Gavin Capiral Gobuyan Email & Phone Number

Ventura, Ca, Us

- Perform L1 re-audits, L2-L3 audits, and onboarding quality audits- Collaborate with the training team on providing content for the Quality Audit Programs- Facilitate calibration sessions with partner and internal teams- Prepare and analyze quality reports for management staff reviews- Provide ideas and feedback for improvement to enhance process efficiency, quality, and customer experience- Create and maintain process documentation on an ongoing basis

Santa Barbara, California, United States

- Work on various projects to further improve our customer’s Sonos experience* Create flowcharts in Lucidchart and Salesforce* Assist customers with technical support via Chat* Create/edit GURU cards to improve internal knowledge resources* Review Business Process Reports and provided feedback- Assist the Customer Experience Quality Assurance (QA) team in assessing agent interactions on various sources of communication* Perform Level 1 re-audits, Level 2 audits, and Onboarding Quality Audits* Participate in calibration meetings with a QA manager to improve Quality Audit skills* Provide coaching and feedback to partner agents and supervisors (occasionally communicate with partner managers regarding my ratings)

Santa Barbara, California Area

- Troubleshoot and provide preventative maintenance on Sonos customers/installers' systems, both domestically and internationally* Provide live phone support with the occasional online remote assistance * Engage in e-mail/social media (Facebook/Twitter) troubleshooting conversations with numerous customers* Specialized in network configuration, especially WiFi/Ethernet connections and detecting interference* Prepare detailed escalation notes for Tier 2/3 Engineering Teams* Submit in/out-out-warranty requests for system replacements* Forward customer feedback to departments for potential updates or product releases- Assist in updating product and software wikis for common bugs and fixes- Moderate social media presence on Facebook and Twitter* Communicating with Social Media leads/PR team if extra attention is necessary- Participate in company-only alphas and submit software/hardware issues and feedback

Greater Los Angeles Area

- Troubleshoot and debug company programs and operating systems, both on-site and remote* Update company’s IT Wiki on troubleshooting methods and store/employee information- Maintain ticket queue of various repair or account creation/deactivation requests- Monitor various servers and their processes throughout the day- Prepare inventory projects and direct roles and responsibilities to other IT technicians o HP Warranty Inventory* E-recycle bi-weekly schedules- Participate in hardware moves both in the factory and various stores- Frontline Lead Tech on weekends- Contact utility providers like AT&T, Verizon, Time Warner, and Charter about Phone/Internet repair and maintenance- Occasionally converse and translate from Japanese to English

Oxnard, Ca

Maintained computer components in-house, on the road, and at other offices around Northern California. Operated technical support remotely in several states around the country.

Assisting customers in finding their proper product(s) to construct their computers or repair any network configuration.

Bachelor'S Degree, Computer And Information Sciences, General, A-

Activities and Societies: Asian Club, Ultimate Frisbee, Intramural SportsGraduated with Bachelor's Degree in Computer Information Systems.

Bachelor Of Science (B.S.), Computer Games And Programming Skills

Studied Game Programming

Computer Programming

Learned Python and Microsoft SQL programming

Education record