Eric Tello Email & Phone Number

Austin, TX, US

• Partnered with clients and internal teams to understand business requirements and direct the configuration accordingly.
• Developed and performed quality assurance check points within my team to ensure quality and timely delivery.
• Problem-solved routine to complex issues.
• Provide Level 2 and 3 support to other team members.
• Created and implemented tools that increase quality, security and productivity.
• Tracked status and provided updates in relation to overall implementation process.

Austin, TX, US

• Modified software as necessary including, but not limited to, changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the.
• Regularly troubleshot complex client application, integration and environment issues escalated from Tier 1 support.
• Troubleshot/resolved customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly.
• Thoroughly documented and tracked case histories, issues, and actionable steps taken utilizing a case tracking system. Regularly update customers, via phone, email or client relationship management tool, of ongoing.
• Provided great customer support through direct customer contact, including by phone, email, and case documentation.
• Managed an individual open case queue, while monitoring the team escalation queue.

Austin, TX, US

• Ensured that customer escalations are managed to excellent professional standards and within Q2 policies.
• Maintained customer contact to ensure support for resolution of on-going issues, consistency of approach and smooth cross department co-operations.
• Followed escalation procedures in order to ensure that all customer escalations are tracked and keep all relevant parties informed of actions to resolve issues.
• Demonstrated ownership of customer issues and worked proactively with Q2 departments and vendors to resolve high impact issues in a timely manner.

Austin, TX, US

• Worked within a Support team in order to deliver exemplary professional service to our financial institutions both during regular business hours and part in quarterly 24/7 On Call rotation.
• Investigated issues utilizing logs and audit trail in order to evaluate root cause or corrective action.
• Implemented new Database values in order to allow additional products, users, accounts, product types, features or other actions on the part of the end user or the Financial Institution.
• Wrote custom reports and XML/HTML documents for implementation in the UI. Utilization of Microsoft SQL Manager, TSQL, HTML and Python.

Austin, TX, US

• Provided first-line telephone technical support for the Q2 Solution.
• Troubleshot/resolved basic customer problems.
• Answered phone calls in a high-paced environment within acceptable service levels.
• Accurately recorded cases, including customer comments, proper categorization, and fully document issues for quick resolution without requiring additional contact with the customer to obtain basic details.
• Used available tools, procedures, instructions, and documents to resolve technical problems.
• Thoroughly documented all research/conversations utilizing a case tracking system.

Austin, TX, US

• Collaborated with coworkers to analyze and fix issues within the South by Southwest badge and wristband registration process.
• Reinforced tier 1 desktop support skills by providing support for 25 printers and 50+ MacBooks.
• Bolstered face-to-face customer service skills by breaking down complicated processes into simple explanations that others can understand.

Austin, TX, US

• Strengthened crisis management skills through correcting personal computer related errors during stressful end of semester final exams
• Furthered personal expertise in providing desktop support of an office environment
• Reinforced customer service experience by working with students to diagnose and repair issues with testing software

Austin, TX, US

• Assist in the maintenance of the Tarlton Law Library's computer network on a day to day basis. While also providing tier 1 network support to any students and faculty experiencing computer related issues.
• Honed technical support skills and tier 1 networking abilities
• Worked closely with co-workers to isolate and resolve time-sensitive network errors
• Enhanced qualitative reasoning skills which were then applied to troubleshooting and computer maintenance issues

• Refereed recreational and competitive soccer matches for children 19 years old and younger
• Responsible for applying sound judgment and decision making skills under pressure
• Demonstrated conflict management skills by facilitating parent disagreements

• Showed organizational skills by creating a new system to record swimmers’ times
• Demonstrated computer skills by implementing new software to organize team meets
• Built management skills by running weekly practices