Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Brian Palacios

Dunwoody

Summary

Accomplished customer service expert with over 10 years of experience in a fast-paced, detail-oriented environment. Collaborative and goal-driven, this professional has contributed to communications, customer service, and project management in previous roles. Through their efforts, they have developed effective team strategies and implemented business improvements that consistently meet and exceed customer expectations. Currently seeking an opportunity to showcase their talents in an organization that shares their passion for growth, people, and security. With a strong background in troubleshooting hardware and software issues, they are experienced in ensuring optimal system performance and maintaining user productivity. Their technical skills enable them to provide seamless support while fostering user satisfaction and operational efficiency through effective communication and exceptional customer service.

Overview

9
9
years of professional experience

Work History

Tier 2 Desktop Support Specialist

Qmatic Corp.
02.2023 - 02.2024
  • Providing support for computer hardware, software and peripherals on the customers network
  • Remote into client servers identifying and resolving network issues, such as hardware, software, and connectivity problems
  • Work in close cooperation with project management, sales and end users
  • Perform equipment repairs or upgrades when appropriate
  • Creating and maintaining documentation for network configurations, troubleshooting steps, and procedures

Tier 2 Agent Executive Escalations / Tier 1 Subject Matter Expert

Fiserv, Inc.
01.2022 - 02.2023
  • Responding to inquiries that are complex in nature and diagnosing issues
  • Ownership of issue resolution and coordination with external teams such as product development and software teams
  • Responsible for Install, configuring and re-provisioning of hardware and software on Major Accounts
  • Assisted in training of new hires incorporating peer training knowledge gained in a certification program and reinforcing standard operating procedures

Bilingual Tier 1 Agent

Fiserv, Inc.
11.2020 - 10.2021
  • Technical support for all Clover Point of Sale devices to merchants across the country and Puerto Rico
  • Handled cases over the phone or via email
  • Guided new merchants to set up and provided training on Point of Sale devices
  • Handling problem recognition, research, isolation, and resolution steps
  • Supporting application, hardware, and software products

Customer Satisfaction Specialist

Motivated Print
08.2015 - 03.2020
  • Provided software support in a Windows environment
  • Explained to customers how to implement problem-solving process
  • Taking incoming calls, emails, handling case tickets
  • Diagnosed and effectively documented problems and solutions
  • Escalated unresolved issues to the next level of support
  • Constantly finding ways to improve customer support service
  • Managed cases and work projects concurrently
  • Worked within a team or independently as needed
  • Worked efficiently in a fast-paced and detail-oriented environment maintaining a high standard of quality

Education

No Degree - Intro to Computer Sciences

Georgia Highlands College
Cartersville, Georgia

Bachelor of Science - Cybersecurity With Focus in Network Security

Kennesaw State University
Kennesaw Georgia
05-2026

Skills

  • Experience configuring hardware
  • Extensive troubleshooting experience
  • Experience with Remote Desktop Tools
  • Familiarity with ticketing systems like Jira
  • Familiarity with ticketing systems like Zendesk
  • Familiarity with ticketing systems like ServiceNow
  • Experience with Windows
  • Experience with Linux
  • Proficient with Microsoft Office
  • Proficient with Microsoft Teams
  • Strong communication skills
  • Strong interpersonal skills
  • Experience with providing support on premises
  • Experience with providing support remotely
  • Comfortable leading meetings
  • Eager to expand knowledgebase

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Tier 2 Desktop Support Specialist

Qmatic Corp.
02.2023 - 02.2024

Tier 2 Agent Executive Escalations / Tier 1 Subject Matter Expert

Fiserv, Inc.
01.2022 - 02.2023

Bilingual Tier 1 Agent

Fiserv, Inc.
11.2020 - 10.2021

Customer Satisfaction Specialist

Motivated Print
08.2015 - 03.2020

No Degree - Intro to Computer Sciences

Georgia Highlands College

Bachelor of Science - Cybersecurity With Focus in Network Security

Kennesaw State University

Similar Profiles

CREATE PROFILE
Brian Palacios