Customer Service Technical Support

GILBERT CRUZ SANTANA

Mobile: 787-***-**** Mail: **********@*****.*** Address: Raleigh, North Carolina PROFESSIONAL SUMMARY

Motivated and disciplined IT professional with CompTIA A+ and ITIL v4 certifications, transitioning from a six-year career in the U.S. Air Force. I bring strong foundational knowledge in troubleshooting hardware, software, and basic networking. Known for delivering excellent customer service, following structured procedures, and staying calm under pressure. Bilingual in English and Spanish, with strong communication and teamwork skills. Currently studying cybersecurity to deepen technical knowledge and prepare for a career in IT support and beyond.

CORE COMPETENCIES

Technical Support

System Monitoring

Network Troubleshooting

Hardware Repair

Software Installation

User Assistance

Remote Support

Ticket Management

Access Control

Issue Resolution

Documentation Management

Process Adherence

Security Compliance

Malware Removal

Command-Line Navigation

Incident Reporting

Root-Cause Analysis

Team Leadership

Customer Service

Knowledge Base

Active Directory

PROFESSIONAL EXPERIENCES

Security Forces NOV 2018 – JUN 2024

United States Air Force

Delivered professional customer service to military personnel, civilians, and visitors while maintaining safety and enforcing base access protocols.

Conducted security patrols and controlled entry points with a focus on courteous, respectful interactions, even in high stress or urgent situations.

Resolved conflicts calmly and professionally, ensuring compliance with regulations while de-escalating tense encounters.

Demonstrated strict discipline, attention to detail, and integrity in all tasks, including routine checks, incident reporting, and evidence handling.

Maintained a polished appearance and professional demeanor while representing the U.S. Air Force in daily operations.

Trained and mentored junior personnel on communication, professionalism, and following structured procedures.

Handled sensitive information with confidentiality and adhered to strict protocol when responding to alarms, emergencies, or security breaches.

EDUCATION AND CREDENTIALS

Associate Degree in Business Administration (GPA: 3.6) Technological Institute of Puerto Rico MAY 2015 – MAY 2017

Security Forces Academy – Law Enforcement & Security Operations U.S. Air Force JAN 2019 – MAY 2019

CompTIA A+ – Validated expertise in hardware, software, and troubleshooting

ITIL v4 Foundation – Knowledge of IT service management best practices

Active Security Clearance

Veteran: Honorable Discharge (DD214)

TECHNICAL SKILLS

Operating Systems: Windows, Linux (basic)

Technical Support: Hardware & software troubleshooting, network issues, malware removal

Tools & Platforms: Windows Terminal, Linux CLI, Microsoft Office Suite, Adobe

User Support: Ticketing systems, service desk workflows, remote assistance

Directory Services: Basic knowledge of Active Directory

ITIL Processes: Incident, Change, and Problem Management

Documentation & Reporting: Record management systems, SOPs

Languages: English (fluent), Spanish (fluent)

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