ADRIAN CRUZ-CORDERO
Charlotte,NC
Summary
Experienced IT professional with a strong passion for the technology and transportation industries. Fluent in multiple languages, reflecting a love for travel and exceptional social perceptiveness. Committed to delivering service excellence, leveraging a diverse background, education, and work experience to gain valuable insights. Appreciates the unique aspects of both the technology and transportation industries, recognizing their complementary potential to become staples in the world economy.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Automotive Service Consultant
Hendrick Lexus Charlotte; Hendrick Automotive Group
04.2024 - Current
- Greet guests and generate repair orders accurately and quickly while listening attentively to the guests' concerns
- Provide and uphold timelines for completion while coordinating with parts department and shop dispatcher to ensure timeline goals are met
- Manage 20+ repair orders simultaneously and generating between 15-20 repair orders daily
- Provide detailed quotes for any work recommended due by time/mileage requirements per the manufacturer and/or by technician recommendation based on condition/wear of certain components
- Create accurate and detailed invoices, answering any questions the guest may have upon check out
- Create appointments for guests via phone call or in person, anticipating their needs and accommodating their schedules and budgets
- Proposing different payment options to allow vehicle to be repaired as needed while working within the guests' budgets
- Manage loaner agreements and verify driver's licenses and insurance
- Deliver vehicle back to guests homes, workplaces, or other places where guests would like their cars delivered
- Stay up-to-date on all of the latest recalls, TSBs, and new training modules release via manufacturers online university (Lexus Learn)
- Maintain Lexus Certification by attending required classes and completing online training
- Uphold Lexus' high standards for customer service, coined 'Omotenashi'
- Refer guests to sales department whenever interest in a new vehicle arose and/or when repair of their current vehicle made little financial sense due to cost exceeding or nearing value of vehicle
Automotive Service Consultant
Berlin City Honda of Portland; Summit Automotive Group
07.2022 - 04.2024
- Acted as the primary point of contact for customers, addressing their inquiries and concerns by actively listening to customer needs and finding suitable solutions that fit within their budget and schedule
- Efficiently managed the service appointment schedule, optimizing workflow and ensuring timely completion of projects
- Coordinated with the service team to allocate resources effectively to meet/exceed customer expectations
- Managed and maintained customer records and vehicle history, ensuring accurate and up-to-date information and compliance with company and industry standards
- Prepared detailed service estimates, including parts costs, labor costs, and timeframes
- Conducted regular follow-ups with clients to confirm satisfaction with services rendered, fostering trust and loyalty.
- Implemented effective upselling techniques, resulting in increased revenue generation from additional services offered.
- Enhanced customer satisfaction by providing personalized automotive service recommendations and solutions.
Cyber Security Analyst III
PrideOne Technologies; TIAA
10.2020 - 06.2022
- Regularly monitored SMTP, HTTPS(s), and FTP outbound activity in various policies in Symantec Data Loss Prevention solution and handled incidents accordingly
- Identified possible threats and/or anomalous activity using multiple cybersecurity controls and efficiently escalated incidents and/or offending users to appropriate teams
- Updated existing policies and/or created new policies to lessen the coverage gap in security controls
- Extracted data from data warehouse, Symantec incident reports, and various logs for analysis and presented the data in an easily understandable format for internal distribution (ex: DLP-related metrics)
- Handled onboarding access requests for new team members while updating access documentation shared within team
- Resolved tickets assigned to team via ServiceNow/GetIT
- Collaborated with team members on various smaller projects related to Symantec DLP policies and policy health monitoring/coverage gap analysis
Nuclear Information Technology Summer Intern
Duke Energy Corporation
05.2018 - 08.2019
- Provided in-person and remote technical support to users at Catawba Nuclear Station, McGuire Nuclear Station, Harris Nuclear Plant, and Oconee Nuclear Station
- Assisted in the deployment of updated company hardware and software during Workstation Refresh 2018
- Traveled to various Duke Energy nuclear power plants to provide in-person assistance in the deployment of software and hardware and technical support to end-users
- Tracked/managed IT asset inventory upon reception, unloading, and deployment of company hardware
- Maintained and strengthened customer relationships through quick, accurate, and friendly service in times of technical frustration
- Created and maintained professional relationships with other IT professionals at other plants and offices to facilitate solutions to end-user problems through in person and remote teamwork
Information Technology Intern
Charlotte Regional Visitor's Authority
06.2016 - 08.2016
- Monitored various systems to ensure smooth business operations in multiple departments
- Managed and distributed all company-owned hardware, software, and related accessories to allow for the most up-to-date tools for employees
- Installed and set up hundreds of new devices for all employees in the company when new equipment was issued
- Accessed several servers, switches, and user directories to solve unexpected problems that may have affected business operations
- Performed regularly scheduled maintenance and updates on hundreds of servers, switches, and employee devices to ensure maximum reliability, speed, and efficiency
- Diagnosed and resolved end-user technical problems to ensure maximum work efficiency
Education
BSBA - Computer Information Systems
Appalachian State University
Boone, NC05.2020
Skills
- Microsoft Office (Word, Excel, PowerPoint, Publisher, etc)
- Technical Support
- Active Directory
- Data Loss Prevention (DLP)
- ServiceNow
- Cyber Security
- Python (Programming Language)
- MS SQL Server
- SQL (Programming Language)
- Information Technology
- Gap Analysis
- Communication
Languages
English
Spanish
German
Certification
CompTIA ITF+
CompTIA A+
Timeline
Automotive Service Consultant
Hendrick Lexus Charlotte; Hendrick Automotive Group
04.2024 - Current
Automotive Service Consultant
Berlin City Honda of Portland; Summit Automotive Group
07.2022 - 04.2024
Cyber Security Analyst III
PrideOne Technologies; TIAA
10.2020 - 06.2022
Nuclear Information Technology Summer Intern
Duke Energy Corporation
05.2018 - 08.2019
Information Technology Intern
Charlotte Regional Visitor's Authority
06.2016 - 08.2016
BSBA - Computer Information Systems
Appalachian State University
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