Customer Service It Support

Gerry Acevedo

*** ********* ** *** *******, CT ************.***@*****.*** 860-***-****

Skills

Customer service Awards (IBM)

Electronics GROL FCC certified.

Client Management

Remote / On site

Business Analysis

Drone pilot certified

Dell Certified expert technician

Hardware Laptops, Desktops

Break fix expert

security+,Network+, A+,

MCDST, MCP Microsoft certified.

Service now ticketing software

School district experience

Group team management

CRM software trained

Commercial field underwriter

Personal & commercial client retention & management.

POS Point of sale(IBM, NCR)

ATMs – Tained Diebold

Printer expert -Laser,Labels, Dot matrix, thermal, etc.

MS Office, Windows, Linux, Apple

IT Support, Networking, Cabling, servers, software, applications.

Cybersecurity, compliance

US ARMY Veteran

Electronics GROL certified.

Finalsite knowledge

Bilingual

Life, Final expenses expert.

Claims specialist

Field underwriter.

Negotiation / Estimating

Professional Experience

Insurance client management – sales

(TTEC – Progressive Insurance) Current

Interact with clients from 9 different states, help them with any policy support issues. Support website portal, Application set ups, connectivity

Explain Progressive Auto insurance coverages. Technology usage.

Independent Computer/Laptop, Printers, Copiers repairs (Part time)

Side self 1099 job (side hustle) IT security - Firewalls, Splung

Independent Broker, New Britain, CT Feb 2023 – jan 2024 IT insurance CRM

Independent Insurance Broker / Commercial specialist.

Currently running as an independent broker reaching out and prospecting to potential clients.

Help clients open and follow claims process.

Inspected dwelling damages / aerial footage(drone)

Set meetings with clients to understand current insurance coverage and identify any opportunity for changes or increased need.

Work with client and insurance providers to go through underwriting process, and communication with all parties on timeline.

Crawford & Company, IT inspector – Specialist Hartford, CT Aug 2023 – Feb 2024

Field Contents Insurance Specialist (Personal & Commercial)

Manage territory of existing clients with underwriting needs. Expand and sought opportunity for new clients as well.

Offer education on current insurance and identify any gaps or additional needs.

Run life cycle of clients’ insurance needs through discovery, to underwriting, to placement and renewal.

Do estimates of all contents damages(Fire, water, storms claims)

Interact with homeowners, P.A.,desk adjusters, mitigation companies, etc.

Farmers Insurance, IT desktop support Manchester, CT Jan 2020 – Aug 2023

Owner & Insurance Agent (Personal lines & Commercial)

Owned and operated a Famers Insurance agency with a small team to manage.

Managed a large book of business focused on the P&C space of insurance lines. Sales included auto, home, commercial, and some personal lines as well.

Worked onsite with clients whether home or commercial property for inspection during underwriting and any claims process.

Manage client relationships and identify opportunity to expand book of business.

Help clients with auto and homeowners claims.

Field underwriting for residential and commercial clients.(Drone aerial inspections – roofing/siding/lot)

Pratt & Whitney, Hartford, CT Aug 2014 – Oct 2019

IT Desktop Cybersecurity analyst/Windows Support Analyst

Provided computer support to end users.

Grant admin rights, reset passwords, and provided troubleshooting for MS Office Suits and Windows operating systems.

Supported printers, cell phones and wireless networks. Resolved DNS issues. Set firewalls. Installed different applications.

Printer repairs (Lasers, copiers)

Servers set ups

Education

Capital Community College, East Hartford, CT Cybersecurity course

Pursuing Bachelors degree.

Licensure & Certifications

CompTIA A+ Computer certified technician

Network+ Networking certified

Security+ Cybersecurity

DELL certified

Printers specialist

CRM – Salesforce specialist

FCC Electronics Certified

Dell Certified

Microsoft Certified Professional, MCDST

US ARMY Field Artillery

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