Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Nicholas Ravelo

Wallkill,NY

Summary

Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing over 15 years of experience in technology and customer support.

Overview

12
12
years of professional experience

Work History

Support Lead

Charter Spectrum
Middletown, NY
06.2018 - Current
  • Provided technical guidance to team members on troubleshooting customer issues.
  • Monitored the progress of escalated cases to resolution.
  • Assisted in the training of new staff members on customer service techniques.
  • Coached and mentored junior support personnel in resolving complex problems.
  • Collaborated with other departments to resolve cross-functional issues.
  • Ensured compliance with established policies and procedures related to customer service operations.
  • Maintained up-to-date knowledge of software and technical developments through reading and training.
  • Documented repair processes and helped streamline procedures for future technical support actions.

Level 2 Technical Support Representative

Epicor Software Corporation
NewBurgh, NY
04.2012 - 06.2018
  • Assisted customers with troubleshooting, installation, configuration and upgrades of software applications.
  • Provided remote access support when needed.
  • Responded to incoming helpdesk tickets within established SLAs.
  • Conducted root cause analysis of complex technical issues to identify solutions or workarounds.
  • Worked closely with vendors to resolve third party product issues.
  • Worked with internal teams to deliver accurate information to customers and service accounts.

Education

Associate of Arts - Liberal Arts And General Studies

Orange County Community College
Middletown, NY
06-2005

High School Diploma -

Cornwall Central High School
New Windsor, NY
05-1997

Skills

  • Advanced Technical Troubleshooting
  • Customer Service Specialist
  • Training And Mentoring
  • Application support
  • Problem-Solving
  • Technical Solution Analysis
  • Escalation Management
  • DHCP/DNS Ethernet and Firewall proficient

References

References available upon request.

Timeline

Support Lead

Charter Spectrum
06.2018 - Current

Level 2 Technical Support Representative

Epicor Software Corporation
04.2012 - 06.2018

Associate of Arts - Liberal Arts And General Studies

Orange County Community College

High School Diploma -

Cornwall Central High School

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