Customer Service IT Professional

Adri De Aza Reyes

Plantation, Florida, ***** • 786-***-**** • ********@*****.***

Skills

Languages: Fluent in Spanish and English

Technical Skills: Microsoft Office Suite, ServiceNow, Bomgar support, Oracle POS Troubleshooting

Core Competencies: Policy & Rule Enforcement, Case & Ticket Management, Customer De-escalation, Technical Troubleshooting, Attention to Detail

Experience

Blackstone Miami, FL IT Desktop Support January 2023 – July 2023

Managed and resolved over 200 case tickets using ServiceNow, providing clear technical assistance to users while consistently meeting all defined SLAs for response and resolution.

Enforced security policies by managing user account lifecycles, installing and configuring applications, and applying system updates to maintain data integrity.

Maintained meticulous records of all hardware and software assets, tracking equipment deployment and retirement.

Starbucks Miami Beach, FL Barista Trainer December 2019 – Present

De-escalates customer issues by leveraging strong communication skills, resolving problems effectively while maintaining a positive demeanor in a fast-paced, high-pressure environment.

Ensure operational success by training new employees on company standards and troubleshooting technical issues with the POS system to maintain smooth workflow.

Accurately handles cash transactions and completes daily cash audits to balance drawers

Education

Year Up Miami, FL Professional Skills Training October 2022 – July 2023

Completed an intensive one-year career development program that included college-level courses, professional training, and a six-month corporate internship, developing key skills for success in a corporate environment.