Francisco Nicholas Peralta
Fresno
Summary
Highly-skilled technical professional prepared to provide exceptional technical support and troubleshooting. Proven ability to manage and resolve complex technical issues with focus on enhancing user satisfaction. Strong emphasis on team collaboration and adapting to evolving technological needs, leveraging problem-solving and communication skills to drive results.
Overview
18
18
years of professional experience
Work History
Technology Support Specialist
SinglePoint Outsourcing
04.2019 - Current
- Devised solutions to operations issues related to Worklio and TiimeWorksPlus, working closely via phone, email, live chat and web teleconference.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Trained and supported end-users with software, hardware and use processes.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Performed tests of functionality, security and performance of different workstations and devices.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Submitted service tickets for software and time clock maintenance requests.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Resolved issues with systems and hardware quickly and accurately.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Developed user-friendly training materials to facilitate quick adoption of new technologies among team members and clients alike.
- Evaluated emerging technologies for potential incorporation into company systems, staying abreast of industry trends to maintain competitive advantages in service offerings.
- Managed incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary.
- Facilitated knowledge sharing among team members through regular meetings, documentation updates, and training sessions on new technologies or best practices.
- Delivered successful technology projects by effectively collaborating with team members, vendors, and stakeholders from various departments within the organization.
- Improved team collaboration with regular communication, transparent task assignments, and clear expectations for each project phase.
Customer Service Representative \ Dispatcher
Matson Alarm Co. Inc
06.2016 - 04.2019
- Built long-term customer relationships and advised customers on purchases and promotions.
- Provided an elevated customer experience to generate a loyal clientèle.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Politely assisted customers online and via telephone.
- Routinely answered customer questions regarding merchandise and pricing.
- Learned, referenced and applied product knowledge information.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Promoted the business as a superior provider committed to efficiency and accuracy when engaging with customers.
- Directed calls to appropriate individuals and departments.
- Asked open-ended questions to assess customer needs.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Communicated effectively with customers, answering questions and concerns regarding systems.
- Accurately read, understood, and carried out written instructions.
- Supported technicians with both fire and burglary alarm programming.
- Experience in DMP and Honeywell / First Alert alarm panels.
- Handled scheduling and report filing of fire inspections.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Dispatcher
Pick-A-Part Auto Wreaking
02.2009 - 01.2016
- Oversaw all safety and inspection logs for drivers.
- Answered an average of 40 calls per day by addressing customer inquiries, solving problems and providing dispatch information.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging dispatching center environment.
- Maintained continuous communication channels with supervisors and workers to sort their work related issues and doubts.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Communicated with vendors regarding tow availability and special orders.
- Worked directly with clients and management to manage daily tasks.
- Analyzed documents for appropriate distribution and filing.
- Maintained records related to delivery and customer receipt
- Oversaw daily office operations for staff of 2 employees.
- Oversaw inventory and office supply purchases.
- Trained new employees on multiple car buy programs and data entry.
- Scanned documentation and entered into the database.
- Produced daily reports using advanced Excel spreadsheet functions.
- Communicated with domestic offices to arrange metal shipments.
- Adhered to all related company policies and government regulations.
- Gathered, logged and monitored all shipping data.
- Managed shipment schedules to maximize productivity and cut costs.
- Prioritized order security, accuracy and on-time pickup and delivery.
- Established long-term customer relationships through prompt and courteous service.
- Communicated all emergencies, delays due to weather and carrier schedule changes to customers and supervisors.
- Worked closely with drivers on a daily basis, dispatching and providing excellent customer service.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Stocker / Store Clerk
Grocery Outlet
04.2007 - 02.2008
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Scanned shelves and product cases for expired stock and discarded outdated or spoiled items.
- Weighed and labeled products.
- Cleaned grocery shelves, storage area and work areas and kept floors free of spills, water and hazardous debris.
- Developed knowledge about products and sales items to answer shoppers\' questions.
- Unloaded customer bags into cars.
- Unloaded trailers, received merchandise, verified orders and broke down produce loads.
- Collected empty carts and returned to the store.
- Assisted guests with finding items.
- Addressed guest concerns and resolved all issues to guests\' satisfaction.
- Adhered to safe work practices.
- Maintain clean, neat and properly stocked check stand area.
- Processed monetary transactions with cash, checks, gift certificates, travelers\' checks, food stamps, coupons and store credit.
- Maintained stockroom and warehouse.
- Kept cases and shelves clean and well stocked.
Education
High School Diploma -
Clovis East High School
Clovis, CA2004
Skills
- Professional phone and chat etiquette
- Excellent communication skills
- Project management
- Articulate and well-spoken
- Customer service-oriented
- Flexible
- Accurate and detailed
- Excellent planner and coordinator
- Works well under pressure
- Social media knowledge
- Spreadsheet management
- Report analysis
- Trusted key holder
- MS Windows proficient
- Quick learner
- Data entry
- Microsoft Excel expertise
- Patient scheduling
- OSHA compliance
- Quality assurance
- Proactive
- Report development
- Filing and data archiving
- Time management
- Organizational skills
- Meticulous attention to detail
- Self-motivated
- Leadership experience
- Decision-making ability
- Effective communication
- Excellent computer skills and knowledge
- Interpersonal skills
- Computer proficient
- Security and burglar alarms
- Fire alarm systems
- Customer service
- Burglary / fire alarm programming
- Customer service for web-based HR & Payroll software
- Customer service for web-based software
- Managing new web-based software rollout to clients
- Transitional support
Timeline
Technology Support Specialist
SinglePoint Outsourcing
04.2019 - Current
Customer Service Representative \ Dispatcher
Matson Alarm Co. Inc
06.2016 - 04.2019
Dispatcher
Pick-A-Part Auto Wreaking
02.2009 - 01.2016
Stocker / Store Clerk
Grocery Outlet
04.2007 - 02.2008
High School Diploma -
Clovis East High School
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