Eric Diaz Email & Phone Number

Houston, TX, US

Houston, TX, US

Houston, Texas, US

Houston, Texas, US

• Developed product requirements using Agile methodology and drafted product design to meet customer specification.
• Performed extensive research and competitive analysis to inform product development decisions and improve overall product quality and performance.
• Facilitated customer feedback meetings and transcribed requirements into user stories, prioritized product backlog and assigned tasks to engineering teams.
• Participated in the design and development of prototypes to ensure customer needs and constraints are addressed.
• Conducted regular reviews/refactoring of requirements and performed retrospection sessions to identify improvement areas.
• Drove the development of a new features by collaborating with internal stakeholders and cross teams to identify user needs and product requirements, translating into user stories, and tracking the team's progress.

Houston, Texas, US

• As a help desk support, assisted users with computer related issues, and troubleshooted hardware and software problems on both Windows and Mac platforms.
• Reduced customer complaints by 60% by using critical thinking and troubleshooting to resolve issues for customers within 24 hours.
• Managed and deployed backup solutions for key business systems, reducing the amount of time to recover critical data from an hour to five minutes.
• Managed and monitored anti-virus solutions for end users, resulting in a 75% decrease in malware infections.
• Managed internal systems by performing hardware upgrades and software installations, increasing performance by 20 percent.
• Used RMM tools and scripts to automate software patching on over 1,000 devices, improving the efficiency of the patching process by 10% by reducing the hours for patching devices from 50 hours per month to 45 hours per.

Houston, TX, US

• Provided first line of chat and phone support for users, reducing escalations by 75% while improving customer experience
• Reduced customer wait time by 60% and increased customer satisfaction by 65% by identifying and correcting multiple issues at once for customers with complex, multifaceted problems
• Fixed 85% of DNS and Website related server issues by troubleshooting customer issues, resolving the root cause of the problem, and working with a team of technicians to resolve the issue
• Improved customer satisfaction by 10% by diagnosing and correcting email issues for customers in 2 hours or less