Fred Sanchez

over 9+ years of combined experience in customer service, IT support, troubleshooting, and remote assistance. Skilled in supporting hardware, software, internet connectivity, routers, mobile devices. Experienced handling technical escalations, documenting incidents, identifying root causes. Seeking to continue growing within the IT industry as a Helpdesk Associate at NTT DATA Services.

Technical Support Specialist (Intuit QuickBooks Desktop) - Teleperformance

• Provide technical support for Intuit QuickBooks Desktop.
• Troubleshoot software issues and identify root causes.
• Assist customers with updates and backup file creation.
• Document troubleshooting steps and escalate advanced issues.
• Conduct coaching and quality sessions for agents.
• Handle customer escalations and troubleshooting support.
• Create reports, training materials, and development plans.
• Assist customers through phone, email, and online tools.

Technical Support Representative - AT&T

• Supported internet, routers, firewalls, digital home phones, DVR/VCR systems, and mobile devices (Android/iOS).
• Assisted customers with password resets, email recovery, and troubleshooting.
• Guided customers step-by-step using remote support tools.
• Processed payments and explained billing statements.
• Escalated technical issues and documented customer interactions.

CX Coach / Multi-Skill Agent - Herbalife

• Conduct coaching and quality sessions for agents.
• Handle customer escalations and troubleshooting support.
• Create reports, training materials, and development plans.
• Assist customers through phone, email, and online tools.

G.E.D. (2014)