Customer Service Help Desk

MICHAEL RAZO CABALLERO

Victorville, CA ***** Mobile: 747-***-**** **********@*****.***

www.linkedin.com/in/michael-caballero-36626033

Certified Full Stack Network Associate + Electric Vehicle Certified Master Technician with 8 years of experience as Automobile Technician and customer service and an aptitude for making customers happy. Experienced with computer hardware and computer-related troubleshooting. Design, implement and maintenance of the network infrastructure. Seeking to blend my previous work experiences in a helpdesk, Tier 1 or similar position.

CERTIFICATION

Certified Full Stack Network Associate

Credential ID Reference: FSNA-1251

Obtained December 2024

Valid through December 2027

Cisco Certified Network Associate (CCNA) 200-301

Obtained December 14, 2024

Next Generation Training for IT Professionals

Server Virtualization and VMware

Obtained June 3, 2025

Next Generation Training for IT Professionals

SKILLS

Computer Hardware and Software

• Cybersecurity • Hardware Installation • Hardware Troubleshooting • Malware Identification • Software Troubleshooting • System Backup and Recovery • Threat Detection and Analysis • Windows

Computer Networking

• Data Security • Firewall Configuration • Network Management, Security, and Troubleshooting • Routing and Switching • Software Defined Networking •IP Addressing and Subnetting • VLAN and Switching • IP Routing in VLANs & WANS • Full Stack Networking • Vulnerability Management • DNS • DHCP • VPN • Network Management, Security and IP Services • Configuring Cisco Networks

Customer Service

• Communication • Empathy • Help Desk Support • Technical Support • Product Knowledge • Patience • Teamwork

WORK EXPERIENCE

BROWNING AUTOMOTIVE GROUP

VALLEY HI-KIA – Victorville, CA

March 2017 – February 2025

CERTIFIED SERVICE TECHNICIAN (February 2018- February 1, 2025)

Kept equipment available for use by inspecting and testing vehicles, and completing preventive maintenance such as engine tune-ups, oil changes, tire rotation and changes, wheel balancing, and replacing filters.

Maintained vehicle functional condition by listening to operator complaints, conducted inspections, repaired engine failures, repaired mechanical and electrical systems malfunctions, replaced parts and components, and repaired body damage.

Verified the vehicle's serviceability by conducting test drives and adjusting controls and systems.

Complied with state vehicle requirements by testing engine, safety, and combustion control standards.

Conferred with customers to obtain descriptions of vehicle problems and to discuss work to be performed and future repair requirements.

LUBE TECHNICIAN (September 2017 – February 2018)

Perform minor repairs, such as adjusting brakes, replacing spark plugs, or changing engine oil or filters. Rotate, test, and repair or replace tires.

Grease and lubricate vehicles or specified units, such as springs, universal joints, or steering knuckles, using grease guns or spray lubricants.

Performed oil changes and full inspections of vehicles

Helped other mechanics around the shop with their repair orders.

Learned to efficiently inspect vehicles, change oil, and generate a report promptly.

Gained knowledge of vehicle maintenance, common problems, and troubleshooting methods.

SERVICE PORTER (March – September 2017)

Assists customers with questions and directs them to the appropriate personnel.

Keep vehicle lots neat and orderly, moving cars as directed and by dealership display standards.

Cleans driveway and sidewalks, removing debris as necessary.

We shuttled customers and vehicles from point A to B safely and within accordance with the law.

Drives vehicles to and from service lanes, service stalls, and parking lot as needed.

Follows all company safety policies and procedures and immediately reports any accidents to a manager or supervisor.

CAL-TECHS AUTOMOTIVE – Northridge, CA

November 2015 – February 2016

SERVICE WRITER

Develops estimates by costing materials, supplies, and labor, calculating customer’s payment

Maintains customer rapport by explaining estimates and expected return of vehicle, obtaining customer’s approval of estimates

Maintains automotive records by recording problems and corrective actions planned

Ascertains automotive problems and services by listening to customers' description of symptoms; clarifying descriptions of problems; checking vehicle maintenance records

Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required.

Assign vehicle inspection to a mechanic

Acts as liaison between customer and vehicle technician

Provides cost estimates

Assists service advisors in analyzing the nature of vehicle issues

Imparts information to the customer regarding the work provided by the mechanic

Provides cost estimates

Answers customer questions regarding vehicle condition, wait time, and cost.

Explains terminology and the nature of work completed to customers.

Print out billing statements.

Explains billing details to the customer

Processes customer payments

Maintains logs of vehicle work completed

Answers service area phones and schedules appointments as needed

STARBUCKS PHILIPPINES

BARISTA

December 2010 – September 2015

Enhance the number of returning customers by 20% through effective coffee-making and customer service skills

Greet customers as they arrive at the Starbucks outlet and inquire about their orders

Attained special awards

Ensure that any complaints are entertained positively to keep patrons happy and ensure recurring business

Note orders and serve coffee, food, and beverages to guests in timely manner

Make coffee using several brewing methods such as pour-over, espresso, and cold brew

Ensure cleanliness and sanitization of all work areas

Communicate with customers, note their preferences, and take feedback

Perform cashiering and inventory management tasks

Monitor wastage and record consumption of items

EDUCATION

Next Generation Training for IT Academy (NextGenT Academy)

Information Technology

2004 - present

EUGELIO AMANG RODRIGUEZ INSTITUTE OF SCIENCE & TECHNOLOGY

Bachelor of Science in Industrial Technology Major in Automotive

2012-2016

UNIVERSITY OF THE EAST

Bachelor of Science in Electronics and Communications Engineer

2000-2003

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