Microsoft
Andres Perez
Wesley Chapel,FL
Summary
Passionate, self-motivated analyst with a strong background in networking, leadership, and communication, with 6+ years of experience helping customers and businesses troubleshoot and resolve technical issues in person and remote. As a communication and networking tech, effectively helped Comcast reduce customers repeat rate by 30% while helping my team with their tasks and reduce the team repeat rate by 45% in two quarters.
Overview
15
15
years of professional experience
13
13
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Claims Specialist
Progressive Insurance
St. Petersburg, FL
05.2016 - Current
- Conducted full and thorough claim investigations and reported updates and legal actions.
- Followed up with customers on unresolved issues.
- Reported policy changes and company conditions affecting customer satisfaction.
- Acted as claims subject matter expert, answering internal and external questions and inquiries.
- Utilized appropriate cost containment techniques to reduce overall claim costs.
- Completed onsite Mitchell estimates with photos and comprehensive narrative reports.
CCTV and Network Technician
Comcast
Miami, FL
07.2007 - 05.2016
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Collaborated with networking personnel at providers and data centers to determine origination points for faults and recover from malfunctions.
- Analyzed and defined network requirements, optimization and support for home and business projects.
- Operated 4-pair test equipment to terminate network cabling at blocks and routing points.
- Installed cabling, wireless routers and telephone systems for data communications networks.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Cyber Security Certification - Cyber Security
University of California, Berkeley
Berkeley, CA 08.2021 - Current
No Degree - Business Administration And Management
Southern New Hampshire University
Online 03.2015 - Current
No Degree - General Studies
Miami Dade College
Miami, FL 08.2005 - 07.2007
High School Diploma -
G. Holmes Braddock Senior High School
Miami, FL 08.2001 - 06.2005
Skills
Teamwork and Collaboration
Problem solving skills
Intrapersonal skills
Cybersecurity
Cloud computing
Time management skills
Data integrity
Team building
Technical support
Reporting skills
Software
Linux systems
Certification
Google IT Support Specialization
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved software bug which led to improved customer satisfaction.
- Designed and created multiple virtual networks with Docker and Ansible to monitor for malicious traffic using Kibana.
- Managed virtual network's firewall system, created multiple YAML files for install and monitoring optimization.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you don’t become the ocean you’ll be seasick every day.
Leonard Cohen
Timeline
Operating Systems and You: Becoming a Power User
09-2022
The Bits and Bytes of Computer Networking
09-2022
Google IT Support Specialization
12-2021
IT Security: Defense against the digital dark arts
12-2021
System Administration and IT Infrastructure Services
09-2021
Cyber Security Certification - Cyber Security
University of California, Berkeley
08.2021 - Current
Technical Support Fundamentals
08-2021
Claims Specialist
Progressive Insurance
05.2016 - Current
No Degree - Business Administration And Management
Southern New Hampshire University
03.2015 - Current
CCTV and Network Technician
Comcast
07.2007 - 05.2016
No Degree - General Studies
Miami Dade College
08.2005 - 07.2007
High School Diploma -
G. Holmes Braddock Senior High School
08.2001 - 06.2005