Summary
Overview
Work History
Education
Skills
Languages
Certification
Languages
References
Timeline
Generic

Arturo Betancourt

Tamarac,FL

Summary

Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Technical Support Specialist

CTN Telco (Converged Telephony Networks)
Fort Lauderdale, FL
08.2023 - Current
  • I oversee all installation of VOIP phone system for new customers.
  • Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
  • Resolved escalated customer inquiries via telephone or remote access tools.
  • Tracked progress of service requests using ticketing system while providing timely updates to customers.
  • Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
  • Monitored and responded quickly to requests received through the IT help desk ticketing system.
  • Created detailed technical documentation for IT processes and procedures.
  • Served as first point of contact for incoming technical service calls and emails.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Used remote login tools to assist clients with technical and product questions.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Guided customers through step-by-step solutions in a clear and concise manner.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Updated customer information and account status in the database following each interaction.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Collaborated with internal teams to ensure optimal performance of the VoIP networks.
  • Troubleshooted complex VoIP problems related to call routing, voice quality issues and other telecommunication systems.
  • Successfully configured and readied VoIP equipment for customer delivery.
  • Provided training to newly hired Tier 1 Technician candidates.

Team Coordinator

Gucci
Sunrise, FL
11.2022 - 06.2023
  • Built strong relationships with customers through positive attitude and attentive response.
  • Addressed customer service overflow to reduce complaints.
  • Managed team workload to reach targets for specific tasks.
  • Reminded technicians of monthly safety training and updated personnel records upon completion.
  • Used advanced features of Microsoft Office to complete all necessary reports for senior management review.
  • Helped oversee employee iOS cellphone software updates, along with Microsoft computers.
  • Help solve any handheld printer issues.
  • Maintain company register reoccurring issues when needed.

Help Desk Assistant /Customer Service Representative

Firstservice Residential
Hollywood, FL
03.2021 - 06.2022
  • Enthusiastically responded to an average of 40 incoming calls daily, providing excellent customer support and effectively resolving customer issues.
  • Delivered high-quality technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security.
  • Performed regular system documentation maintenance in the ticketing system
  • Provided technical assistance related to basic system and computer functions
  • Addressed and resolved hardware and software issues in a timely manner
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.

Regional Manager

Oncall Parking
Lauderhill, FL
09.2018 - 02.2022
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
  • Leveraged profit opportunities by recruiting top talent and managing brand image to exceed plan performance.
  • Installing LPR systems for all patrol vehicles.
  • Connecting our LPR systems to the network domain.
  • Troubleshooting LPR systems, including networking issues.
  • Deployment of hardware/software.
  • Work with our lead programmer/web designer to match the client user interface specifications with its design.
  • Supervised staff to optimize brand expansion initiatives and productivity.
  • Improved customer experience by creating custom showrooms across real estate locations.

Education

High School Diploma -

American WorldWide Academy
Miami, FL

Skills

  • Basic computer architecture
  • Operating systems (Windows, Linux)
  • Software management
  • Troubleshooting
  • Customer service
  • VPNs and proxies
  • Systems administration
  • IT security
  • Computer networking
  • Instruction and training
  • Helpdesk call support
  • Mobile device management
  • Desktop support
  • Windows 10
  • VoIP Systems
  • Advanced troubleshooting
  • Appointment Scheduling
  • Complaint resolution
  • Product Troubleshooting
  • Remote Support
  • Training abilities
  • LAN/WAN

Languages

  • English
  • Spanish

Certification

Google IT Support Professional Certificate

Languages

English
Full Professional
Spanish
Limited

References

References available upon request.

Timeline

IT Technical Support Specialist

CTN Telco (Converged Telephony Networks)
08.2023 - Current

Team Coordinator

Gucci
11.2022 - 06.2023

Help Desk Assistant /Customer Service Representative

Firstservice Residential
03.2021 - 06.2022

Regional Manager

Oncall Parking
09.2018 - 02.2022

High School Diploma -

American WorldWide Academy

Similar Profiles

CREATE PROFILE