William Valdez
Saint George,UT
Summary
Expertise in diagnosing and resolving technical issues while being able to provided excellent customer service. Proven ability to mentor junior technicians and implement process improvements, enhancing service delivery and client satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Level 2 Technician
Mango Voice
St. George, UT
02.2024 - 02.2026
- Diagnosed and resolved customer issues related to VoIP services by collaborating with Development team
- Developed training materials for junior technicians, fostering skill development and knowledge transfer.
- Implemented process improvements that streamlined service delivery and reduced downtime for clients.
- Mentored team members on advanced troubleshooting techniques, boosting overall team competency.
- Led training sessions for junior technicians, fostering a supportive learning environment that encouraged professional growth.
- Configured and maintained network equipment, enhancing system reliability and performance.
- Implemented customized solutions for clients based on in-depth analysis of their specific needs and requirements.
- Assisted in the development of internal knowledge base articles to streamline technician access to relevant information during service calls.
- Maintained a high level of expertise in company-specific systems and software, ensuring seamless integration with client infrastructure during service provision.
- Increased customer satisfaction by providing timely and accurate technical support for Level 2 inquiries.
Level 1 Technician
Mango Voice
St. George, UT
04.2021 - 02.2024
- Diagnosed and resolved customer technical issues through remote support tools.
- Configured VoIP systems for optimal performance and user experience.
- Assisted in onboarding new clients by providing training on system functionalities.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Maintained accurate documentation of troubleshooting procedures and resolutions.
- Provided remote support for employees working offsite using VPN connections or other remote access tools.
- Responded promptly to service requests from users, prioritizing tasks based on severity and impact.
- Documented processes and procedures for efficient knowledge sharing among team members.
- Participated in after-hours emergency support rotations as needed to ensure continuous service availability.
- Supported network infrastructure by performing installations, configurations, and basic troubleshooting tasks.
- Collaborated with team members to resolve complex technical issues, ensuring smooth work operations.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Vocational Program - Information Technology
Dixie Technical College
St. George, UT05-2020
Skills
- Technical support expertise
- Customer communication and empathy
- VoIP systems
- Advanced troubleshooting
- User training
- Teamwork and collaboration
- Highly professional
- Verbal and written communication
Certification
CompTIA A+ Certified
CompTIA Network+ Certified
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Level 2 Technician
Mango Voice
02.2024 - 02.2026
Level 1 Technician
Mango Voice
04.2021 - 02.2024
Vocational Program - Information Technology
Dixie Technical College