concepts clearly to non-technical audiences
- Proven ability to track and analyze user feedback for continuous improvement
- Bilingual: English and Spanish
Certification
CompTia A+
Timeline
Technical Support Specialist
IBASET
05.2022 - Current
Customer Support Specialist
Trapollo LLC
06.2020 - 05.2022
Snap Care Team Lead (Call Center)
Inova Health System
01.2016 - 01.2019
Branch Supervisor
PNC Bank
01.2013 - 01.2016
Associate Degree in Graphic Design -
Westwood College
Associates of General Studies -
Northern Virginia Community College
Similar Profiles
Larissa VIYOFFLarissa VIYOFF
Caregiver/CNA at Brightstar of ManassasCaregiver/CNA at Brightstar of Manassas
Velvettea GreeneVelvettea Greene
Customer Service Representative at Whole Food MarketCustomer Service Representative at Whole Food Market
Tonia MooreTonia Moore
Senior VIEW Social Caseworker at City of Richmond Dept of Social ServicesSenior VIEW Social Caseworker at City of Richmond Dept of Social Services
Ryan WileyRyan Wiley
Customer Support Specialist/IT Technical Support Specialist at B2DatastreamCustomer Support Specialist/IT Technical Support Specialist at B2Datastream
Salah Amin LoualiSalah Amin Louali
User Support Specialist/IT Technical Support Specialist at Norwich UniversityUser Support Specialist/IT Technical Support Specialist at Norwich University