Efrain Trottman

Experience

• 

  Sitel

  Nov 2006 - Jun 2009

  Technical Support Representative

  Provide tech support to customers who have internet services.

• 

  Medtronic

  Dec 2008 - Mar 2009

  IT Tech support Assistant

  My primary function there was assisting on the IT infrastructure, help resolve End Users computer issues and monitor the Computer Network.

• 

  Dell

  Jun 2009 - Dec 2015

  Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc). Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. • Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone. • Assists customers by diagnosing problems and providing resolutions for technical service or care issues. • Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts. • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions. • Identifies, researches and provides input on unique or recurring customer problems. • Remains knowledgeable of Dell’s product line, current industry products and technologies. • Focuses on delivering a positive customer experience according to Dell standards. • Monitors and tracks issues to ensure accurate resolution. • May be involved in revenue generation activities with current Dell customers. • Reviews and distributes pertinent cross-functional information. • Escalates more complex customer technical issues to senior level support. Show less

  • Technical Support Specialist

    Dec 2012 - Dec 2015

  • Client Tech Supt Sr. Associate

    Jun 2009 - Dec 2012
• 

  Quest Software

  Jun 2009 - now

  I serve as a Technical Lead for the KACE (SMA) product.This role requires me to supervise other technicians and assist in finding solutions for complex issues.

  • Technical Support Manager

    Oct 2019 - now

  • Technical Support Advisor

    Jun 2009 - now