Anthony Napoles
Customer Service Representative
MaleAfter-sales customer serviceLive in United StatesNationality
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Work experience
Customer Service Representative
Fortinet2023.05-Current(2 years)Technologies: (order of frequency used): Windows, FortiFone, Go ToAssist, Forticare, and Microsoft Teams Products: All Fortinet products Customer: All users of Fortinet ecosystem Troubleshoot and resolve Customer Service related queries through phone, chat and web tickets in accordance with Fortinet policies and procedures. Professionally screen incoming customer calls, assist with ticket creation, verify entitlement and route customers to the appropriate team within the Customer Service & Support organization. Develop a good understanding of all Fortinet products, contracts and licensing.Senior Service Desk Agent
Stanford Health Care2019.04-2022.10(4 years)Technologies: (order of frequency used): VPN, Outlook, MS Office, Windows 7-10, MacOS, Code42, Slack, and Duo. Hardware: (order of frequency used): HP, Dell, Apple desktops and laptops, printers, monitors, external hard-drives, and network interface cards. Products: MyHealth Customer: All medical staff and patients Investigated and repaired complex issues with minimal direction for the following software applications: VPN, Outlook, MS Office, Windows 7-10, MacOS, and Code42. Authored detailed tickets including urgency and priority in ServiceNow. Always updated tickets in a timely manner with new information. Provided highly knowledgeable and accurate information to staff and patients with a calm and clear communication style.
Educational experience
University of California, Santa Cruz
Bachelor’s Degree, Technology and Information Management2014.09-2019.09(5 years)
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