Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Gilberto Orozco S.

Gilberto Orozco S.

West Sacramento,CA

Summary

I'm a Creative Technical Support Representative eager to find novel and productive solutions for customer issues. I can assure you i adapt quickly to unique situations with thorough research and expert critical thinking skills. Also im very committed to problem resolution and customer satisfaction. Overall, im all about humility and growth i enjoy challenges, i myself have overcome and made it through change, from studying abroad, major health issues as a kid that i overcame to now being a loving father, husband and man. Always making sure i give it my all.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Support Specialist

William Sonoma LLC
06.2022 - 01.2023
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Answered questions and provided information to customers about new software or hardware.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Coordinated with telecommunications providers to discern and address third-party outages and related impacts.
  • Collaborated with HR department to design standardized onboarding processes and training assets.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Submitted service tickets for equipment maintenance requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Activated accounts for clients interested in new services.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

Operations Manager

Nor Cal Crating (mss)
05.2021 - 12.2022
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Devised processes to boost long-term business success and increase profit levels.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Advanced productivity KPIs by leading trainings on procedures and safety practices.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Spearheaded department training for appraisals of new components.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.

Dispatcher

NorCal Crating (mss)
05.2020 - 05.2021
  • Directed dispatching, routing and tracking of [Number] fleet vehicles.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Closely monitored dispatch board to triage and prioritize over [Number] daily calls.
  • Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Received new orders, prepared documentation and assigned personnel.
  • Monitored flow of paperwork and directed information to appropriate departments.

Education

Diploma - Religion / Leadership / Arts

Hillsong International Leadership College
Sydney, Australia
12.2022

High School Diploma -

Calvine High School
Elk Grove, CA
05.2015

Skills

  • AV Presentation
  • Backup and Recovery
  • Manual Writing
  • Software and Hardware Implementation
  • Microsoft Active Directory
  • Hardware Replacement
  • Vulnerability Testing
  • Patch Implementation
  • Tablets Support
  • Remote Access Software
  • Auditing Service Requests

Certification

  • Certified BLS (basic life support)
  • Certificate in Barbering (cosmetology)
  • Diploma of Ministry (pastoral leadership)
  • Certificate of Arts (music)

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

IT Support Specialist

William Sonoma LLC
06.2022 - 01.2023

Operations Manager

Nor Cal Crating (mss)
05.2021 - 12.2022

Dispatcher

NorCal Crating (mss)
05.2020 - 05.2021

Diploma - Religion / Leadership / Arts

Hillsong International Leadership College

High School Diploma -

Calvine High School

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Gilberto Orozco S.