Carlos Rios Email & Phone Number

United States

Drexel Hill, PA, US

Drexel Hill, PA, US

Technical support team lead of 1st and 2nd line support technicians Coordination of support tasks and tickets Providing pre-sales and after-sales support such as technical provisioning of new customers Providing product education and advice to support team / sales team / customers Projects (ongoing service improvements) such as customer migration projects.

Drexel Hill, PA, US

We are a distributor of various Email/Continuity, Archiving, Encryption & Web Security Mail Solutions. including ProofPoint, FuseMail, Reflexion, Sonian, EdgeWave, Symantec, WebRoot, ZixCorp Encryption, and Cisco IronPort Encryption with low minimums. We provide support on implementing solutions for Cloud based/hosted services to global clients. Services.

Munich, DE

• First Level Contact for 44 hospitals nationwide.
• Provided remote support for various Healthcare clinical and financial applications including Invision, Soarian Clinicals, MAK, and MS4.
• Also provided end user support for Windows, Citrix, MS Office, and printing issues.
• Maintain one of the highest 1st level resolution and customer satisfaction rating on my team.
• Handle anywhere from 800-1000 total events (voice and emails) per month.
• Assign problem tickets to 2nd level individuals or group queues via Gems Ticketing System.

Walldorf, BW, DE

• Outlook and RSA SecurID Administrator. Email/Profile configuration, mailbox increases, Distribution Lists, Meeting Place.
• First level support for all SAP employees in North and Latin America via Call and Ticket Dispatch Centers.
• Use SAP CSS ticketing system to enter/resolve Application, Authorization and other end user issues.
• Support/Troubleshoot remote user via telephone, email, and Help Desk web page.
• Set up/Reset passwords for user accounts and Administrate software using Windows 2003 Active Directory Server.
• Assist with Data backup and recovery.

Austin, Texas, US

• Provide hands-on support, leadership, and direction to technical support team as well as oversee the daily operations of the Technical Service shop.
• Motivate and coach technical support team to produce desired high performance results by making sure they troubleshoot equipment problems efficiently and correctly as well as follow up on accounts and issues they come.
• Monitor daily interactions and activities of the team to ensure Exceptional Customer Experience was delivered to Client’s customers.
• Manage all in-store operation activities to suit the needs of the business, as well as tracking and reporting these changes.
• Staff scheduling/coverage
• Perform Mentoring portion of New Associate Orientation.

West Chester, PA, US

• Promoted to a Team Leader position five months after Solectron Global Services took over the technical service department for all Verizon Wireless stores in the Philadelphia Region.
• Provided customer service and customer problem resolution including customer education and demonstration of cellular phones and equipment.
• Diagnosed, serviced, programmed, tested, upgraded/installed software, made minor repairs to and exchanged wireless equipment by utilizing network resources.
• Responsible for timely and accurate completion of all shop paperwork and reports.
• Entered and tracked customer data using the warranty database.
• Used account databases to determine the call details (serving cell, date, time) of dropped calls and ineffective attempts.