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
Software Debugging
Performance Optimization
Desktop Component Repair
Mac systems
Software diagnosis
Desktop support
Technical issues analysis
Application support
Customer service expert
PC component diagnostics
User credential management
Windows 10 & 11
Timeline
Technical Support Specialist
Whip Networks
08.2021 - 09.2022
Apple Technical Support Representative
Apple Inc.
01.2016 - 07.2022