Customer Service Technical Support

689-***-**** RODNEY S. SIMS II *******@*****.***

Customer Service Technical Support Quality Assurance

Experienced IT Support Specialist with over 10 years of experience supporting hardware, software, and telecom

systems. Proven track record in troubleshooting network issues, assisting over 100 MSPs, and delivering

exceptional customer service. Skilled in optimizing performance and ensuring efficient IT s

CORE SKILLS

• Networking (LAN/WAN, Routers & Switches)

• VOIP Systems & Remote Troubleshooting

• Computer Diagnostics & Repair

• Customer Support & Communication

• Microsoft Office Suite

EDUCATION & CERTIFICATIONS

Information Technology Security Administration – MyComputerCareer (May 2015)

ASQ Certified Quality Improvement Associate – Valencia College (Oct 2015)

IT WORK EXPERIENCE

Kaseya Tech Support Level 1 July 2023 – December 2024

• Provided tier 1 support for Kaseya software, resolving remote monitoring and automation issues.

• Resolved critical server connectivity for multiple MSPs, ensuring minimal downtime.

• Worked with 100+ MSPs to configure and optimize IT solutions.

Alorica Customer Experience Agent / Technical Support • Delivered phone/email support, applied troubleshooting techniques to resolve issues.

• Escalated complex cases and ensured timely follow-ups.

March 2022 – March 2023

Verizon Wireless Customer Service Representative • Provided tech support for mobile devices and conducted advanced troubleshooting.

• Assisted with firmware updates, data recovery, and system resets.

September 2021 - March 2022

Best Buy Computer Consultant • Installed and supported hardware/software; resolved LAN issues.

• Maintained IT systems across retail locations.

June 2008 - August 2011

OTHER WORK EXPERIENCE Randstad Staffing (Various Roles)

January 2014 - August 2020

• Warehouse & Logistics: Windoor, Cellofoam, Walgreens, Coca-Cola – Focused on quality control,

inventory, and shipment management.

Ready to bring my technical expertise and problem-solving skills to your team!

Contact this candidate