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Pablo Cano

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Montgomery Village, United States
Technical Support Specialist at Geneva Software Inc
Joined December 6, 2023

Skills

About
I have over a decade of experience as a technical support specialist, and my expertise in this field is well-established. In addition to my technical background, I have amassed a wealth of customer service experience spanning two decades, working in various environments. Throughout my career, I have honed my skills as a technical support specialist, providing assistance and solutions to customers facing technical challenges. I am well-versed in troubleshooting software and hardware issues, resolving technical problems efficiently, and ensuring customer satisfaction. Moreover, my extensive background in customer service has allowed me to develop excellent communication and interpersonal skills. I have had the privilege of working in diverse environments, which has further sharpened my ability to understand and address customer needs effectively. I am adept at handling customer inquiries, resolving complaints, and providing clear and concise information to ensure a positive customer experience. My combined experience in technical support and customer service equips me with a unique skill set that enables me to not only troubleshoot technical issues but also provide exceptional customer care. I understand the importance of empathy, patience, and attention to detail when assisting customers, and I strive to go above and beyond to meet their needs. In summary, with over 10 years of technical support experience and 20 years of customer service experience, I bring a wealth of knowledge and expertise to any role I undertake. My ability to seamlessly combine technical expertise with outstanding customer service skills makes me a strong candidate in both areas.
Experience
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Geneva Software Inc
Nov 2014 – Present
Remote
Technical Support Specialist
Provide technical support for multiple web-based applications for HUD. Assist users nationwide with system navigation and troubleshooting complex issues, and served as a point of contact for Spanish-speaking users. Maintain detailed logs of user interactions and assist team members with resolving complex issues. Assigned to the HUD Homestore, Yardi P260 project and YardiOne portal. Troubleshoot and provide resolutions upon initial contact, utilizing password management tools. Escalate or re-assign tickets to other departments. Ensure accurate and up-to-date ticket status and document all support requests through the CRM ticketing system.
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Best Buy
Oct 2013 – Feb 2015
Tyson Corners, VA
Geek Squad Operations Agent
Responsible for providing expert guidance and support to clients, helping them find effective solutions for their technology-related challenges. Educated clients about the range of technology products and services offered by Geek Squad Collaborated with the Best Buy mobile team for smooth device activations and data transfers. Handled returns and exchanges efficiently. Manage phone calls with clients, oversaw shipping and receiving operations, and performed basic repairs and software installations to ensure optimal device functionality.
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Columbia Country Club
Aug 2009 – Aug 2013
Chevy Chase, MD
Assistant Aquatic Director
Responsible for managing a diverse team of over 50 individuals, including pool operators, lifeguards, instructors, front desk staff, and swim team coaches. Effectively delegated duties and responsibilities to the aquatic department staff and organized and implemented weekly schedules. Additionally, managed inventory of chemicals and supplies, as well as ordered necessary equipment. Top priority was ensuring the safety of over 400 members and campers who utilized the facility on a daily basis.
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Future Media Concept
May 2009 – Aug 2010
Washington, DC
Digital Media/ IT Intern
Provided networking/desktop support and performed mainframe and account maintenance tasks. Handled technical troubleshooting within an enterprise environment, such as system crashes, slow-downs, and data recoveries. Additionally, the role included installing and deploying programs to workstations for classrooms, assisting with classroom set-up, providing telephone support, and supporting marketing and administrative activities. The job required a wide range of skills, from managing system performance and software on web servers to supporting end-user desktop systems and local area networks.
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