David Roque
Miami,FL
Summary
Professional with strong work ethic and effective communication skills. Demonstrated ability to quickly learn and adapt to new environments. Experienced Computer User Support Specialist with proven troubleshooting capabilities, enhancing system functionality and user satisfaction. Improved help desk response times and user experience through proactive support and training initiatives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support Consultant
Self-employeed
Miami, FL
01.2020 - Current
- Configured networks to replicate real-world business environments effectively.
- Prepared detailed reports regarding system status or project progress updates.
- Identified system malfunctions or performance issues in a timely manner.
- Evaluated customer feedbacks in order to identify areas needing improvement.
- Provided technical support to customers and internal users via phone, email and remote access tools.
- Executed router and switch configurations while conducting subnetting exercises.
- Utilized Packet Tracer for simulating complex topologies and testing routing protocols.
- Troubleshot connectivity issues to enhance network performance.
- Maintained computer networks, peripherals and other related equipment.
- Installed, configured, upgraded, tested and troubleshot hardware, software applications, operating systems and network protocols.
Store Manager
CVS Health
Miami, USA
05.2016 - Current
- Managed daily operations, staff training, scheduling, and inventory control.
- Maintained customer satisfaction through problem resolution and service excellence.
- Utilized POS systems and backend software to track performance and reporting.
- Developed team communication and multitasking skills under fast-paced conditions.
- Delivered high-quality customer support via phone, in-person, and online.
- Resolved customer inquiries, complaints, and service requests efficiently.
- Gained experience in troubleshooting basic tech issues and escalating when needed.
Education
CCNA Routing & Switching - Network And System Administration
Cisco
Miami, FL08-2025
Some College (No Degree) - Computer and Information Sciences
MDC
Miami, FLSkills
- IP addressing and subnetting
- VLAN configuration
- Routing protocols: OSPF, RIP
- Network address translation (NAT)
- Dynamic host configuration protocol (DHCP)
- Domain name system (DNS)
- Cisco IOS and Wireshark
- Packet Tracer and Putty
- Remote desktop management
- Router and switch management
- Modem and access point setup
- Windows Server basics
- Active Directory fundamentals
- Help desk tools proficiency
- Microsoft 365 applications
- Leadership and communication skills
- Time management strategies
- Team collaboration techniques
Projects And Highlights
- Networking Simulation, Created a multi-site office network using Packet Tracer including VLANs, OSPF configuration, static and dynamic routing, and NAT.
- Customer Service to Tech Bridge, Identified and implemented tech solutions (POS hardware resets, minor networking fixes) while in retail roles., Troubleshot and resolved basic POS system issues including software errors, connectivity problems, and peripheral malfunctions., If the system froze or crashed, I had to troubleshoot by rebooting, checking network connections, and call IT support if further assistance was needed., Setting up or replacing equipment., Performed routine hardware maintenance and setup of POS devices, printers, and handheld inventory tools., Inventory systems often involve databases or cloud platforms, understanding how they work and troubleshooting syncing issues., Acted as bridge between store team and IT support to report, troubleshoot, and document system issues effectively and help store team understand technical terms.
Relevant Experience
SOHO Networking Lab Projects, Self-Directed, Ongoing, Designed and configured networks simulating real-world business environments., Practiced router and switch configuration, subnetting exercises, and troubleshooting connectivity issues., Used Packet Tracer to simulate complex topologies and test routing protocols., Store Manager, CVS Health (Pharmacy), Miami, FL, 05/01/16, Present, Managed daily operations, staff training, scheduling, and inventory control., Maintained customer satisfaction through problem resolution and service excellence., Utilized POS systems and backend software to track performance and reporting., Developed team communication and multitasking skills under fast-paced conditions., Delivered high-quality customer support via phone, in-person, and online., Resolved customer inquiries, complaints, and service requests efficiently., Gained experience in troubleshooting basic tech issues and escalating when needed.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- Google IT Support Certificate (March 2025)
Timeline
IT Support Consultant
Self-employeed
01.2020 - Current
Store Manager
CVS Health
05.2016 - Current
CCNA Routing & Switching - Network And System Administration
Cisco
Some College (No Degree) - Computer and Information Sciences
MDC
Similar Profiles
Ashley VincentAshley Vincent
Stay at Home Mom at Self-employeedStay at Home Mom at Self-employeed
Aria BrassertAria Brassert
Resale Seller at Self-employeedResale Seller at Self-employeed
Gregory GoldmanGregory Goldman
General Contractor at Self-employeedGeneral Contractor at Self-employeed
Jase KeithleyJase Keithley
Freelance Audio Engineer at Self-employeedFreelance Audio Engineer at Self-employeed
Luca PalaciosLuca Palacios
Lifeguard 1 at City Of MiamiLifeguard 1 at City Of Miami