Osman Santos Salgado Email & Phone Number

Garland, Texas, United States

- Respond to customer-submitted tickets, calls and email in a timely manner.- Troubleshoot and guide customers through questions and issues with their account, software and devices.- Identify isolated customer experiences and escalate important issues.- Decoding conversations and identifying the cause.- Prioritizing requests based on severity.

United States

Dallas-Fort Worth Metroplex

- Analyzed customer support incidents by identifying root causes for quick resolution, resulting in 20 case closures per week.- Support Case work; Case Triage reviews;- Represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products. - Solve highly complex level of problems, involving broad, in-depth product… Show more - Analyzed customer support incidents by identifying root causes for quick resolution, resulting in 20 case closures per week.- Support Case work; Case Triage reviews;- Represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products. - Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill. - Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.- Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. - Constant collaboration with Support Engineers at different levels and technology area. - Report software bugs and customer suggestion to the product group. - Write and update technical documentation for knowledge base Show less

- Support Case work; Technical Training; Case Triage reviews; Shadowing- Represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products. - Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently… Show more - Support Case work; Technical Training; Case Triage reviews; Shadowing- Represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products. - Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill. - Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.- Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Constant collaboration with Support Engineers at different levels and technology area. - Report software bugs and customer suggestion to the product group. - Write and update technical documentation for knowledge base. Show less

Garland, Texas, United States

- Troubleshooted roughly 5 to 10 electronics resulting in a decrease in product charge offs- Wiped personal information on approximately 25 electronic devices a day, resulting in more products available for sale.- Provided customer loans based on company guidelines which increased store loan balance- Maintained inventory by performing regular category audits which led to a decrease in lost items- Maintained knowledge on current value of items to correctly price available… Show more - Troubleshooted roughly 5 to 10 electronics resulting in a decrease in product charge offs- Wiped personal information on approximately 25 electronic devices a day, resulting in more products available for sale.- Provided customer loans based on company guidelines which increased store loan balance- Maintained inventory by performing regular category audits which led to a decrease in lost items- Maintained knowledge on current value of items to correctly price available products competitively- Checked identification and proof-of-age and refused loans and firearm sales to underage and unqualified customers Show less

Garland, Texas, United States

- Troubleshooted and wiped 10 to 15 game systems resulting in a decrease in backstock and an increase in sales- Maintained the store clean throughout the business day- Provided customer loans based on company guidelines which increased store loan balance- Researched current value of used products to improve my knowledge and help increase store profits

603 S Plano Rd, Richardson, Tx 75081

- Took approximately 200 orders daily, quickly, and efficiently resulting in an increase in positive customer satisfaction surveys- Demonstrated initiative by assisting kitchen when short staffed- Reconciled cash drawer at the start and end of shift, accounting for errors and resolving discrepancies- Mentored new team members on customer service strategies

Associate Of Science - As, Computer Science

Information Technology

Year Up is a leading one-year career development program with 250 corporate partners around the country. The program includes.

High School Diploma

Activities and Societies: Football, Track and Field, and Cross Country