Juan Rangel-Adams

CERTIFIED IT professional growing into a successful career in the IT industry after 10+ years as a dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Results-driven and hardworking with skill and resilience to achieve daily operational goals. Focused on maximizing executive productivity by coordinating team activities. Project implementation Data organization. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Information Technology: Troubleshooting hardware and software, Telecommunication, Microsoft Excel, escalate website issues, User activation, Active Directory, Entra, Network troubleshooting, Meraki,

• Used ticketing systems to manage and process support actions and requests.
• Documented support interactions for future reference.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.

Management: Collaborated with team of 5 in the development of a new and successful training program. Maintained inventory for over 500 employees. Developed a cohesive team of ten. Utilize critical-thinking skills to make split-second decisions in highly stressful situations. Lead by example to foster a learning environment.

Customer Service: End user resolution, ensure customer satisfaction, excellent phone, and email support.

Strong verbal communicator: Proven ability to present ideas and expectations clearly, and listening attentively to team members, stakeholders, and sponsor(s).

Earned: CompTIA A+ | ITIL 4 Foundations

In Progress: CompTIA Network+