Team Member Customer Care

Mark Anthony Rocha; 303-***-****; ****.*******@*****.***

IT Field Technician

When working as a team-member, I take responsibility and am committed to taking a project to fruition. As a skilled independent problem solver, I utilize my investigation skills and active listening to achieve a successful resolution.

EXPERIENCE

Excell, Inc.; Denver, CO

09/2023 to 12/2023:

DEPLOYMENT TECHNICIAN

Imaged Lenovo laptops for deployment to multiple departments for the PDC/Chevron transition

Loaded software using network and One Drive; transferred devices configurations and configured user profiles

Istonish, Inc.; Denver, CO

01/2023 to 09/2023

FIELD SERVICES ENGINEER

Resolved software and configuration issues remotely and on-site using Bomgar or Remote Desktop for client tickets on Service Now and through the State of Colorado OIT ticketing system

Successfully deployed HP laptops, desktops, Cisco switches, Palo Alto routers, etc. for clients in the Northern Colorado region

Professional Employment Group, Inc.; Denver, CO

11/2021 to 11/2022:

DEPLOYMENT TECHNICIAN

Imaged Dell laptops, Wyse TC 5070, and iPad devices: successfully deploying devices to multiple departments for the City and County of Denver and Denver Health

Loaded software using SCCM and software repository; transferred devices configurations (Windows and iOS); and configured user profiles using Active Directory

TTEC Inc.; Greeley, CO 01/2019 to 11/2021

WEBSITE CUSTOMER CARE SPECIALIST

Tier I Customer Service for banking website and mobile application; documented and escalated tickets using Service Now

Facilitated problem resolution with other lines to target First Level Resolution (FLR)

Johnson Controls, Inc.; Aurora, CO 2011 to 01/2018

TECHNICAL CUSTOMER CARE REPRESENTATIVE

Camera escort and emergency dispatch coordination with AHJ (Authority Having Jurisdiction)

Successful troubleshooting to target First Level Resolution (FLR)

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Chemistry Univ. of Northern Colorado

ADDITIONAL ACCOMPLISHMENTS

USA Hockey Level II Certified

Instructor at Mi Casa Women’s Resource Center

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