HERBERT HENRIQUEZ
About
Detail
Technical Support Specialist/ Telecommunication/ VoIP
California, United States
Résumé
Jobs
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- LIT Aide /Technical Support SpecialistLos Angeles County Justice Care and Opportunities DepartmentDec 2023 - Dec 2024 (1 year 1 month)• Collaborated with a contact center observer to effectively identify and fix technological problems. • Better network connectivity between the network staff and service suppliers. • Setting priorities for incoming technical assistance requests and assigning work appropriately. • Proactive solutions were put in place to stop problems from happening again, which decreased the number of support tickets overall and enhanced the call center. • Used remote desktop tools to provide remote assistance to the call center. • Accurately and reliably identified the underlying causes of technical issues by using diagnostic tools.
Tier 2 VoIP TechnicianBroadvoiceAug 2012 - Dec 2023 (11 years 5 months)• Enhanced client satisfaction through effective technical problem diagnosis and resolution. • Shortened call wait times by efficient job delegation and prioritization of incoming technical help requests. • Proactive solutions were put in place to stop problems from happening again, which decreased the number of support tickets overall and enhanced user experience. • Using remote desktop capabilities, I helped clients remotely, greatly accelerating the troubleshooting process. • Accurately and reliably identified the underlying causes of technical issues by using diagnostic tools. • Helped clients discover problems and provided explanations of fixes to bring back functionality and service. • Oversaw a high volume of calls and addressed VIOP- ITechnical Support SpecialistIKANO Communications IncAug 2011 - Mar 2015 (3 years 8 months)• Answered phone calls from customers and offered technical support. • Field service technicians were sent out to address problems that needed on-site technical support. • Answered incoming calls from Tier 1 experts who needed to investigate and fix complex technological problems. • Assisted Tier 1 support technicians by offering direction and counsel on intricate matters to guarantee the smooth escalation of cases as required.
- PTechnical Customer Support RepresentativePhone PowerMar 2011 - Jul 2011 (5 months)• Support actions and requests were managed and processed via ticketing systems. • Kept thorough records of all communications with customers, noting any solutions offered for future use. • Worked together with colleagues to pinpoint persistent problems and create long-term fixes. • High-priority issues were escalated to the proper departments, guaranteeing prompt resolution and little downtime. • Oversaw several priorities at once while staying committed to providing outstanding customer service.
- IDSL TechnicianIKANO Communications IncMar 2006 - Mar 2011 (5 years 1 month)• Answered phone calls from customers and offered technical support. • Field service technicians were sent out to address problems that needed on-site technical support. • Answered incoming calls from Tier 1 experts who needed to investigate and fix complex technological problems. • Assisted Tier 1 support technicians by offering direction and counsel on intricate matters to guarantee the smooth escalation of cases as required.
- DDSL TechnicianDSLExtremeFeb 2005 - Mar 2006 (1 year 2 months)• Improved user experience through timely resolution of technical concerns. • Oversaw several projects at once while keeping a high standard of precision and effectiveness.
- IComputer TechnicianInsight ServicesMay 2004 - Jul 2004 (3 months)• Conducted troubleshooting to fix issues with computer hardware and software. • Installed, maintained, and repaired a variety of software programs and intricate internal computer hardware.
- CInformation Technology Help DeskCalifornia Commence BankJul 2003• Capable of working both alone and cooperatively in a group setting. • Self-driven and highly accountable for one's actions. • Demonstrated capacity for rapid learning and situational adaptation. • Performed well in hectic work settings.
Education
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- CAssociates Degree in Computer Information TechnologyComputer Education InstituteJan 2002 - Jan 2004 (2 years 1 month)
- CDiploma in Computer Information & Support Specialist RepairComputer Education InstituteJan 2002 - Jan 2003 (1 year 1 month)