RANDY DURAN

IT Specialist

CONTACT

303-***-****

ad4v5f@r.postjobfree.com

PROFILE

Customer Service Representative Used my soft skills, by opening with the customer with a friendly handshake, letting the customer know about the situation, and explaining to the customer in an appropriate way what was going on with their computer, also giving them an ETA On when the project will be completed.

Retail Sales customer service experienced in providing quality product recommendations and solutions to meet customer needs and exceed expectations. Committed to executing sales, service, and customer experience initiatives driving strong sales.

SKILLS

2+ years of versatile experience in IT Support, Active Directory, Service Now, Remedy ticketing systems, and SCCM, in a Deployment environment. Analytically adept and have a solid understanding of Desktop and Help Desk Support. 10 years of experience as a Customer Service Representative Used my soft skills, by opening with the customer with a friendly handshake, letting the customer know about the situation, and explaining to the customer in an appropriate way what was going on with their computer, also giving them an ETA On when the project will be completed. Looking to Start a position ASAP.

EXPERIENCE

Retail Sales

Macy’s

10/2023-current

Ensuring the store is appropriately stocked with merchandise, assisting customers as needed, and performing transactions for sales and returns.

monitored the sales floor to identify customers’ needs in stressful circumstances and effectively diffused tense situations. assistance and merchandise requiring replenishment.

Advisor Support

3/2020-6/2022

Conduent /Apple 03/2020-06/2021/Advisor Support

Take inbound calls working as 3rd party for Apple by understanding the caller needs, and walking step by step so clients can understand their products including their iPhone, iPad, iTunes, iCloud, MAC, Apple TV, and Apple Care, utilizing Core, Self-service, VPN, Cisco AnyConnect, VMware Horizon, Microsoft word, Excel, Outlook, SharePoint and Teams. The average call volume is 75 calls per day due to the type of calls.

Desktop Technician

07/2018-01/2021

Smart Source 07/2018 –01/2020

Display courtesy and strong interpersonal skills with all customer interactions Act as a single point of contact, escalating issues for our client’s businesses. Research issues on various computer systems and databases to resolve customer issues using my Tier 1 expertise for Smart Source. Offering help with the Remedy ticketing system, Microsoft 365, great customer service, and problem-solving. Maintaining, 100% SLA. windows 10, with a portion of the network

Help Desk technician.

Apex/Chipotle Mexican Grill 01/2018 –12/2018

Take inbound calls from Chipotle Mexican Restaurants, using the service now ticketing system providing technical support for the end user, on support of POS, Printer, ISR, BOH, Coin changers iPad, using the service now ticketing system. Also, Network coding to solve network problems. Multi-tasking multiple Software including security systems, 365 Office, and Windows 10

Deployment Technician

Intelligent Waves 01/2016 – 11/2018

Department of Veterans Affairs is a global health service leader dedicated to helping Veterans to improve their health, wellness, and sense of security. Coordinated as a team while providing on-site support to end-user devices. through the Remedy ticketing system, Installed and maintained data migration of software and workstations. using SCCM to Imaging and reimage, then Deploying 4000 workstations to Windows 10.

EDUCATION

US Army Telecommunication OPS

PC Support Specialist June 2000

Community College of Denver, Denver, CO

CompTIA A+

April 2006

ITILv3 Foundation certification

February 2018

Additional Information

INDIVIDUAL AWARDS From US Army

•Over Seas (1)

•Joint Service Commendation Medal (4)

•Army Commendation Medal (5)

•Athletic Proficiency (1)

•Army Achievement Medal (3)

•Certificate of Appreciation (2)

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