Ray Garcia Valdes
@raygarciavaldes
Technical Support Specialist with 10+ years resolving hardware and software issues across iOS, Android, Mac, and Windows.
United StatesWhat I'm looking for
I’m a resourceful, results-driven Technical Support Specialist with 10+ years diagnosing, troubleshooting, and resolving hardware and software issues across iOS, Android, Mac, and Windows. I’m known for delivering exceptional customer service, managing technical challenges effectively, and maintaining long-term client relationships in fast-paced, remote environments.
In my current role, I provide remote Tier 1 and Tier 2 support for smartphones, tablets, laptops, and smartwatches, troubleshoot iOS and Android device and account issues, and resolve inquiries via phone, email, and chat while maintaining a high satisfaction rate. I proactively recommend solutions that improve user experience and device performance.
Previously, I specialized in hardware support for Dell products and enterprise server systems at Unisys, handling diagnostics, repairs, hardware replacements, and system upgrades to optimize performance. Earlier, I supported Apple devices as a Tier 1 representative and provided mobile activation, software updates, troubleshooting, and billing/insurance support at Asurion.
Experience
Work history, roles, and key accomplishments
Provided remote Tier 1 and Tier 2 technical support for smartphones, tablets, laptops, and smartwatches, troubleshooting iOS and Android device and account issues. Resolved customer inquiries via phone, email, and chat while maintaining high satisfaction.
Specialized in hardware support for Dell products and enterprise server systems, diagnosing and resolving hardware failures to maintain operational efficiency. Completed hardware replacements, system upgrades, and troubleshooting to optimize system performance.
Provided Tier 1 support for iPhones, iPads, and MacBooks by guiding customers through troubleshooting steps, setup, and product recommendations. Handled insurance claims, account updates, and billing support to ensure customer satisfaction.
Provided technical assistance for mobile devices, including activation, software updates, and troubleshooting. Addressed billing inquiries, processed payments, and managed insurance claims while achieving consistently high customer service scores.
Education
Degrees, certifications, and relevant coursework
Keiser University
Bachelor of Arts, Psychology
Earned a Bachelor of Arts in Psychology, graduating May 2016 at Keiser University in Orlando, FL.
Keiser University
Bachelor of Science, Histotechnology
Earned a Bachelor of Science in Histotechnology, graduating August 2016 at Keiser University in Orlando, FL.
Life Academy
High School Diploma, High School
Completed high school and graduated in May 2010 from Life Academy in Florida.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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