Michael Ballesteros Email & Phone Number

San Antonio, Tx, Us

Fort Mill, Sc, Us

• Installing or upgrading equipment maintained by the company in various field locations• Configuring hardware and software components after installation• Performing routine maintenance on technology equipment• Testing equipment to troubleshoot the issues• Documenting installation and repairs• Maintaining all tools and equipment used during service calls• Teaching customers how to use the equipment properly• Managing the stock of replacement parts and equipment

San Antonio, Texas, Us

-Provide Technical Support remotely, troubleshooting and resolve 30-40+ tickets for USAA employees and contractors on a daily basis-Maintained a 95% customer satisfaction score, along with above average Customer response rate-Assisting with onboarding of new employees, hardware installation, software installation, BitLocker Recovery, Network Troubleshooting, and access requests-Use of ServiceNow to resolve tickets through several queues such as, the Voice Queue, Self Service Queue, and the Quality Control queue-Regular education on Standard Operating Procedures regarding newly implemented Information Technology tools, or new software being implemented

Washington, District Of Columbia, Us

-Respond to customer queries in a timely and accurate way, via email or chat-Identify customer needs and help customers use specific features-Analyze and report product malfunctions (for example, by testing different scenarios or impersonatingusers)-Update our internal databases with information about technical issues and useful discussions withcustomers-Monitor customer complaints on Slack and reach out to provide assistance-Share feature requests and effective workarounds with team members-Inform customers about new features and functionalities-Follow up with customers to ensure their technical issues are resolved-Gather customer feedback and share with our Product, Sales and Marketing teams

Bentonville, Arkansas, Us

-Provides member service by acknowledging the member and identifying members needs-Assisting members with purchasing decisions; locating merchandise-Resolving member issues and concerns; promoting the company’s products and services-Providing guidance and support to members regarding member self-service technology-Processing member purchases; assisting members with payments according to company policies and procedures for different membership and payment types-Assisting members with transactions utilizing registers or self-checkout area.