Steven Calvi
Round Rock
Summary
Flexible Technical Support Engineer with over 5 years of experience helping clients maintain smooth operations. Expertise in various support systems and Customer environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
7
7
years of professional experience
Work History
Associate Technical Support Engineer
Icims
03.2023 - Current
- Diagnose and resolve hardware, software, or network issues by following set procedures or guidelines.
- Provide help via phone, email, or chat to assist clients with technical problems and offer solutions.
- Assist with the installation, configuration, and maintenance of systems or software.
- Record issues, solutions, and troubleshooting steps in a clear, detailed manner for future reference.
- Escalate more complex issues to senior engineers or specialists if they are beyond the associate’s level of expertise.
- Perform basic testing on software or hardware to ensure proper functioning and identify issues.
- Support regular updates and patches to ensure systems remain secure and functional.
- Work with other departments, like development or quality assurance, to improve products and services.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed root cause analysis of reported issues to enact corrections.
Tier 2 Technical Support Specialist
FSG Smart Buildings
08.2022 - Current
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Developed proactive tools to assist customers and internal support organization.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
QA Tester
SmartWebs
04.2022 - 07.2022
- Completed supporting documentation for testing procedures, data capture forms, equipment logbooks and inventory forms.
- Performed routine maintenance and calibration on testing equipment.
- Created testing protocols to be used across product lines.
- Reported problems and concerns to management.
- Conducted investigations into questionable test results.
- Documented and executed detailed test plans and test cases and summarized and logged audit findings for reporting purposes.
- Conducted data review and followed standard practices to find solutions.
Tier 2 Support Engineer
Hotwire Communications
08.2020 - 01.2022
- Performed root cause analysis and general troubleshooting.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with outside departments to implement system-wide improvements.
- Monitored systems in operation and input commands to troubleshoot areas.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Analyzed Service issues to identify troubleshooting methods needed for quick remediation.
Tech Service Agent/Customer Service Representative
Sage Outsource Solutions
04.2019 - 08.2020
- Resolved issues and escalated problems with knowledgeable support and quality service
- Communicated with clients to review contract, answer any questions and learn about their unique scenarios and how to troubleshoot
- Responded to telephone, email and in-person inquiries regarding LOGMEIN operation, use and repair
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Educated customers on company systems, form completion, and access to services.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Entered customer information into customized computer system with SalesForce to document and organize client records.
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
Technical Support Representative
NeoNova Network Services Inc.
04.2018 - 03.2019
- Built and provided basic end-user troubleshooting and desktop support
- Answered incoming calls from residential and small business customers
- Demonstrated professionalism and courtesy with customers at all times
- Managed call flow and responded to technical support needs of customers
- Conducted research to address customer concerns
- Provided base level IT support to non-technical personnel within the business
- Worked closely with team members to meet or exceed all customer service requirements
- Described solutions to customers accurately and persuasively
- Reviewed technical documentation and procedures
- Identified and solved technical issues with a variety of diagnostic tools
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
Education
High School Diploma -
HOLLYWOOD HILLS HIGH SCHOOL
Hollywood, FL06-2015
Skills
- Troubleshooting and Diagnostics
- Technical Support
- Application support
- Software Installation
- Customer Accounts Management
- Help Desk Support
- Multitasking and Prioritization
- Resolving Problems and Incidents
- Technical Troubleshooting
- Jira issue tracking
- Escalation support
Affiliations
Some of my Affilations from jobs or experiences
- Jhon Morelo - Previous co-worker as well as supierior / PH# (954)544-7432
- Shaun Greenfield - Manager at Smartwebs during the time I was there / PH# (512)634-6624
- Francisco Pacheco - Supervisor/Trainer of over 1 year / PH# (305)302-5641
Languages
Spanish
Native or Bilingual
Timeline
Associate Technical Support Engineer
Icims
03.2023 - Current
Tier 2 Technical Support Specialist
FSG Smart Buildings
08.2022 - Current
QA Tester
SmartWebs
04.2022 - 07.2022
Tier 2 Support Engineer
Hotwire Communications
08.2020 - 01.2022
Tech Service Agent/Customer Service Representative
Sage Outsource Solutions
04.2019 - 08.2020
Technical Support Representative
NeoNova Network Services Inc.
04.2018 - 03.2019
High School Diploma -
HOLLYWOOD HILLS HIGH SCHOOL
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