Customer Service Representative
Resume:
YOEL CASTILLO
Bronx, NY, *****
***************@*****.***
EDUCATION
ITT Technical Institute – Wilmington, MA 2011
Pursuing an Associate of Science Degree in Information Technology - Computer Network Systems
SKILLS & ABILITIES
Networking
● TCP/IP & LAN/WAN Protocols
● Network Technology (Routers, Switches, Hubs,
Servers)
● Network Systems Management
● Network Development
Operating Systems
● Windows 98/2000/XP/Professional/Vista/7/8
● Windows Server (Active Directory)
● Linux
Hardware
● Palm/Handheld Devices
● Assemble/disassemble PC’s
● Install, configure, troubleshoot and repair
● Installation, testing and troubleshooting of
cabling
Software
● Microsoft Word, Excel, PowerPoint, Access, Outlook,
Publisher, Visio, Exchange
● Install, configure and troubleshoot
Technical Support/Customer Service
● Tier 1, Tier 2
● Call Center
● Troubleshoot hardware/software
● Troubleshoot network connectivity
● Software installation support
● Remote Access
● Documentation/Ticket system
Communication
● Bilingual English/Spanish
Development
● SQL database, Python, Raptor, VB
RELEVANT EXPERIENCE
Estee Lauder- New York, NY- October 2019
Computer Tech
Upgraded clients computer from windows 7 to windows 10 using SCCM
Helped clients with any problems they had with there computers
HP/UBS Bank 2014
Win7 Migration
Hewlett Packard – Andover, MA 2012 –
Computer Quality Control
Test and troubleshoot desktops, laptops and workstations
Responsible for replacing broken parts and re-testing units to confirm they are working correctly
Remove or change bios passwords
Remove and wipe hard drives
Utilize computer parts from scrap units
Document defects into a basic user interface to be recorded into our database
Alorica – Santa Domingo, Dominican Republic 2010 –2011
Tier 1 and 2 Technical Support
Provided excellent customer service and technical support to businesses and end-users for Samsung products
troubleshot fixes for customers by recreating situations with customers product and using a series of questions and tests
Supported Cell phones, computers, televisions and other utilities
Handled a high volume of phone calls (70-100 per day)
Maintained a high customer satisfaction rating
Escalated trouble tickets as a tier 1 support tech and received escalated tickets as a tier 2 tech
OTHER EXPERIENCE
Integrated Deicing Services– Boston, MA 2011
Deicing Technician
Deiced Jet Blue Aircraft
Nu Image Marketing– Lowell, MA 2010
Direct Sales/Service Representative
Sold Comcast Triple Play package door to door
Proved service to customers who purchased services including set up their home networks for Comcast
Worked with a team of sales reps and management to meet and exceed quota’s
Burtucci’s Italian Restaurant – Salem, NH 2006 - 2010
Cook/Host
Prepared food in the morning
Cooked meals to order for customers
Provided excellent customer service for individuals and family’s upon entering the restaurant
Worked with a team of wait staff, cooks and management to create an optimum environment for the customers
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