It Support Analyst

Gabriel Villatoro

****.*.*********@*****.*** 240-***-****

PROFESSIONAL SUMMARY

Skilled and customer-focused IT Support Analyst/PC Technician with experience troubleshooting hardware, software, and networking issues. Strong technical proficiency and effective communication skills. Seeking a dynamic role to apply my expertise and contribute immediate value to the organization. EXPERIENCE

Part-time PC Technician Tomball, Harris County

Lone Star College Jan 2024 - Present

Diagnose and repair issues with projectors, monitors, laptops, and printers.

Resolve audio and display system malfunctions and assist with password resets.

Help develop and maintain an inventory of all monitors using MECM and JAMF.

Document instances of hardware failure, repair, installation, and removal using ServiceNow.

Construct, install, and test customized configurations based on various platforms and operating systems.

Proficient in setting up, operating, and troubleshooting audio-visual (AV) equipment for events and presentations. Account Representative Tomball, Harris County

Michael Fletcher State Farm

May 2023 – Present

Answer customer phone calls, addressing inquiries and redirecting complex cases to licensed agents as needed.

Conduct outbound calls to former customers, providing personalized insurance quotes for auto, homeowners, renters, and other policies.

Gather customer information and analyze current insurance coverage to offer competitive pricing and improved coverage options.

Engage with past customers to rebuild relationships and encourage them to return to State Farm for their insurance needs.

Maintain a professional and customer-focused demeanor during all phone interactions to build trust and drive client retention.

Sales Associate Tomball, Harris County

Red Tag Mattress and Furniture Sep 2022 – May 2023

Assisted customers in selecting furniture by showcasing products and providing expert recommendations based on their needs.

Managed inquiries from clients over the phone, including answering questions about furniture pieces listed on the website.

Confirmed delivery schedules and provided updates on estimated delivery times (ETA) to ensure customer satisfaction Manage attorney calendars, scheduling meetings, court appearances, and other appointments.

Collaborated with delivery teams to transport and set up furniture, ensuring timely and accurate service.

Coordinated with warehouse staff to pick up and retrieve furniture items needed for customer orders.

Maintained strong customer relationships by delivering excellent service and addressing concerns promptly. EDUCATION

Lone Star College Houston, Texas

AAS in Business Expected Graduation, Aug 2025

o Concentrations: Business Principles and Ethics.

o Relevant Coursework: Business Principles, Business Statistics. SKILLS

Tools & Programming: MECM, JAMF, Microsoft Office, Active Directory, ServiceNow Ticketing System. Soft skills: Communication, Teamwork, Leadership, Problem-solving, Creativity, Time Management, Adaptability, Bilingual. Certification: CompTIA A+ (first part)

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