Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kevin Diaz

Summary

Client-focused professional with a proven track record in building relationships, resolving client issues, and driving the adoption of technology solutions. Combining technical expertise with strong communication skills to deliver value-driven outcomes, enhance retention, and foster customer loyalty. Adept at onboarding, training, and guiding clients toward achieving measurable business results.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Support Analyst

Zones LLC
02.2024 - Current
  • Acted as the primary liaison for end-user support, ensuring prompt resolution of technical issues, and maintaining a 95%+ satisfaction rating.
  • Delivered personalized onboarding and training for new users, accelerating the adoption of IT systems and increasing user satisfaction scores.
  • Delivered technical support across 15+ specialized tools, assisting multiple New York State government departments with software, hardware, mobile, and network issues.
  • Key contributor during the CrowdStrike Incident, resolving 100+ daily tickets and supporting a call queue of 3,000+ government users, minimizing downtime.

Sales Specialist

Verizon
01.2021 - 12.2023
  • Built and maintained long-term relationships with business and residential customers, ensuring they achieved maximum value from Verizon solutions.
  • Guided customers through onboarding and feature implementation to maximize usage and ROI.
  • Identified customer needs, increasing accessory and service upsells by 20%, lifting monthly store revenue by 12%.
  • Identified opportunities for cross-selling products or services within existing accounts.
  • Demonstrated products and services to enhance customer knowledge and satisfaction.
  • Resolved device issues (phones, tablets, watches, laptops) within 10 mins avg., reducing customer downtime by 30%.

Banquet Server Captain

RMG Staffing
02.2016 - 10.2020
  • Hand-selected as an 'A-List Server'. Ranked Top 10 out of 780+ employees for performance, reliability, and client satisfaction.
  • Led my own service teams for high-profile events, overseeing setup, execution, and client engagement to ensure flawless guest experiences.
  • Navigated last-minute changes, urgent requests, and high-volume service under pressure.

Education

Bachelors of Science - Information Technology

Western Governors University

Skills

  • Microsoft Office Suite
  • Onboarding
  • Appointment scheduling
  • Sales support
  • Multitasking and organization
  • Customer relationship management
  • Problem-solving
  • ServiceNow
  • Account administration
  • Product knowledge
  • Problem solving
  • Active Directory
  • File permissions
  • Team collaboration
  • Live chat support
  • Technical support

Certification

Google IT Support Professional Certification

Timeline

Customer Support Analyst

Zones LLC
02.2024 - Current

Sales Specialist

Verizon
01.2021 - 12.2023

Banquet Server Captain

RMG Staffing
02.2016 - 10.2020

Bachelors of Science - Information Technology

Western Governors University

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