Nicholas Montez
Technical Support Specialist
212 Rock Springs Drive New Braunfels,TX
Summary
Computer User Support Specialist with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert operating systems and databases user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
1
1
Certification
5
5
years of post-secondary education
6
6
years of professional experience
Work History
Fraud Analyst
CBE
New Braunfels, TX
09.2019 - Current
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Provided exemplary level of customer service to all individuals, including clients and company personnel.
Technical Support Representative
Home Depot
Austin, TX
06.2018 - 08.2019
- Monitored systems in operation and input commands to troubleshoot areas such as self check out machines and registers.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Conducted in-depth product and issue resolution research to address customer concerns.
Tier 3 Technical Support Representative
Spectrum
Austin, TX
01.2017 - 06.2018
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Technical Support Representative
IBEX Global
New Braunfels, TX
09.2014 - 12.2016
- Monitored systems in operation and input commands to troubleshoot areas such as routers and set top boxes.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Managed high levels of call flow and responded to internet/phone technical support needs.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
High School Diploma -
New Braunfels High School
01.2009 - 08.2013
Skills
Fraud detection
undefinedCertification
CASP+ (Advanced security practitioner) License - oct 2020
Timeline
Fraud Analyst
CBE
09.2019 - Current
Technical Support Representative
Home Depot
06.2018 - 08.2019
Tier 3 Technical Support Representative
Spectrum
01.2017 - 06.2018
Technical Support Representative
IBEX Global
09.2014 - 12.2016
High School Diploma -
New Braunfels High School
01.2009 - 08.2013
CASP+ (Advanced security practitioner) License - oct 2020
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