Customer Service Security Clearance

Elohim Alvarado

San Antonio, TX *****

Phone: 210-***-****

Email: ***.****.******.*******@*****.***

PROFESSIONAL SUMMARY

Accomplished, results-oriented, and committed US Marine TSPCR professional Veteran with an active Secret Security Clearance, highly knowledgeable in computer repair and operating systems. Enthusiastic, Bilingual in English and Spanish, Help Desk professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills.

●Troubleshooting

●Active Directory

●Ticketing System

●Call Center Triage

●iCloud, Virtual Migrations

●TCP/IP, LAN, WAN, VLAN, VPN, VOIP, PBX, Wi-Fi

●Microsoft Windows, Mac, OSX, iOS

●Local & Network Printing

●Microsoft Office 365

●Remote Desktop Utility

●Wired & Wireless Network

●Multiple Antivirus Software

Linux, CRM

EMPLOYMENT HISTORY

ACI Learning – San Antonio, TX Jun 2022 – Sep 2022

Computer User Support Specialist - Training Internship

1. Installed and Supported Windows OS:

● - Deployed and configured Windows operating systems across a range of devices, ensuring compatibility and optimal performance.

● - Provided technical support to end-users, including assistance with software installations, updates, and troubleshooting common Windows issues.

● - Conducted command line operations for system maintenance, scripting, and advanced troubleshooting tasks.

● - Collaborated with IT teams to implement client support strategies and improve user experience through efficient problem resolution.

2. Ensured Physical Security & Network Protection:

● - Implemented robust security measures to safeguard both physical assets and digital information within the organization.

● - Conducted regular audits and assessments to identify vulnerabilities in wired and wireless networks, applying appropriate security protocols and patches.

● - Responded to and mitigated common cyber attacks such as malware infections, phishing attempts, and unauthorized access attempts.

● - Educated team members on best practices for data protection, password security, and safe computing habits to minimize security risks.

3. Detected Compromises and Understanding of Security Concepts:

● - Monitored network traffic and system logs to detect and investigate security breaches, unauthorized access attempts, and suspicious activities.

● - Conducted penetration testing exercises to identify weaknesses in network infrastructure, applications, and security protocols.

● - Utilized vulnerability scanning tools and techniques to assess system vulnerabilities and prioritize patching and remediation efforts.

● - Collaborated with cybersecurity teams to develop and implement incident response plans, ensuring swift and effective response to security incidents.

Alorica – San Antonio, TX May 2020 – Aug 2020

Customer Service Rep

1.Efficient Multitasking for Customer Satisfaction:

●Skillfully managed multiple tabs and interfaces on a multitasking platform to prioritize and respond promptly to customer inquiries and support needs.

●Ensured seamless navigation between various systems and tools to deliver efficient and high-quality customer service experiences.

2.Proactive Customer Engagement and Communication:

●Proactively engaged customers by providing comprehensive information on new promotions, discounts, and services, enhancing their entertainment viewing experience and fostering long-term loyalty.

●Leveraged effective communication strategies to explain complex promotions or technical features in a clear and understandable manner, ensuring customer satisfaction and retention.

3.Effective Conflict Resolution and Customer Retention:

●Implemented and meticulously maintained a Do Not Call (DNC) list to manage and de-escalate interactions with irate customers, transforming challenging situations into positive experiences.

●Utilized active listening techniques and empathy to understand customer frustrations and concerns, leading to personalized resolutions that exceeded customer expectations.

●Implemented follow-up procedures to ensure customer satisfaction after issue resolution, contributing to high customer retention rates and positive brand reputation.

4.Recognition and Positive Feedback:

●Received consistent accolades and positive feedback from both customers and team leaders for consistently delivering high-quality, responsive, and solution-oriented customer service.

●Proven track record of turning dissatisfied customers into loyal advocates through proactive communication, effective problem-solving, and genuine care for customer needs.

Systems and Methods Inc. – San Antonio, TX Jan 2019 – Jun 2019

Customer Service Rep

●Quality customer service to all customers in accordance with State laws, policies, and procedures, and policies and procedures set forth by the company, ensuring Technical Support for technical inquiries and issues.

●As a customer service professional, I provided quality customer service to all clients, adhering meticulously to State laws, company policies, and procedures. This involved not only addressing customer inquiries and concerns but also providing technical support for various issues they encountered.

●Services dealing with child support cards as needed by 10 states while having open communication with USPS, FEDEX, and the OAG of each state, showcasing Customer Interactions and Customer Support skills.

