Hector avonce IT Support Specialist

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Information Technology Specialist

Insight Solutions

Dec 2023 - Current (2 years 7 months)

Technical Support Specialist

Omni Interactions

Feb 2023 - Aug 2023 (7 months)

Remote Contract job for TurboTax. Helped customers troubleshoot TurboTax's desktop or online application with any issues that were tech related. Would screenshare with customers using Bomgar if the apps integrated screenshare feature wouldn't connect successfully.

Technical Specialist

Lenovo

Dec 2021 - Nov 2022 (1 year)

Remote Lenovo Technical Support for desktops/laptops products. Guiding customers through any issues on their devices ranging from helping customer setup and installing apps, updating drivers, to finding schematics of devices to help find button locations, etc. We would screenshare with customers through Lenovo's integrated support app and see if after troubleshooting everything was corrected.

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Customer Service Representative

Conduit Global

Mar 2021 - Oct 2021 (8 months)

Remote Verizon Wireless Customer Service Representative. Helped customers on the prepaid and post paid accounts adjust plans and features. A majority of this position involved explaining to customer their bills and breaking down any charges in detail. There were also moments where I would help with technical problems on their connected smart devices, sometimes having to guide customers through factory resetting or rebooting.

Technical Specialist

Conduent

Feb 2020 - Jan 2021 (1 year)

Remote Apple Technical Support for their iMac and iPhone devices. When helping customers troubleshoot issues we would sometimes remotely login to their device to screenshare and better help guide the customer to the appropriate settings or menu tab to correct issue. Inform customer of any steps to fix issue and making sure to educate customer to help prevent it from happening again.

Supervisor

The Results Companies

Dec 2018 - Sep 2019 (10 months)

Wellcare Medicare/Medicaid customer service, managing a Spanish line team of 3-5 people. Started off as an agent and got promoted to supervisor for the new spanish line after showing consistency and commitment. Shift would consist of helping insurance members over the phone put in their OTC orders, change PCP, schedule transportation for appoints, change plan, etc. When managing team I had to check and make sure employees were on time for shifts and back from breaks/lunch on time. Provide positive feedback through coachings to employees while helping agent improve calls.

Sales Consultant

Cellular Sales

Apr 2017 - Jul 2018 (1 year 4 months)

Business professional and 100% commission based at three different Verizon retail locations across central Florida. Using high pressure sales tactics with customers to upsell and open new lines/accounts while reaching weekly and monthly KPI metrics. Doing inventory when entering and leaving shift. Every month we had to read one of the listed self-help books that were sent out quarterly and write reports on how we would implement new skills learned into our daily routines.

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Store Manager

MarketSource Inc

Feb 2015 - Mar 2017 (2 years 2 months)

Post paid and prepaid cellphone sales for Verizon, Sprint, and AT&T inside Target retailers. Managed and trained new agents to create rapport with customers to upsell data plans and accessories to increase store revenue. I was moved from locations whenever specific store sales were down or the Target retailer had a bad experience with previous MarketSource representative. My team would consist of 2-4 agents depending on stores customer traffic. Would check inventory, restock cellphone accessories and prepaids in morning while engaging with stores customers trying to generate sales.

Hector avonce

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