Elias Rodriguez
Orlando,FL
Summary
Experienced IT and customer support professional with success at companies like Verizon and Asurion. Skilled in network troubleshooting, hardware installation, and optimizing systems for seamless performance. Known for delivering expert technical assistance, resolving connectivity issues, and building strong customer relationships while maintaining a reliable IT infrastructure.
Overview
5
5
years of professional experience
Work History
Case Support Specialist
Asurion
2020.12 - 2022.10
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
IT Support Specialist
Verizon
2018.01 - 2019.02
- Created help desk tickets, troubleshot and resolved desktop issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Used ticketing systems to manage and process support actions and requests.
Customer Support Specialist
Convergys - Paypal
2017.06 - 2018.01
- Multitasked to meet diverse customer needs and tight deadlines in high-volume settings.
- Managed high call volumes while maintaining excellent quality and following procedures.
- Applied efficient troubleshooting to resolve issues quickly and boost satisfaction.
- Handled escalations diplomatically, defusing tense customer situations effectively.
Education
Bachelor of Science - Information Technology
Purdue Global University
Indianapolis, IN2024-12
Associate of Arts -
Valencia College
Orlando, FL2020-01
Certificate - Game And Interactive Media Design
Full Sail University
Winter Park, FL2018-01
Skills
- Exceptional customer service skills
- Proficient in Microsoft 365 suite, including administration and support
- Remote troubleshooting using LogMeIn Rescue
- Experienced in hardware installation and configuration
- Knowledgeable in firewall functionality and security management
- Proficient in configuring and managing virtual private networks (VPNs)
- Basic knowledge of SonicWall support
- Experienced in server setup, maintenance, and optimization
- Knowledgeable in configuring DHCP and DNS for efficient network addressing
- Adept at configuring and managing Netgear devices
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Case Support Specialist
Asurion
2020.12 - 2022.10
IT Support Specialist
Verizon
2018.01 - 2019.02
Customer Support Specialist
Convergys - Paypal
2017.06 - 2018.01
Bachelor of Science - Information Technology
Purdue Global University
Associate of Arts -
Valencia College
Certificate - Game And Interactive Media Design
Full Sail University