Dennis Rodriguez
TX
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Support Services Representative
ClubOS
08.2024 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving support issues.
- Acted as a liaison between customers and internal departments such as sales, billing, or technical teams when necessary for issue resolution.
- Used Salesforce Omni Channel for Case Resolution
- Troubleshooted SaaS Platform ClubOS that provides a CRM solution for Fitness Clubs
- Troubleshooting Client issues over phone, email, and web based issue submissions
- Closed 70+ Cases Per Week
Elite Service Team(CSR)
IHouseweb
10.2023 - Current
- Provided customer service support to customers over the phone and by email.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed DNS Records on behalf of customers
- Troubleshooted Internal and External Issues
- Familiar with Ticketing Systems using Freshdesk + Jira
- Retained Customers using interpersonal skills
- Administrated Google Workspace on behalf of customers establishing domain based email, setting up users, group policy, removing users
Associate
HCL Technologies
03.2023 - 10.2023
- Apply skills developed in Trainee phase to every day staff needs
- Performed Manual and Automated Test Cases
- Utilized Agile methodology principles throughout the SDLC
Academic Trainee
HCL Technologies
03.2022 - 03.2023
- Paid apprentice in the Rise HCL program which teaches application development skills in a corporate environment
- Experience using technologies: Linux, MySQL, Java, JavaScript, JPA, Hibernate, jQuery, HTML,and CSS.
- Experience using business programs and utilizing corporate soft skills.
- Built relationships with coworkers and team members to increase work productivity.
- Completed on-the-job training sessions and demonstrated learned skills to supervisors.
- Learned how to use various computer programs such as Microsoft Office Suite, Excel, and Outlook.
Lumber Customer Service Associate
Lowes
05.2021 - 12.2021
- Assisted customers to better achieve any home improvement needs whether that be for the everyday DIYer or for commercial use.
- Offered creative solutions for difficult customer requests or special orders.
- Implemented efficient processes that streamlined operations within the store's lumber department.
- Documented customer feedback and relayed it to management team for further review.
- Assisted with loading lumber onto trucks for delivery to customers' job sites.
Concessionist
Cinemark
05.2019 - 03.2020
- Worked the box office at my local movie theatre and in most cases I oversaw the concession stand
- Demonstrated excellent customer service skills by greeting customers, answering questions, and providing helpful information.
- Trained new employees on proper food handling techniques and safety protocols.
- Maintained a clean work environment by restocking shelves, cleaning counters, and sweeping floors.
- Monitored stock levels regularly to prevent outages from occurring during busy periods.
- Stayed up-to-date on current promotions and special offers in order to inform customers accordingly.
- Operated cash registers to process customer orders accurately and efficiently.
Education
Cybersecurity Certificate OSA - Information Technology
Trinity Valley Community College
High School Diploma -
Athens High School
06.2021
Associate of Arts - Liberal Arts And General Studies
Trinity Valley Community College
05.2021
Skills
- Customer Service
- Escalation Management
- Call Center Experience
- Salesforce (Case Resolution)
- DNS
- Microsoft Active Directory
- Azure Intra ED/Azure AD
- Office 365
- Security Frameworks
- Network Security
- Hardware Troubleshooting
- HTML
- Freshdesk
- ServiceNow
- Jira Management Software
- Python
- Splunk
- SQL
Websites
Certification
Google Cybersecurity Certificate
CompTIA A+ 1101
Hobbies
- Custom PC Assembly- I also run a side project where I procure based on a budget set by the client a list of parts for a PC build whether that be a Work Station or a Gaming PC or even a server stack. I then assemble the pc and even do a bit of custom cabling work. I will then install the os of their choosing on to the machine and get it to post then from there I hand the computer back off to a very client
- Capture the Flag- I also have attended some capture the flag events hosted by hack the box
Projects
- Active Directory Home Lab Using Oracle Virtual Box - Set Up a Virtual Machine using Virtual Box also setting up a virtual network. Installed and ran Windows server 2019 and did basic functions in Active directory like creating OUs, adding/removing users, adding domain admins and ran a powershell script to automate adding 1000 users to AD
- Conducting a Security Audit- Google Cybersecurity Certificate
Timeline
Support Services Representative
ClubOS
08.2024 - Current
Elite Service Team(CSR)
IHouseweb
10.2023 - Current
Associate
HCL Technologies
03.2023 - 10.2023
Academic Trainee
HCL Technologies
03.2022 - 03.2023
Lumber Customer Service Associate
Lowes
05.2021 - 12.2021
Concessionist
Cinemark
05.2019 - 03.2020
High School Diploma -
Athens High School
Associate of Arts - Liberal Arts And General Studies
Trinity Valley Community College
Google Cybersecurity Certificate
CompTIA A+ 1101
Cybersecurity Certificate OSA - Information Technology
Trinity Valley Community College
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