Work History

WP Engine - Austin, TX

Customer Support Specialist L1 (July 2017)

Customer Support Specialist L1A ( November 2017 - August 2018)

• Support customer websites through phone and chat
• Highest customer satasfaction rating on shift
• Able to articulate technical issues in a way that is easily understandable
• Able to troubleshoot and issues for multipul cusomers simutaniously
• Flexible and able to cover any gaps in the workload
• Ability to keep calm and cool under presure
• Willing to stay later if needed
• Assisted other techs with their customers issues
• Internal chat escilations

Freelance – Austin, TX

Computer Technician - (2000 - Present)

• Resolved virus and malware issues with a high success rate.
• Set up equipment for customers, including installing cables and hardware.
• Installed software and operating systems on customer computers.
• Restored data, operating systems, files, documents and drivers.
• Built and repaired Dell, Lenovo, Toshiba, Sony, HP, Mac and Custom computers.
• Set up and maintained customer web servers.
• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
• Remote support

Computer Network Center – The Woodlands, TX

Computer Technician (December 2015 – June 2016)

• Installed software, modified and repaired hardware and resolved technical issues.
• Customer Service
• Resolved customer issues in a clear, courteous and straightforward manner.
• Demonstrated professionalism and courtesy with customers at all times.
• Identified and solved technical issues with a variety of diagnostic tools.
• Answered incoming calls from residential and small business customers.
• Operated a POS system to itemize and complete customer purchases.
• Technical Support
• Microsoft Office
• Microsoft Windows | Apple OSX | Linux

Precision Drilling – Reynosa, Mexico

IT Intern - (Summer 2005/2006)

• Set up equipment for 100 employees, including installing cables and hardware.
• Installed software and operating systems on company computers.
• Resolved virus and malware issues with a high success rate.
• Set up and configured hardware and software on company equipment.
• Restored data, operating systems, files, documents and drivers.
• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
• Repaired and replaced hardware, including Hard drives, motherboards, CPU, RAM and power supply units.