Customer Service Representative
Resume:
Carlos Vazquez
******.*.********@*****..***
Technical Skills
●Very personable and works well with a team
●Provide excellent customer service experience
● Excellent at using and troubleshooting all aspects of the Windows operating system.
● Experienced working with and repairing Windows, and Mac operating systems as well as Android, and iOS
●Proficient at troubleshooting and providing solutions for active directory side issues including but not limited to domains and their services, LAN, WAN, and VPN
●Proficient with both personal and business Outlook, including troubleshooting and repair
Professional Experience
Best Buy, Gilroy, Ca. November 2015 – Present
Apple Master September 2018 - Present
●Additional responsibilities to attend Apple trainings for iOS products
●Be up to date on latest software releases, potential, bugs, and apple SOPs to train other agents
●Be the point of contact within the team for any escalated Mac or iOS issues
Advanced Repair Agent April 2018 - September 2018
●Responsible for computer repair, hardware, and software
●Working in a very strongly team-oriented environment
●Hands on experience with a ticketing and reservation-based system
●Provide white glove customer service experience, taking the time to walk clients through any issue, and deliver solutions based on their needs
●Follow up with customers on updates to their work orders
●Use MRI an internal diagnostic tool to do thorough testing of their equipment
●Remove malware/viruses and offer protection plans
●Install Windows 10 with updates to Windows machines
●Perform data backups to a mule then reinstall it for customers after repairs
●Help with Outlook, Microsoft Office, and network connectivity/ driver issues
Consultation Agent February 2016 – June 2017
●Learned discovery questions to help identify and troubleshoot client’s computer problems
●Created work orders and gained experience with repair notes and suggestions
●Perform resolutions for quick issues
●Lend advice on preventative care to avoid issues
●Walk customers through their work order at the time of pick up and highlight the services performed
●Assist the advanced repair agent with additional work in down time
●Provide customer support to both non-technical and technical retail customers and provide them training on how to avoid the same issues in the future
Cashier/ Customer Service Representative November 2015 – February 2016
●Honed my ability to interact with customers in a friendly but professional manner.
●Problem solved customers as well as department issues.
●Learned how to delegate tasks.
Education & Certifications
Gilroy High School
Diploma
June 2011
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