Eliot Acosta
Las Vegas
Summary
Customer support professional transitioning into IT with 5+ years of experience in call center and service-driven roles. Hands-on experience troubleshooting technical issues in home and work environments, including system setup, basic software support, and problem diagnosis. Strong communication skills, experience working within structured support guidelines, and growing proficiency in Microsoft Excel. Seeking an IT support role that emphasizes troubleshooting, ticket management, and continuous technical growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Experience Consultant
CarMax
Las Vegas, NV
11.2024 - Current
- Provide high-volume customer support through structured outreach workflows, accurately documenting interactions, resolutions, and follow-ups in accordance with CarMax customer experience (CXC) guidelines.
- Troubleshoot customer concerns by identifying root causes, applying problem-solving techniques, and escalating complex issues when necessary to ensure timely resolution.
- Recognized through CarMax’s Achievers Program for strong work ethic, reliability, and consistently positive customer feedback.
Security Officer
Allied Universal Security / Gardaworld
Perris, CA & Las Vegas, NV
05.2023 - 11.2024
- Documented daily incidents, access activity, and service-related interactions using reporting tools, ensuring accurate records and adherence to company procedures.
- Delivered continuous front-line support by verifying credentials, monitoring systems, and responding to issues in real time to maintain a secure and customer-friendly environment.
- Monitored and reviewed access logs for 300+ daily facility entries, identifying irregularities and resolving issues to maintain smooth operations and service continuity.
Call Center Agent
Westport Properties, Inc.
Corona, CA
02.2017 - 10.2021
- Provided phone-based technical and account support in a fast-paced call center environment, resolving customer issues through effective troubleshooting and clear communication.
- Managed and documented customer inquiries using internal systems, tracking follow-ups and outcomes to ensure accurate case resolution and service continuity.
- Supported team efficiency by organizing incoming web-generated inquiries, prioritizing requests, and assisting with workflow optimization to improve response times.
Education
High School Diploma -
Perris High
Las VegasGoogle Data Analytics Cert. - I.T.
Merit America
Remote / Virtual01-2024
Skills
- Tools/Languages: Spreadsheets, and SalesForce
- Software Platforms: Microsoft 365 Suite, Google Workspace, SalesForce, PingOne
- Strengths: Troubleshooting, Ticket based workflow, Microsoft Excel, Customer Support, Call Center Operations
- Customer empathy
- Teamwork and collaboration
Websites
Certification
- Google Data Analytics Certificate
- Merit America (Virtual) 01/2024
- Developed strong analytical and problem-solving skills through hands-on labs and a capstone project, applying structured approaches to identify issues, analyze data, and determine effective solutions.
- Gained experience organizing, documenting, and interpreting data to support informed decision-making and process improvement.
- Collaborated in a team-based learning environment, utilizing Google Workspace tools while practicing task prioritization, documentation, and communication.
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Customer Experience Consultant
CarMax
11.2024 - Current
Security Officer
Allied Universal Security / Gardaworld
05.2023 - 11.2024
Call Center Agent
Westport Properties, Inc.
02.2017 - 10.2021
High School Diploma -
Perris High
Google Data Analytics Cert. - I.T.
Merit America