David Rios-Sanchez
Germantown,MD
Summary
Friendly Help Desk Technician with 8 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Associate Service Desk Technician Tier 1.1
Iron Bow Technologies
Remote, Maryland
03.2021 - Current
- Answer incoming customer calls to Tier 1 Help Desk
- Create, update and close customer tickets in ServiceNow ticketing portal for every call answered and according to defined ticket compliance requirements.
- Ask probing questions, listen and record data capture details and actions performed in all customer tickets.
- Responsible for user setup and troubleshooting of mobile devices as well as end-user training withing a video connection platform and application.
Service Desk Technician
Maryland Dental Center
Remote, Maryland
02.2020 - 03.2021
- Responsible for monitoring and maintaining the company’s computer systems, installations and configuring hardware and/or software issues.
- Provide technical assistance and support for incoming queries and issues related to computer systems.
- Answer incoming customer calls to Tier 1 Help Desk.
Operations Specialist Manager
T-Mobile
Gaithersburg, Maryland
04.2017 - 03.2021
- Complete inventory management tasks including organization of products and regularly scheduled counts.
- Accurately record store inventory.
- Conduct device/cycle counts and physical count reconciliations and inventory returns.
- Maintain the appearance of the sales floor and back office.
- Merchandise and stock products, collateral and required postings.
- Communicate key priorities, merchandising standards and store appearance observations to store leadership team.
- Assist store lead team with back office tasks to ensure the store is compliant and operating efficiently.
Technician Consultant
T-Mobile
Gaithersburg, Maryland
10.2015 - 04.2017
- Provide resolution to customer issues relating to equipment problems, including but not limited to operational, maintenance and repair aspects of equipment.
- Provide resolution to customer issues relating to equipment problems, including but not limited to operational, maintenance and repair aspects of equipment.
- Meet or exceed key performance objectives that include service and repair metrics, sales and customer satisfaction goals.
- Perform various inventory tasks such as inventory levels and merchandising product on the sales floor.
Education
High School Diploma -
Quince Orchard High School
Gaithersburg, MD06.2011
Skills
- Hardware and Software Configuration
- Incoming Call Management
- Time Management
- Remote Technical Support
- Attention to Detail
- Technical Troubleshooting
Certification
CompTIA Security+ Certification
Clearance
Public Trust
Timeline
Associate Service Desk Technician Tier 1.1
Iron Bow Technologies
03.2021 - Current
Service Desk Technician
Maryland Dental Center
02.2020 - 03.2021
Operations Specialist Manager
T-Mobile
04.2017 - 03.2021
Technician Consultant
T-Mobile
10.2015 - 04.2017
High School Diploma -
Quince Orchard High School