Open to opportunities

Pedro Cooper

@pedrocooper

Message

Highly motivated Product Support Specialist with technical support expertise.

United States

Message

What I'm looking for

I am looking for a role that values collaboration and offers opportunities for growth.

I am a highly motivated Product Support Specialist with a Bachelor’s degree in Sociology from the University of Michigan. My experience spans providing technical support for enterprise-level software and hardware, where I have developed a proven track record of resolving complex issues and ensuring customer satisfaction. I pride myself on being a strong collaborator with excellent problem-solving skills, which has allowed me to effectively assist customers and enhance their experience.

At Thomson Reuters, I have successfully handled customer inquiries and provided technical support for various products. My role involves resolving issues through e-mail and web-based sessions, collaborating with end users and internal stakeholders to ensure swift resolutions. I continuously seek to improve my knowledge through research and self-learning, which has been instrumental in identifying and solving complex issues efficiently.

Experience

Work history, roles, and key accomplishments

Current

Product Support Specialist

Current

Thomson Reuters

Nov 2021 - Present (3 years 7 months)

Provided comprehensive technical support for enterprise-level software, hardware, and online products, resolving customer inquiries through email and web-based sessions. Collaborated with various stakeholders to quickly resolve complex issues, ensuring high customer satisfaction.

Technical Support Enterprise Software Customer Service Collaboration Research

Business Development Associate

Infinity Contact

Nov 2017 - Jun 2018 (7 months)

Achieved Sales Excellence Awards in March and February 2018, demonstrating strong performance in business development. Engaged in activities to drive business growth and client acquisition.

Business Development Sales Customer Service

Information and Technology Senior Consultant

University of Michigan

Sep 2012 - Mar 2016 (3 years 6 months)

Designed and implemented IT system solutions for clients, including the Reach Initiative, applying effective consulting methods. Assisted faculty, staff, and students with Campus Computing Sites facilities and services, and analyzed printing systems to identify cost-saving opportunities.

IT Consulting System Design System Implementation Technical Support Data Analysis Project Management Client Services Troubleshooting

Technical Support Representative

Thomson Reuters

Nov 2020 - Present (4 years 7 months)

Delivered accurate and value-adding technical and customer service support to North American UltraTax CS customers via phone and email. Resolved issues by utilizing complex information systems and independently conducted training courses.

Technical Support Customer Service UltraTax CS Training Delivery Customer Support Email Support Phone Support

Regional Education Consultant

Zeta Psi Fraternity, Inc

Aug 2016 - May 2017 (9 months)

Consulted on regional education initiatives, contributing to the development and implementation of educational programs. Provided guidance and support to various chapters within the fraternity.

Program Development And Guidance)Support

Education

Degrees, certifications, and relevant coursework

University of Michigan

Bachelor of Arts, Sociology

Completed a Bachelor of Arts degree focusing on sociological theories and research methods. Gained a comprehensive understanding of social structures, human behavior, and cultural dynamics.