Carlos Rocha

*** ***** ****,. ***********, ** ***21

956-***-****

ad1g1w@r.postjobfree.com

Summary:

Computer Support Specialist who maintains a high level of professionalism, patience and efficiency to minimize troubleshooting problems.

Education:

Southern Careers Institute, Brownsville, TX

Computer Support Specialist Program, 3.95 GPA August, 2018

Skills:

●Troubleshooting – Technical Support

●Connecting computers to router/switches

●Network cards

●Customer service

●Hardware

●Enterprise Desktop Support

●ITIL Foundations

●Windows Operating Systems

●Linux

●Microsoft Word, Excel, Power Point

●Network Security

●Communication Software

●PowerShell

●Setup Clint/Server network

●Build peer-to-peer networks

●Routers

●Switches

●Printers

●Hard Drives

●Memory

●LAN

Windows Server

Experience:

Spectrum Brownsville, TX

Custom Retention Specialist 11/2021 to 05/2023

●Listen to customer needs over pricing and services

●Upsell cable service, internet, phone, and cellular service

●De escalate the call and take responsibility over the situation

●Assist with inquiries on Affordable Connectivity Program

Maximus Brownsville, TX

Customer Service 10/2019 to 11/2021

● Follow up on calls with customer inquiries on policy

●Read results to patients on COVID results

●Listen to customer needs and their request for appeals on denials

Walmart Brownsville, TX

Services Writer 09/2017 to 06/2018

●Input service order into handheld computer.

●Provide Customer Service.

●Operate POS systems and process credit and debit transactions.

●Search vehicle parts via inventory software.

●Advertise promotions

●Upsell services

Dish Network Harlingen, TX

Commercial Advance Rep 11/2011 to 05/2017

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

●Demonstrated mastery of customer service call script within specified timeframes.

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

●Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

●Built customer loyalty by placing follow-up calls.

Teleperformance Brownsville, TX

Customer Retention 09/2009 to 02/2011

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

●Formulated and enforced Service Center policies, procedures and quality assurance measures.

●Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.

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