IT Technician with Customer-Focused Tech Support

Mark Anthony Rocha; 303-***-****; ****.*******@*****.***

IT TECHNICIAN

Proficient at networking with stakeholders and developing relationships. Additionally, I have extensive customer service and sales development skills.

EXPERIENCE

Kiosk Information Systems; Louisville, CO

03/2024 to present

CUSTOMER EXPERIENCE - TIER I

Resolved client monitoring tickets using Sales Force with outbound/inbound calls. Engage client and technician with remote support, ticket escalation, parts orders, and technician scheduling

Technical inbound support for technician troubleshooting and configuration issues remotely: Kaseya (Windows), Soti (Android), and K-nect (Windows), for remote resolution

Contractor -- IT TECHNICIAN

11/2021 to 12/2023

Imaged and or deployed Lenova devices, HP, Cisco switches, etc. Clients included: Chevron, City & County of Denver, Denver Health, & Colorado CDHS

Loaded software and transferred client device configurations (Adobe, Office 365, Autocad, etc.) using SCCM and or a software repository

Resolved client tickets; software and configuration issues on-site & remotely (Bomgar, Ninja, Absolute, MS Remote Desktop, State of Colorado OIT, Active Directory, & IAM access)

TTEC Inc.; Greeley, CO

01/2019 to 11/2021

WEBSITE CUSTOMER CARE SPECIALIST

Tier I Customer Service for banking website and mobile application; documented & escalated calls using Service Now

Facilitated problem resolution with other departments to achieve First Level Resolution (FLR) on most tickets

Johnson Controls, Inc.; Aurora, CO

10/2011 to 01/2018

TECHNICAL CUSTOMER CARE REPRESENTATIVE

Camera escort and emergency dispatch coordination with AHJ (Authority Having Jurisdiction)

Successful troubleshooting to achieve First Level Resolution (FLR) on most calls.

ADDITIONAL EXPERIENCE

Retail Sales Manager for Kacey Fine Furniture

Sales and National client development as VP of Sales for Silvergate Distributors

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Chemistry Univ. of Northern Colorado (including IT coursework)

ADDITIONAL ACCOMPLISHMENTS

USA Hockey Level II Certified

Instructor at Mi Casa Women’s Resource Center

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