Sicaro B.

Technical Support & Technical Training Manager at Informatics Holdings, Inc.
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Contact Information
us****@****om
(386) 825-5501
Location
Wylie, Texas, United States, US

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Credentials

  • Basic Customer Service Quiz
    LiveChat - customer service software
    Jul, 2017
    - Oct, 2024
  • Intermediate SQL
    University of Texas at Arlington Division for Enterprise Development
  • Microsoft Certified Professional
    Microsoft
  • Project Management Applications
    Collin College
  • Web Developer 1
    Collin College

Experience

  • Informatics Holdings, Inc.
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Technical Support & Technical Training Manager
      • 2014 - Present

      • Manage 3 Tiers of Hardware and Software support. • Responsible for Recruiting, Interviewing and Training • Establish and implement department goals, objectives and operation procedures. • Prioritize escalations and implement solutions to improve efficiency. • Analyze service levels, issue trends and department productivity. • Collaborate with Quality Assurance, Software Development and Hardware Development teams for the companies on premise and SaaS products. • Monitor and assist with critical escalations from US and UK Support Specialists. Show less

  • Wasp Barcode Technologies
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Technical Support Specialist II
      • 2011 - 2014

      • Provide superior product support to Technical Support Specialists as well as internal and external customers. • Approve hardware return merchandise authorization (RMA). • Test, flash and repair in warranty or out of warranty hardware. • Proficient at investigating elevated issues by seeking known solutions. • Work directly with Software and Hardware Development teams to resolve more complex tickets. • Responsible for developing and updating employee and customer facing knowledge base. • Accurately maintain ticket documentation of all supported incidents in Footprints and kayako software. Show less

  • AT&T
    • United States
    • Telecommunications
    • 700 & Above Employee
    • Escalations Lead, Tier 2 Technical Support
      • 2009 - 2011

      Provide highly regarded technical support with field technicians in 11 states. Process trouble ticket reports, run diagnostic tests, collaborate with field reps, and convey information to resolve challenging technical issues. Proficient in diverse software tools and accurately document all service issues in SharePoint and CRM software. • Hand-selected as one of 35 for a new position, the Frequent Dispatch Resolution (FDR) Team tasked with reducing the company’s most chronic service calls. • Consistently maintain a 3% and 7% rating on repeat calls, which is well below the company avg. • Selected as part of a 15-member team with managers and supervisors that brainstormed and implemented new strategies to improve the morale and production of the department. • Serve as a key contact to identify needs and quickly resolve escalated customer calls. • Completed 6-weeks of in-depth technical training on installations and repair of premise communications equipment for both voice and data communications for new U-verse service from AT&T. Show less

  • Apple
    • Indonesia
    • Software Development
    • 1 - 100 Employee
    • Apple Care Support Specialist
      • 2009 - 2009

      • First and Second touch technical issue resolution via telephone. • Provide assistance using hardware and software involving Apple products. • Assist with software uninstall and installation • Maintain records of daily communication transactions, problems and remedial action taken • Answer and assist Tier I inquiries regarding computer software and hardware operation to resolve network connectivity and usability issues. • First and Second touch technical issue resolution via telephone. • Provide assistance using hardware and software involving Apple products. • Assist with software uninstall and installation • Maintain records of daily communication transactions, problems and remedial action taken • Answer and assist Tier I inquiries regarding computer software and hardware operation to resolve network connectivity and usability issues.

  • The Smoothie Factory
    • Food and Beverage Services
    • 1 - 100 Employee
    • Assistant Director of Store Operations
      • 2002 - 2007

      Strategically monitored store operations to maximize sales. Aided in recruiting and training potential franchisees and future franchise owners. Assisted in coordinating location build out with General Contractor. Managed the recruitment, selection, training, development and performance of store personnel. Evaluated store locations in DFW, Austin & Houston for system adherence. Provide support for PC, Network and POS software/ hardware issues for corporate office & franchise stores. Created and maintained relationships with national vendors, suppliers and distributors. • While under 3 different company Presidents, promoted from Store Associate to Store Manager, District Manager and Asst. Director of Store Operations. • From 2003 to 2007 only the 2 Co-Founders of the company and I were employed by Smoothie Factory Corporate. • Supported Co-Founders with franchise sales and transfers. Show less

  • Verizon
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Network Analyst
      • 2000 - 2001

      • Received inbound calls from end users regarding network login issues. • Monitored kiosk and traditional retail network access activity. • Opened and closed team member network login accounts. • Performed remote software based network troubleshooting for end users in the Southwest region. • Received inbound calls from end users regarding network login issues. • Monitored kiosk and traditional retail network access activity. • Opened and closed team member network login accounts. • Performed remote software based network troubleshooting for end users in the Southwest region.

  • Microsoft
    • United States
    • Software Development
    • 200 - 300 Employee
    • Technical/Outlook Router – Tier II Support,
      • 1999 - 2000

      • Received/Routed inbound warranty and non-warranty calls from customers seeking personal support. • Troubleshoot and resolved technical support issues for Microsoft products including Windows, Word, Excel, Outlook, Internet Explorer and Microsoft hardware. • Quick first-touch resolution for top issues with all versions of Outlook and Net Meeting. • Documented clear and concise comments regarding customer problems and resolution. • Properly escalated issues in accordance with established procedures. Show less

  • Hewlett-Packard
    • United States
    • Information Technology & Services
    • 300 - 400 Employee
    • Tier I Support Specialist
      • 1998 - 1999

      • Received/Routed inbound warranty and non-warranty calls from customers seeking personal support. • Troubleshoot and resolved software and hardware issues for Hewlett Packard desktop PCs. • Properly escalated issues in accordance with established procedures. • Assisted MITs (Tier II Specialist) with escalated issues when needed. • Received/Routed inbound warranty and non-warranty calls from customers seeking personal support. • Troubleshoot and resolved software and hardware issues for Hewlett Packard desktop PCs. • Properly escalated issues in accordance with established procedures. • Assisted MITs (Tier II Specialist) with escalated issues when needed.

Education

  • Austin Community College
    Computer Science
  • Prairie View A&M University
    Mechanical Engineering

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