Steven Calvi
FSG Smart Buildings
Round Rock,TX
8
years of professional experience
Work History
Tier 2 Technical Support Specialist
4 Years- 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
3 Months- 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
1 Year 5 Months- 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
1 Year 4 Months- 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
11 Months- 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
Skills
Quick learner
Skilled in call center operations
Avaya Software knowledge
Goal Driven
Troubleshooting and Diagnostics
Technical Support
Application support
Software Installation
Customer Accounts Management
Help Desk Support
Multitasking and Prioritization
Friendly and Patient
Resolving Problems and Incidents
Technical Troubleshooting
Jira issue tracking
Languages
English Primary Language
Speak Fluent Spanish
Speak Fluent Spanish
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
Timeline
Tier 2 Technical Support Specialist
FSG Smart Buildings
08.2022 - CurrentRead More
QA Tester
SmartWebs
04.2022 - 07.2022Read More
Tier 2 Support Engineer
Hotwire Communications
08.2020 - 01.2022Read More
Tech Service Agent/Customer Service Representative
Sage Outsource Solutions
04.2019 - 08.2020Read More
Technical Support Representative
NeoNova Network Services Inc.
04.2018 - 03.2019Read More
HOLLYWOOD HILLS HIGH SCHOOL
High School Diploma
Read More