IT Professional

Alan Carrillo

**************@*****.*** linkedin.com/in/alan-carrillo/ Grand Prairie, TX (469) 628- 2256 SUMMARY

Resourceful IT support specialist with 3+ years of experience in technical troubleshooting, customer service, and systems support. Skilled in resolving hardware and software issues, managing IT assets, and providing hands-on assistance in remote and on-site environments. Known for strong communication and problem-solving abilities, with a proven track record in fast-paced technical roles. EDUCATION

The University of Texas at Arlington Arlington, TX Expected December 2026

• BBA - Information Systems GPA 3.6

• Recipient of PepsiCo S.M.I.L.E. Scholarship, awarded for academic excellence in college studies

• Relevant coursework: Introduction to Programming (Python), Advanced Application Development

(Java), Database Management Systems

Dallas Community College Dallas, TX May 2024

• Associate of Science GPA 3.8

EXPERIENCE

ISACA International IT Governance Organization Remote Customer Experience Specialist II January 2024 - Present

• Completed CMMI training and applied appraisal techniques to evaluate service-delivery processes

• Leading an eNPS improvement initiative focused on addressing internal team concerns around career development, training opportunities, and role clarity; analyzed feedback trends and implemented targeted strategies that elevated satisfaction in these areas

• Documented workflows and business requirements for IT and learning teams, proposing controls that reduced recurring issues by 10%

• Trained 5 specialists on governance-aligned processes, boosting team performance by 35% ISACA International IT Governance Organization Remote Customer Experience Specialist I January 2022 - January 2024

• Resolved avg of 290 monthly support tickets, addressing customer inquiries about products, memberships, and services through phone, live chat, and email, achieving 95% customer satisfaction rate and 100% quality rate

• Leveraged Salesforce and internal tools to optimize customer inquiries tracking and account management, streamlining service delivery from 10+ days to 1-3 days

• Maintained accurate documentation of customer interactions and resolutions, providing valuable insights for team performance reviews and process improvements TEKsystems Irving, TX

IT Help Desk Support October 2021 - January 2022

• Troubleshoot technical issues involving PCs, printers, and software for internal users across multiple departments

• Resolved 150+ technical support tickets weekly by utilizing data- problem-solving to diagnose issues and apply efficient solutions, achieving 100% customer satisfaction

• Communicated complex technical concepts clearly to non-technical stakeholders, fostering strong client relationships and ensuring solid understanding of IT solutions SKILLS

● Experienced with Salesforce, Jira, and Excel

● Fluent in written and spoken Spanish

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