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Tech Support

Woonsocket, Rhode Island, 02895, United States
October 15, 2016

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Ismael Castillo


Address: *** ****** *******

Woonsocket, RI 02895

Email: Phone# 401-***-****

Seeking a position in the IT field where I will have the opportunity to utilize and improve my skills.

Work History:

Petro Oil Home Service: Phone # 401-***-**** Address: 141 Knight St, Warwick, RI 02886

September 12, 2016

Customer Service Representative:

Answer calls from Petro Customers include: Handling customer request for delivery of oil, Handling service calls, Payment handling, Provide consultation on Service Plans coverage, Billing issues, Elevate calls in a professional manner. Work in a team environment and able to resolve issues accurately and independently.

Cox Communications

(NSC) National Support Center- Tech support – West Warwick RI.

February 2016-April 2016

Responsibilities: Receiving/managing incoming calls to troubleshoot equipment issues,

Routers, Modems, Informed Outages in the Area, Cox Business Account Voice Manager, Setting up Call forwarding and call sequence. Resetting accounts and PIN reset as well as password reset. Create tickets for technicians to go on site. Keep track of all incoming calls and outgoing calls as well. Reset Modems for phones, Cable boxes and also Internet Services

Environment: SOAK, Remedy Ticketing System, Edge Health, (KORAL), INAV, COX Business (MYADMIN)

Subject Matter Expert (SME) - Floor Supervisor

Health Source RI - Providence, RI – December 2015 to February 2016


Advising and directing specialist with customer service questions, technical and service support

Managing call escalations and resolving technical issues including password recovery, deactivating accounts; clear credentials. Resetting passwords


Provided excellent customer service and successfully assisted internal teams with service and customer issues.

Skills Used:

Record Keeping, call escalation management, Researching/multitasking different operation systems.

Consumer Engagement Specialist

Health Source RI - Providence, RI - August 2013 to December 2015


Managing incoming calls in a fast-paced call center environment,

Assisting/educating consumers with individual health insurance selections

(Under the Affordable Care Act) Record calls in (BCONNECTED) Call tracker system, and also knowledge of UHIP data entry. Password recovery and troubleshooting issues with application. Call center soft skills.

Work Accomplishments

Excellent customer service skills; Technical expertise, Protection of health information under the H.I.P.P.A laws that protect consumers, Password recovery, new plans management under the (Affordable Care Act).

Warehouse Worker

Owens and Minor - Franklin, MA - May 2009 to March 2012


Order piker with the use of a (Cherry Picker) and Voice recognition system to pick order at elevated heights.

Picking products matching the item number associated. Reach Truck, Stand Up forklift. Conveyor belt operator- Warehouse duties

General Warehouse Associate

DCP-Dunking Donuts Distribution Center - Bellingham, MA - November 2007 to March 2008


Order Collector with the use of a (Voice Recognition System), matching Item numbers, use of a Walk Rider to perform duties.

Filler Operator

PBG-Pepsi Bottling Group - Cranston, RI - April 2007 to August 2007

Responsibilities: Machine Operator at the Pepsi Bottling Group. Position: Fill Tech and warehouse operator, with the use of a Machine/ (KRONOS) Filler. Other duties included warehouse and forklift operations

Warehouse Associate

CVS Distribution - N Smithfield, RI - August 1998 to October 2006


Order picker and reach truck operator-Order picker with the use of a Voice Recognition system and the use of

A (Walk Rider) Also Reach truck working with Shipping and receiving department and Inventory


Computer Networking and Security Program

Lincoln Technical Institute - Lincoln, RI

March 2013


Computer Skills: Microsoft Word (3 years), Computer Repair (2 years), Costumer Service (3 years),

Networking (2 years), Password recovery (2 years), Windows 7 (2 years), Windows 8 (2 years), Computer

Security (2 years), A+ Certification (2 years)


COMPTIA A+ Certification

August 2013 to Present

COMPTIA A+ certified


Office Applications

Networking Tools & Techniques

PC Repair & Support

Advanced PC Repair & Support

Customer Service & Help Desk Operations

Microsoft Windows Server

Microsoft Windows Infrastructure

Security +

Networking Defense & Countermeasures

Ethical Hacking & Network Defense


Servers, Routers & Switches



Edge Health

Remedy ticketing system


Cox Business


Energy System

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