●In my role, I managed services related to child support cards across multiple states, requiring seamless coordination with agencies such as USPS, FEDEX, and state-level Office of the Attorney General (OAG) offices. This necessitated strong customer interactions and effective customer support skills to ensure smooth processes and timely resolutions for clients.

●Time after time, I was provided with “Kudos” calls to my team leaders and managers for the patience and performance I provided and the problem-solving attitude I mixed in with my work ethic, demonstrating Resolving Issues, Customer Support, and Managing skills.

●Consistently, I received recognition from supervisors and colleagues for my exceptional problem-solving abilities, patience, and dedication to delivering high-quality customer support. These “Kudos” calls not only reflected my strong resolving issues skills but also highlighted my management of customer inquiries and concerns with a positive and proactive attitude.

●After about 3 weeks of being with the company, after training, I was being called upon from many CSR’s to provide the answers needed to ensure customer satisfaction. CSR’s ranging from 2 months to 2 years of being with the company themselves, highlighting Active Listening, Technical Support, and Managing abilities.

●Within a short period, my colleagues recognized my active listening skills and technical support expertise, often seeking my assistance to resolve complex customer issues. This early recognition underscored my managing abilities in handling diverse customer inquiries, regardless of their complexity or the customer’s tenure with the company.

US Marine Corps. – Various Locations May 2013 – Jan 2018

Telephone Systems / Personal Computer Repairer

●As I progressed in years, my work ethic was finely sharpened as a Katana sword by joining the best branch of service that provided me the Honor, Courage, and Commitment to continue forward, Technical Support became integral to my daily responsibilities.

●In this role, I took on multifaceted technical responsibilities encompassing hardware maintenance, software troubleshooting, and network administration. I provided hands-on Technical Support to resolve complex issues related to computer systems, peripherals, and network connectivity, ensuring uninterrupted operations for personnel and mission-critical tasks.

●Working my way up the ranks to Corporal, a working supervisor, I provided a 100% rating for our unit’s evaluation on productivity, quality, and organization on our warehousing sector of the technical maintenance support group, demonstrating Managing skills and Business Insight.

●As a working supervisor, I led a team responsible for managing technical assets within our unit’s infrastructure. This included overseeing inventory control, procurement, and deployment of IT equipment. I implemented streamlined maintenance protocols and quality assurance measures, resulting in a 100% rating for productivity and organization in our technical maintenance support group.

●Fitness and Nutrition became my life, and because of that, I not only trained myself but I trained others as well, my subordinates, to become as strong-willed as I became, fostering Collaborating and Empathy among team members.

●Beyond technical tasks, I spearheaded training programs focused on enhancing technical competencies and fostering a culture of collaboration and empathy within the team. This involved conducting workshops on troubleshooting methodologies, security best practices, and system upgrades, empowering team members to tackle challenges effectively and work cohesively towards common goals.

●Successfully maintained and repaired a vast array of hardware products and software applications, specializing in Ethernet configurations and troubleshooting Outages efficiently.

●My technical expertise extended to Ethernet configurations, network optimization, and troubleshooting to address connectivity issues and minimize network Outages. I developed and implemented network monitoring strategies, enhancing system reliability and performance across various operational environments.

●Provided PC configuration, procurement, and installation; for both preventative maintenance and daily maintenance tasks, including Business Writing for documentation and Active Listening during customer interactions for Customer Support.

●In addition to PC configuration and procurement, I played a pivotal role in system installation, upgrades, and patch management to ensure systems operated at peak performance. I maintained detailed documentation using Business Writing practices to track equipment inventory, configurations, and maintenance schedules. During Customer Support interactions, I actively listened to user concerns, provided technical guidance, and facilitated prompt resolutions to uphold exceptional service standards.

EDUCATION / CERTIFICATIONS

ACI Learning - San Antonio, TX Computer User Support Specialist Sep 2022

A+, Network+, Security+

US Marine Corps. – Various Locations FBCB2 Blue Force Tracker (BFT) Operator Jan 2015

FBCB2 BFT Unit Maintenance

REFERENCES

Judy Villarreal – Job Development Specialist Maggie May Bennett - Employee Engagement Manager

Office Phone: 210-***-**** Mobile: 210-***-****

Fax Phone: 210-***-**** Email address: ******.*******@***********.***

Toll Free: 1-877-***-****

Email address: ***********@****-**.***

Contact this candidate