Proficent in Microsoft Office
Bryan Yaroma
Port Saint Lucie,FL
Summary
An Information Technology technician looking for a higher-level position within the organization, where I can utilize my experience and knowledge while continually being challenged at work. I am a United States Marine Corps veteran, experienced in project management and business interactions with internal and external customers, with a proven ability to implement organizational initiatives that enhance operational processes and cost-effectiveness. Able to provide on-site and remote technical support to include personal computer, laptop, tablet, cellular phones, and printer system hardware and software set up and installation, application software support, maintenance, problem determination and resolution, and primary customer coordination. Responsible for planning management of individual work orders, and methods to implement client satisfaction, with sensitivity to mission needs, and employee performance.
Energetic and adaptable professional with knack for connecting with customers and fostering long-term relationships. Possesses solid understanding of customer needs and conflict resolution, coupled with strong communication and problem-solving skills. Committed to driving customer satisfaction and loyalty through personalized support and effective issue resolution.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Retention Specialists
Admin Tasco LLC
08.2023 - 03.2024
- Customer retention specialists design and implement customer retention strategies to increase loyalty and retain business.
- Persuasive speaking skills and positive language to steer conversation to positive outcome.
- Adaptability and patience to the specific conversation and customer to provide them with the best level of customer service.
- Clear communication, effective listening skills, and empathy are all utilized to understand the customer issues or complaints to find best solution for the customer.
- Knowledgeable on diverse information provided by company on policies, affiliates, claims, and billing.
- Managed 150 outgoing calls and 250 incoming calls per day
Service Desk Technician I
City Of Port St Lucie
09.2007 - 06.2023
- Support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance.
- This role will troubleshoot problem areas (in person, by telephone, or via remote access tool) in a timely and accurate manner and provide end-user assistance where required.
- This role is Priority One assignment for County emergencies, hurricane disaster recovery, etc.
- Initial point of contact for incoming internal and external telephone calls for service. Acting as a first point of contact to log, classify and prioritize user queries, requests, and problems in support of the various computers, network and telephone systems and associated peripheral equipment.
- Perform end user assistance and deploy software packages using remote desktop management.
- Identifies and takes corrective action to remove malware, spyware, and viruses to maintain integrity of IT environment.
- Ensures end user workstations interconnect seamlessly in a multi-layered client/server environment with diverse systems.
- Prepared outgoing governmental correspondence, for both internal and external dissemination.
- Accurately documented, analyzed then assisted in problem solving basic customer business needs.
- Professionally and effectively solved internal and external customer disputes and provided additional information or explanations on the services provided or available to address customer’s needs.
- 15 service tickets at the minimum handled daily as well as incoming customer support calls
Unit Level Circuit Switch Operator/ Field Wire Man
United States Marine Corps
04.2003 - 04.2007
- Ground electronics and communications maintenance, tactical communications, and maintenance to ensure that Marine commanders at all levels can exercise command and control across the full range of military operations.
- Accurately and confidentially documented and addressed day to day business needs.
- Screened and directed employee and public requests.
- Prepared out going governmental correspondence, for both internal and external dissemination.
- Worked independently and cooperatively on assigned tasks.
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
Education
Associates Degree - Political Science/Public Administration
Indian River State College
Ft. Pierce, FL06.2002
Skills
- Ability to work effectively with customers, internal staff, management, and external contractors, vendors, and or suppliers
- Proven analytical and problem-solving abilities
- Ability to analyze customer’s needs and formulate business requirements and summarize the information technology solution in non-technical terms
- Team collaboration
- Ability to present oral and written reports clearly and concisely
- Ability to work with customers on installation/implementation of hardware and applications software
- Logical thinking with strong interpersonal skills and command of the English language is essential
- Resolve reported problems in an orderly and expedient manner
- Plan activities to accomplish the workload effectively
- Analyze customer needs and formulate into requirements for the development of proposed information technology solutions
- Plan, design, and recommend solutions to address the customer’s requirements including software, hardware, and training
- Calm and professional under pressure
- Patience and tolerance
- Customer service experience
- Customer service background
- Outstanding interpersonal skills
Certification
- CompTia A+ Certification
- Unites States Marine Corps 0612 Tactical Switching Operator School
- United States Marine Corps 0614 Unit Level Circuit Switch Operator/Maintainer School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balance401k matchPaid sick leavePaid time offHealthcare benefitsFlexible work hoursTeam Building / Company RetreatsCompany CultureQuote
“It may seem difficult at first, but everything is difficult at first.”
Miyamoto Musashi
Software
Profiecent in Active Directory
Interests
Fitness
Movies
Warhammer 40,000
Timeline
Customer Retention Specialists
Admin Tasco LLC
08.2023 - 03.2024
Service Desk Technician I
City Of Port St Lucie
09.2007 - 06.2023
Unit Level Circuit Switch Operator/ Field Wire Man
United States Marine Corps
04.2003 - 04.2007
Associates Degree - Political Science/Public Administration
Indian River State College
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