- I enjoy helping others and giving back to the community
- Serving in the choir at my church
- Basketball mom and support
TONIA ABREU
Bolingbrook,IL
Summary
Customer-focused professional with successful 20 year career in the Technical Support sector. Developed strong problem-solving, communication, and analytical skills in high-pressure technical environment. Demonstrated ability to manage and resolve complex technical issues while maintaining excellent customer relations. Seeking to transition into a new Customer Success Management role where these skills can contribute to enhancing the customer experience, team success, and innovative solutions.
Overview
24
24
years of professional experience
Work History
Senior Technical Support Engineer
Flexera
03.2016 - 09.2024
- Provided exceptional technical support to customers, partners, and field engineers via email, phone, live-chat, and screen-shares.
- Responded with professional updates to customers within agreed Service Level Agreements (SLAs).
- Troubleshoot and resolved customer issues in a timely manner.
- Created, published, and maintained articles for external Knowledge Base.
- Effectively communicated with Product Management and Engineering regarding defects and enhancement requests.
- Consistently maintained high Customer Satisfaction Ratings, scoring 4.8 out of 5.
- Managed multiple project timelines simultaneously, ensuring all deliverables were met within established deadlines without sacrificing quality or customer satisfaction levels.
- Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
- Maintained strong relationships with key clients through regular communication and personalized support strategies.
- Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
- Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
- Documented faults and bugs for referral to development staff for use in updates.
- Generated reports to track performance and analyze trends.
Technical Support Engineer
Flexera
03.2010 - 03.2016
- Provided exceptional technical support to customers, partners, and field engineers via email, phone, live-chat, and screen-shares.
- Troubleshoot and resolve customer issues in a timely manner.
- Created, published, and maintained articles for external Knowledge Base.
- Communicate effectively with Product Management and Engineering regarding defects and enhancement requests.
- Responded to client support requests and patiently walked them through basic troubleshooting tasks.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Consistently maintained high Customer Satisfaction Ratings, scoring 4.6 out of 5.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Documented faults and bugs for referral to development team for use in updates.
Technical Support Administrator
Flexera (FKA InstallShield)
10.2000 - 03.2010
- Provided exceptional service to customers, partners, and field engineers via email and phone.
- Troubleshoot and resolve customer issues in a timely manner
- Maintained accurate documentation of company policies and procedures for easy reference by Department staff.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function by 85%.
Education
Liberal Arts And Sciences
University of Illinois At Chicago
Chicago, ILBusiness Management
Elmhurst College
ElmhurstSkills
- Strong analytical and problem-solving skills
- Strong interpersonal skills Excellent verbal, written, and listening communication skills
- Successfully conveys and receives intended messages while maintaining relationships
- Ability to handle multiple activities and prioritize activities based on established customer agreements, while maintaining a sense of urgency to provide a positive customer experience
- Experience working with Enterprise-level customers
- Creates and pursues goals that contribute to company success, holds self and others accountable to deliver results
- Adapts and responds to the changing environment and to create opportunities for positive change
- Works to understand and support the needs of others
- Ability to understand and respond effectively to other people with diverse views
- Always puts the best interest of the team ahead of myself
- Takes responsibility for individual, team, organizational and customer success
- Manages time, goals, and priorities to continuously improve and add value
- Experience with Windows and Unix/Linux operating systems, MS SQL Server databases, and SQL queries
- Experience with IIS, Browser/Dev Tools
- Experience working with Salesforce CRM system
- Knowledge of Salesforce products and features and how to deploy
Interests
Timeline
Senior Technical Support Engineer
Flexera
03.2016 - 09.2024
Technical Support Engineer
Flexera
03.2010 - 03.2016
Technical Support Administrator
Flexera (FKA InstallShield)
10.2000 - 03.2010
Liberal Arts And Sciences
University of Illinois At Chicago
Business Management
Elmhurst College
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