Technical Support Customer Service

Victor Cerda

**** ******* **. ********** ** *****

214-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

● Highly experienced relating to customers; presenting, at times, complex information in an easily understandable way that is friendly for business and ensures customer satisfaction

● Strong team member who can also work independently

● Highly motivated with a positive attitude to achieve and exceed goals and tasks set forth by management

● Great ability to apply critical thinking to solve problems individually or in a collaborative environment TECHNICAL SKILLS

● Disassembled and Reassembled desktop PC

● Computer Diagnostics and repair

● Understand DNS and DHCP systems

● Operating System installation: Windows 7/8/10

● Subnetting and IP Addressing

● Understand DNS and DHCP systems

WORK EXPERIENCE

DFW Technology

November 2022-Present

IT Helpdesk Tech

● Handling service desk escalations through tickets, email or phone.

● Providing technical support and troubleshooting, such as password resets, printer configurations and break/fix instructions.

● Offering technical assistance on the delivery, configuration, set up, maintenance, & troubleshooting of computer systems, hardware & software.

● Providing customer service and technical assistance to Dallas County officials and employees in a professional and timely manner

Skills: Ticket Operations · Active Directory · Troubleshooting · Powershell · Technical Support HelloFresh

January 2022 - November 2022

Production Associate

Food handling, enforcement of food safety and cleanliness, distribution of boxes throughout the day, making sure orders go out in a timely manner, RF scanner, Pallet Jack experience, teamwork cooperation, being able to work in a fast paced environment, making sure boxes in conveyor belts are being transported properly. Amazon

November 2020 – December 2021

Warehouse Associate

● Responsible for warehouse distribution and material and product handling

● Utilized an RF scanner to maintain inventory and locate products

● Experienced with vertical conveyor and pallet jack

● Demonstrated excellent time management ensuring customer’s received orders successfully

● Troubleshoot issues with products, distribution, and customer concerns Wendy’s

January 2019 – October 2020

Shift Supervisor

● Supervised employees and ensured overall restaurant productivity

● Responsible for handling concerns and provided excellent customer service

● Ensured employee safety, product inventory, and presentation quality

● Demonstrated excellent time management, handled employee scheduling, and closing procedures EDUCATION

ACI Learning, Irving, TX Completed: August 2022

Computer User Support Specialist Program

● ITIL Foundations

● CompTIA A+ 1101

● CompTIA A+ 1102

● Network

● Security

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