Edwin Carrasco-Cruz
Statesville,NC
Summary
Customer-focused technical support professional with 11+ years of experience in telecommunications, mobile device troubleshooting, account management, and high-volume customer service environments. Strong background resolving hardware, software, and network-related issues. Proven ability to diagnose problems, provide remote support, document cases, and improve customer satisfaction. Seeking entry-level IT Help Desk role to apply technical troubleshooting and support expertise.
Overview
9
9
years of professional experience
Work History
District Manager
Metro by T-Mobile
01.2021 - 04.2022
• Supported multiple locations with technical troubleshooting guidance.
• Monitored recurring service issues and implemented resolution processes.
• Improved operational efficiency and support performance metrics by 250%.
District Manager
Sprint by PCS Mobile Solutions
01.2017 - 02.2020
• Supervised teams handling technical support and account resolution.
• Created structured troubleshooting procedures for device and service issues.
• Improved team productivity and customer issue resolution efficiency.
Retail Training Store Manager
T-Mobile by GP Mobile
10.2015 - 02.2017
• Trained new employees on device activation, configuration, and troubleshooting.
• Assisted small business clients with multi-line technical setup.
Retail Sales Associate
T-Mobile Corporate
10.2013 - 09.2015
• Delivered high-volume customer service and technical device support.
• Assisted with software updates, data migration, and device optimization.
Education
Valencia College
High School Diploma -
Poinciana High School
Skills
Windows OS & Basic System Troubleshooting
iOS & Android Device Support
Network & Connectivity Troubleshooting
Password Resets & Account Recovery
Device Setup & Configuration
CRM & Customer Management Systems
Microsoft Office (Excel, Outlook, Word)
Remote Phone-Based Support
Ticket Documentation & Escalation Handling
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
District Manager
Metro by T-Mobile
01.2021 - 04.2022
District Manager
Sprint by PCS Mobile Solutions
01.2017 - 02.2020
Retail Training Store Manager
T-Mobile by GP Mobile
10.2015 - 02.2017
Retail Sales Associate
T-Mobile Corporate
10.2013 - 09.2015
Valencia College
High School Diploma -
Poinciana High School