Help Desk Customer Service

JULIO BORBOLLA

813-***-**** **************@*****.***

SUMMARY

Recent graduate of a Help Desk Technician certificate program with 5+ years of customer service experience. Strong communicator and highly organized professional seeking an entry-level IT position to grow within the field. Eager to contribute technical knowledge and dedication to a collaborative support team.

SKILLS

Customer Service & Communication

Team Collaboration & Time Management

Problem Solving & Decision Making

Microsoft Office Suite (Word, Excel, Outlook)

Basic Hardware and Software Troubleshooting

Ticketing Systems (familiar with concepts)

Windows OS & Help Desk Fundamentals

EXPERIENCE

Driver (Self-Employed), Uber, Lyft, Amazon Flex (07/2019 – Present)

Provided timely, professional service to customers across platforms.

Maintained a high satisfaction rating through punctuality and communication.

Product Technical Support / Claims Management, ICP Group (03/2020 – 07/2023)

Educated clients on technical product application and usage.

Managed the claims department including analysis of customer concerns and historical weather data.

Consulted with lab technicians to support product-related investigations and outcomes.

Workflow Coordinator, Integreon Managed Solutions (03/2017 – 07/2019)

Coordinated project workflows and team communication across global locations.

Handled document processing, mailbox management, and internal/external inquiries.

Legal Entity Review, HSBC (08/2015 – 12/2016)

Reviewed documentation for accuracy and compliance with regulatory requirements.

Trained new employees on lien release processes and coordinated with internal teams.

Claims Analyst, Bank of America (09/2011 – 06/2015)

Handled escalated customer claims and performed account investigations.

Made complex decisions regarding debits and credits based on research and risk analysis.

EDUCATION

Certificate Program in Information Technology, Hillsborough Community College – 2024

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