Customer Service Manager

Gus R. Aguilera

*** ** ***** **. • Oak Harbor, WA 98277

360-***-**** • ***.********.***@*****.***

Talented and dedicated Helpdesk professional with over 5 years of experience in fast-paced, deadline-oriented environments

Summary of Qualifications:

• Results-driven and energetic professional with 7+ years of work experience in diverse helpdesk roles

• Highly skilled in responding to tickets generated by users in a timely manner

• Demonstrated ability to diagnose and fix problems of operating systems

• Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support Technical SKILLS:

• Platforms: Windows XP, 7, 8.1 and 10, Mac operating system, Linux

• Applications: MS Office, Adobe Design Suite, visual effects 2D/3D software, editing software

• Strong knowledge of: LAN and WAN, IT helpdesk system, cloud service

• Solid knowledge of: home network computer systems (install and repair), software support (MS Office, Adobe Suite) Professional Experience:

Mindtree Ltd. / Microsoft Redmond, WA

Incident Manager / Azure Support Specialist 03/15 to 4/16

• Address customer service inquiries in a timely and accurate fashion.

• Provided accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.

• Properly directed inbound calls in phone queues to improve call flow.

• Locate engineer resources to handle specific cases within the SQL/BI teams.

• Provided first-tier support and troubleshooting for Azure Cloud base applications. Quicksilver Huntington Beach, CA

Customer Service / Helpdesk Technician 06/14 to 3/16

• Address customer service inquiries in a timely and accurate fashion.

• Provided accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.

• Properly directed inbound calls in phone queues to improve call flow.

• Maintained up-to-date records at all time.

• Provided first-tier support and troubleshooting for technology products and applications.

• Troubleshoot hardware and software related problems. Anchor Blue Clothing Company Corona, CA

Customer Service 10/12 to 01/14

• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Built customer loyalty by placing follow-up calls for customers who reported product issues.

• Developed effective relationships with all call center departments through clear communication.

• Address customer service inquiries in a timely and accurate fashion. OC Computer Repair Irvine, CA

Technical Assistant / Repair Specialist 06/10 to 09/12

• Provided first-tier support and troubleshooting for technology products and applications.

• Performed physical set up of desktop hardware and software.

• Served on team installing hardware and software upgrades.

• Managed inventory and tracked all hardware and software used. Comp USA Anaheim, CA

Helpdesk Technician 03/08 to 05/10

• Provided first-tier support and troubleshooting for technology products and applications.

• Advise customers on technical matters and recommend appropriate computer configurations.

• Ensure quality of service by developing a thorough and detailed knowledge of technical specifications and other features of employers’ systems and processes.

• Maintain awareness and keep abreast of constantly changing software, hardware systems and peripherals

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UPS Call Center Anaheim, CA

Entry Level Helpdesk Technician 05/07 to 03/08

• Ensured proper access to over 150 users to the LAN/WAN network.

• Performed daily resolution of password resets.

• Troubleshoot hardware and software related problems.

• Perform general backups when needed.

Education:

UEI College Ontario: Currently attending their CST Program (Computer Systems Technician Program) Ontario, CA Enrolled and currently taking online course through c Online Training in the field of technology and IT San Francisco, CA Gnomon School of Visual Effects Hollywood, CA

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