Brian Zepeda
Avaya Corporation
Fontana
29
years of professional experience
Dedicated Senior Customer Support Engineer with extensive experience in network troubleshooting and customer service. Proven ability to enhance service reliability and implement process improvements, driving team productivity and customer satisfaction.
Work History
Senior Customer Support Engineer
28 Years 7 Months- Led troubleshooting efforts for complex customer issues, enhancing service reliability and satisfaction.
- Developed training materials for new support engineers, improving onboarding efficiency and knowledge retention.
- Implemented process improvements that reduced response times, increasing overall team productivity.
- Collaborated with cross-functional teams to resolve escalated technical issues, ensuring timely solutions for clients.
- Mentored junior staff on best practices in customer support and technical problem-solving methodologies.
- Delivered exceptional customer service by maintaining regular communication with clients throughout the support process.
- Mentored junior engineers, promoting skill development and fostering a positive team environment.
- Conducted root cause analysis to identify underlying issues and prevent future occurrences of common problems.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Trained customers to use and maintain equipment to reduce service issues.
Education
High School Diploma
Skills
Network troubleshooting
On-site support
Remote support
Training and mentoring
System configuration
Repair work
Customer support
Network configuration
Device configuration
Equipment installation
Data uploads and downloads
Technical support
User training
Cross-functional collaboration
Helpdesk administration
Troubleshooting and diagnosis
Teamwork
Customer service
Problem-solving
Multitasking Abilities
Reliability
Excellent communication
Adaptability and flexibility
Timeline
Senior Customer Support Engineer
Avaya Corporation
01.1998 - CurrentRead More
St. Paul High School
High School Diploma
Read More