Steven Viscarra Email & Phone Number

Artesia, California, United States

Remote

Artesia, California, United States

Irvine, California, United States

• Provide visibility into Global Customer Defects to ensure effective and efficient use of Engineering resources with the greatest net benefit to global customer base.
• Analyze global operational performance and metrics using data mining techniques from existing databases, records, and observations to identify opportunities for improvement across regions.
• Key advocate for product quality and overall customer experience
• Test and provision equipment as needed to support the quality needs of the business to support defect discovery and elimination.
• Monitor & Audit Tier 1 Support Quality for Multiple Regions (UK, US, MX)
• ITIL Training and Structure Implementation

Garden Grove, California

• Level 2 and Level 3 escalation cases from Support to ensure root case of issue is found quickly and effectively.
• Handle High Risk Customer issues to ensure High Level of Customer Satisfaction.
• Identify, Replicate, Validate and Document Software/Hardware Bugs or Defects for Escalation to Engineering.
• Analytical and critical thinking skills used to determine the root cause of an issue and effectively deliver a resolution.
• Strong customer service, professional phone etiquette, and excellent communication skills.
• Stand in for Team Lead, Compiling and Analyzing various KPIs for the Team and US Support Organization.

Garden Grove, California

• Analytical and critical thinking skills used to determine the root cause of an issue and effectively deliver a resolution.
• Strong customer service, professional phone etiquette, and excellent communication skills.

Santa Fe Springs, California

Applying technical knowledge to troubleshoot OS and proprietary software issues. Networking, SQL Database, etc Critical thinking skills to problem solve and identify the root cause of system errors. Courteous and professional communication skills to adequately assist customer base. Knowledge of Tax Law and Forms.

Montebello

Downey, California

Assisting with extra curricular Drumline program.

Associate Of Science - As Computer Security & Networking, Computer And Information Systems Security/Information Assurance

Computer Science