Summary
Overview
Work History
Education
Skills
Timeline
Generic

VICTOR PRADO

West Palm Beach,FL

Summary

Qualified Advanced Technical Support Specialist with many years of helpdesk and ticketing systems, used service now. Did troubleshooting. Provides comprehensive product and service support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Approached each day and unique challenges with enthusiasm, patience and humor. High-energy Recreational Leader adept at developing exciting calendar events to maximize budgetary resources while fulfilling community desires. Talented problem-solver with personable and open style.

Overview

14
14
years of professional experience

Work History

Remote Dialysis Support Tech

Baxter
  • ICU nurses reported to me when having issues during treatment
  • Issues include ,air in blood, solutions not fully filler or catheters were correctly placed There were new medical scenarios daily, handled with extreme care, HIPA applied.

VOE & NOC

Glotel - Clearwave Fiber
08.2022 - 04.2023
  • Responsible for deploying maintaining voice services
  • Troubleshooting and resolving Customers Telecommunication systems Issues
  • Using SNOW to resolve and review issues
  • Working with Ticketing Systems, creating tickets and resolving issues
  • Provides Technical expertise to the helpdesk, install teams about voice related problems
  • Asset the team as a technical resource when Hosted voice demonstrations are needed and/ Or site assessments
  • Develops Client system documentation
  • Actively participates in triaging voice & network related issues in correlation to voice platforms
  • Provides help desk support including Analyzing and resolving end-user issues
  • Problem management (determining permanent solutions to unique or chronic problems) involves.

Technical Support Specialist

Comcast
01.2020 - 08.2022
  • Analyze records and logs to spot underlying trends and potential issues and monitored systems in operation and input commands to troubleshoot areas
  • Using snow to view analyze and see the next step's
  • Repairs using SNOW as the ticketing system Resoling issues
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
  • Test, evaluate, and make decisions prior to the release of new technology for the business
  • Resolved diverse range of technical issues across multiple systems and applications for customers across various time zones
  • Support the implementation of new solutions or applications
  • Establish accounts for new users and assist with password or login problems
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Accept constructive criticism and customer feedback regarding their experience with software or IT services
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Customer Service Advocate

United Healthcare Health Plans
06.2017 - 01.2020
  • Assisted each customer by reviewing and explaining documents for client comprehension, insurance types, coverage prices, policies and procedures
  • Worked with service now, while able to view orders and make adjustments
  • Working with Ticketing Systems, creating tickets and resolving issues
  • Service Now ticking system
  • Troubleshooting of desktops/laptops and other software and hardware's
  • PC Builds, Repairs work
  • Communicated effectively with members of operations, finance and clinical departments
  • Resolved discrepancies in insurance payments by collaborating with carriers, assisting members with claims
  • Obtain and examine all relevant information in order to assess the validity of complaints and to determine possible causes
  • Recommend improvements in products, service, billing methods and procedures.

Sales/Customer Service Team Lead

Global Response
02.2014 - 06.2017
  • Started with placing sale orders, became a Team Lead 2 weeks into the account assignment
  • In charge of a group of agents, enforced breaks and provided guidance
  • Managed and prepared invoices for customers, paid supplier invoices, ran reports
  • Made sure all orders were made correctly, handled complaints and any issues brought to our attention
  • Engaged in damage control, look for fraudulent accounts and purchases
  • Handle all shipping issues, returns, replacements and refunds
  • Created and maintained spreadsheets for all sale orders for the company.

Customer Service Representative

Teleperformance, McGraw-Hill Education
02.2011 - 02.2014
  • Promoted 3 times within time period
  • From customer service to technical support for McGraw-Hill Learning programs
  • Started with assisting students register for college courses
  • Then, I assisted instructors with other computer errors and assist with rosters and grading changes
  • Final promotion, my job was to resolve programs errors, coding, script issues, loaded software, granted permissions and configured hardware.

Floor Supervisor/Cashier

Winn Dixie Supermarket
02.2009 - 02.2011
  • In charge of training new employees
  • Worked on with ServiceNow program
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
  • Conducted inventory to determine optimal stock levels, worked with store manager to set up visually appealing layout for store merchandise
  • Built positive relationships with customers to increase repeat business.

Education

High School Diploma -

Texas Success Academy
Arlington, TX
09.2020

Skills

  • Technical issues analysis
  • Performance optimization
  • Troubleshooting and Diagnostics
  • Remote monitoring and management (RMM)
  • Manage PC Builds, Repairs
  • MAC & Windows
  • Service Now ticking system
  • Now for IT work
  • Troubleshooting of desktops/laptops and other software and Hardwares PC Builds, Repairs work
  • Highly skilled customer service
  • Detail-oriented, with strong organizational skills
  • Dependable, dedicated and team player
  • Service Now
  • Desktop Support / End user support
  • Meta, Aruba, SMX, Calix, IBM, VoIP, Oracle, Citrix SNOW,Cisco
  • Working with Ticketing Systems, creating tickets and resolving issues
  • Group Supervision
  • Teamwork and Collaboration

Timeline

VOE & NOC

Glotel - Clearwave Fiber
08.2022 - 04.2023

Technical Support Specialist

Comcast
01.2020 - 08.2022

Customer Service Advocate

United Healthcare Health Plans
06.2017 - 01.2020

Sales/Customer Service Team Lead

Global Response
02.2014 - 06.2017

Customer Service Representative

Teleperformance, McGraw-Hill Education
02.2011 - 02.2014

Floor Supervisor/Cashier

Winn Dixie Supermarket
02.2009 - 02.2011

Remote Dialysis Support Tech

Baxter

High School Diploma -

Texas Success Academy

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