Customer Service Information Technology

GABRIEL CAVAZOS

*** ****** **** ******* ****, TX, 78642 903-***-****

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SUMMARY OF QUALIFICATIONS

AN INFORMATION TECHNOLOGY PROFESSIONAL

ENTHUSIASTIC AND KNOWLEDGEABLE SEEKING TO CONTRIBUTE TRAINING AND

ACQUIRED SKILLS WITHIN A TECHNICAL SUPPORT ROLE IN AN ENVIRONMENT THAT IMPROVES UPON SKILLS. I WORK WELL

INDEPENDENTLY, OR IN A GROUP SETTING PROVIDING ALL FACETS OF COMPUTER SUPPORT SUCH AS TROUBLESHOOTING,

INSTALLATIONS, AND MAINTENANCE. I AM A LOGICAL THINKER WITH IN-DEPTH KNOWLEDGE AND UNDERSTANDING OF NUMEROUS

SOFTWARE AND OPERATING SYSTEMS WITH AN ABILITY TO ANALYZE AND INVESTIGATE PROBLEMS AND IMPLEMENT FIXES. I AM

FLEXIBLE, RESOURCEFUL, AND WILLING TO TAKE FULL OWNERSHIP OF USER PROBLEMS UNTIL THEY ARE FULLY RESOLVED. I AM ALSO

A QUICK LEARNER THAT IS EAGER TO IMPROVE SKILLS AND BROADEN KNOWLEDGE OF ALL ASPECTS IN INFORMATION TECHNOLOGY.

IT MAINTENANCE LOGGING FAULTS IOS/OS X ISSUES

HARDWARE FAULTS REPLACING TESTING & TROUBLESHOOTING

PARTS

NETWORK SUPPORT IT INFRASTRUCTURE PC CLEAN UP

EDUCATION AND TRAINING

TRINITY VALLEY COMMUNITY COLLEGE, ATHENS, TX 05-07

MAJOR- COMPUTER SCIENCE

● MICROCOMPUTER APPS.

● VISUAL BASIC

AUSTIN COMMUNITY COLLEGE, AUSTIN, TX 2011

MAJOR- COMPUTER SCIENCE

WORK HISTORY

A+ FEDERAL CREDIT UNION- JULY 2013 - PRESENT

IT HELP DESK TECHNICIAN

● PROVIDE SUPPORT FOR USERS AND EFFECTIVELY COMMUNICATE THE ACTIONS REQUIRED TO RESOLVE ISSUES.

● ACTIVELY MONITOR IT HELPDESK, TAKE OWNERSHIP OF REQUESTS THAT ARE WITHIN DUTIES AND SKILL SET.

● PRIMARY CONTACT FOR ALL END USER SOFTWARE SUPPORT NEEDS, INCLUDING ENTIRE MICROSOFT OFFICE SUITE OF

PRODUCTS AND OTHER BUSINESS PRODUCTIVITY SOFTWARE.

● PARTNER WITH THE TRAINING DEPARTMENT TO INCORPORATE SOFTWARE KNOWLEDGE INTO CLASSES, ALSO TRAIN

IT DEPARTMENT.

INCOMING NEW HIRES IN

● ASSIST WITH REPLACEMENT AND REPAIRS OF COMPUTER EQUIPMENT, PRINTERS, AND PERIPHERALS.

● MAINTAIN THE SECURITY AND CONFIDENTIALITY OF PERTINENT INFORMATION AND RECORDS.

● LIAISON BETWEEN CREDIT UNION STAFF, NETWORK ADMINS, AND VP OF IT.

VOLUSION - MARCH 18TH - JULY 2013 (CONTRACT)

SUPPORT CONCIERGE

● PROVIDE SUPPORT FOR MERCHANTS AND STOREFRONTS

● PROVIDE PHONE AND CHAT SUPPORT FOR PROVIDED SOFTWARE

● ASSIST WITH BASIC HTML AND CSS

● RESOLVE TICKETS THROUGH A CRM TICKETING SYSTEM

APPLE JULY 2012- MARCH 2013 (VOLT CONTRACT)

IOS SENIOR ADVISOR

● PROVIDE PHONE TECH SUPPORT FOR IOS DEVICES (IPHONE, IPOD, IPAD)

● SUPPORT AND TROUBLESHOOT ICLOUD ISSUES

● PROVIDE SUPPORT AND ASSISTANCE FOR LOWER LEVEL TECHS

● HANDLE ESCALATED CALLS AND TAKE FULL OWNERSHIP OF USER PROBLEMS UNTIL FULLY RESOLVED

● DISPLAYED STRONG CUSTOMER SERVICE AND COMMUNICATION SKILLS TO EFFECTIVELY DEAL WITH ALL LEVELS OF

CUSTOMER KNOWLEDGE, INTERPRETATION OF UNCLEAR COMPLAINTS, QUICKLY TROUBLESHOOT PROBLEMS

CONTACTWORKS- MAY 2011- JULY 2012

● PROVIDED TECH SUPPORT FOR VARIOUS COMPANIES THROUGH SUPPORTSPACE.COM

● SOLVED VARIOUS TECH RELATED ISSUES THROUGH REMOTE SESSIONS, BOTH WINDOWS AND MAC

● SOFTWARE/NETWORKING/EMAIL TROUBLESHOOTING AND INSTALLS

● VIRUS/SPYWARE REMOVAL AND PC TUNEUP

PROMOTED TO MENTOR IN JAN. 2012

● LEAD AND MENTORED TECH SUPPORT TEAM WHILE TRAINING AND ASSISTING NEW HIRES

● IN CONTACT DIRECTLY WITH SUPPORTSPACE FOR ESCALATIONS AND ISSUES.

● MONITORED DAILY REVENUE AND CALL COUNTS THROUGH TICKETING SYSTEM

● CONSISTENTLY HIGH REVENUE EARNER

TELENETWORK MAY 2010 –MAY 2011

● ANSWERED CALLS FOR ISP SUPPORT AS A LEVEL 1 TECH.

● TROUBLESHOT AND FIXED CUSTOMER’S INTERNET CONNECTIONS.

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