Customer Service It Operations

Johnny Alcantara. 984-***-****

Durham, NC *****. ****************@*****.***

Willing to relocate to: Raleigh-Durham, NC • Chapel Hill, NC • Charlotte, NC Authorized to work in the US for any employer

Fluent in English and Spanish (reading, writing, speaking) Professional Summary

Motivated and tech-savvy IT Technician with strong experience in end-user support, system troubleshooting, and customer service. Hands-on experience from labs and training in cybersecurity, IT operations, and network fundamentals. Adept at responding to technical issues with professionalism and precision, backed by a solid foundation in Active Directory, endpoint security, and Windows OS. Strong communication and organizational skills, able to prioritize and resolve support tickets efficiently while providing excellent service. Certifications & Technical Training

• Google Cybersecurity Professional Certificate

Gained skills in network security, systems administration, Linux, risk management, and incident detection/response.

• TryHackMe Cybersecurity Labs

Completed SOC Analyst training paths, Windows & Linux fundamentals, and hands-on practice in identifying and mitigating vulnerabilities. Technical Skills

• Windows OS Administration • Active Directory • DNS/DHCP • File/Print Services

• Hardware & Software Troubleshooting • Imaging & Provisioning • System Setup

• Endpoint Security • Antivirus Tools • Networking (LAN, TCP/IP) • Remote Tools

• Helpdesk Support • Microsoft Office Suite • Customer Service • Bilingual: English/ Spanish

Professional Experience

Residential Network Specialist

Spectrum – Durham, NC • Present

• Installed, maintained, and troubleshot residential network and connectivity issues.

• Supported client-side networking equipment including modems and routers.

• Delivered outstanding customer service while resolving technical concerns. Sales Development Representative

Momentum Solar – NC • Apr 2024 – Jan 2025

• Engaged customers with technology-based product demonstrations.

• Maintained CRM systems and assisted with troubleshooting solar platform tools. Sales Consultant

Raptor Consultants Group – Raleigh, NC • Oct 2023 – Apr 2024

• Provided technical consultation to clients on product specifications and services.

• Developed customer relationships and tracked issue resolution. Cashier/Customer Service

Goodwill Industries – Durham, NC • Jan 2023 – Oct 2023

• Delivered prompt and courteous service in a fast-paced retail setting.

• Handled transactions and responded to customer needs effectively. Education

High School Diploma

Richard R Green High School Of Teaching – New York, NY Sep 2019 – Sep 2023

Other Qualifications

• Valid Driver’s License

• Excellent organizational and interpersonal skills

• Strong understanding of IT support workflows, SLAs, and customer-first mindset

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