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Customer Service Representative

Morgan Hill, California, United States
November 20, 2018

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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


June 2011

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