Raymond Correa
Technical Customer Support
Sacramento,CA
Summary
Qualified Advanced Technical Support Specialist with 7+ years of helpdesk and customer service experience. Provides comprehensive desktop & mobile device support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist
Whip Networks
Santa Monica, CA
08.2021 - 09.2022
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used Zendesk ticketing systems to manage and process support actions and requests.
- Engaged in technical issues relating to our IOS/Android app
- QA development on how bugs are validated & proper fixes address the root cause.
Apple Technical Support Representative
Apple Inc.
Elk Grove, CA
01.2016 - 07.2022
- Multi-tasked Apple systems while providing service and resolving customer issues, questions, comments or concerns.
- Utilized Internal knowledge system to appropriately document transactions and pertinent interactions.
- Utilized remote diagnostic tools to identify and solve variety of technical issues.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Deployed numerous channels of support by means of email, chat & phone support.
- Assisted customer with various Apple products including Mac, Windows PCs, iPhone & iPad devices.
- Peridical training moduals to ensure proper education on current trends, products and services offered by Apple and third party companies.
Skills
System Provisioning
Timeline
Technical Support Specialist
Whip Networks
08.2021 - 09.2022
Apple Technical Support Representative
Apple Inc.
01.2016 - 07.2022