Lorenzo Rodriguez
Houston,TX
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
25
25
years of professional experience
Work History
IT Help Desk Agent
Cigna Health
Bloomfield, CT
05.2023 - Current
- Provided technical assistance and support to users for hardware, software and networking related issues.
- Assisted in troubleshooting network problems and monitored system performance.
- Resolved customer complaints via phone or email in a timely manner.
- Supported the installation of new hardware components such as printers, scanners.
- Provided helpdesk services to end-users with varying levels of technical expertise.
- Created user documentation for newly installed software packages.
- Identified root cause of IT related issues by conducting troubleshooting activities.
- Implemented changes and upgrades to existing computer systems as needed.
- Maintained an inventory of all IT assets such as computers, laptops.
- Responded promptly to service requests from staff members regarding IT issues.
- Participated in training sessions for updating skills in latest technologies.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Developed and maintained strong relations with customers to meet quality expectations.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Maintained up-to-date case documentation for future reference.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Stayed abreast of latest software developments to enhance job knowledge.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
Account Manager and Dispatcher
Black Box Network Services
Houston, TX
11.2015 - 05.2020
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Verified driver credentials prior to assigning them a route or task.
- Ensured compliance with safety regulations and company policies.
- Answered customer requests with information about product availability, shipping information and status updates.
- Identified locations and needs of callers to accurately send assistance.
- Investigated and resolved customer and vendor issues to retain business.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Recorded results of service calls to create report summaries for senior management.
- Documented services performed, operations information and dispatch details in system.
- Addressed questions, problems or requests for service or equipment.
- Recorded and maintained files or records of customer requests, work or services performed.
- Relayed work orders and information between work crews, supervisors and field personnel.
- Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
- Arranged for repairs to restore service and schedules.
- Mentored junior team members and managed employee relationships.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Managed multiple accounts simultaneously while meeting deadlines.
- Solicited feedback from customers on their experience with products or services.
- Provided technical support to customers when needed.
- Acted as main point of contact in matters relating to client concerns and needs.
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
- Motivated and worked with onboarding team members to successfully integrate new employees into organization.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Identified customer needs by asking questions and advising on best solutions.
Help Desk Agent
Chase Bank
Houston, TX
03.1999 - 08.2014
- Assisted in the setup of hardware, software, and network configurations.
- Provided technical assistance to customers via telephone and email.
- Troubleshot customer issues related to hardware, software, and networks.
- Resolved customer inquiries promptly and accurately.
- Maintained a knowledge base of commonly asked questions and their solutions.
- Logged all customer interactions in ticketing system for tracking purposes.
- Provided guidance and support on the use of computer systems, applications, or products.
- Monitored performance metrics associated with help desk operations such as response times or call resolutions.
- Ensured compliance with company policies regarding security protocols for access control.
- Collaborated with internal teams on projects aimed at improving the overall quality of service offered by the help desk.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Developed and maintained strong relations with customers to meet quality expectations.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Maintained up-to-date case documentation for future reference.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Education
GED -
Nimitz High School
Houston, TX05-1990
Skills
- User Access Support
- Desktop Support
- Help Desk Software
- Hardware And Software Repair
- Troubleshooting And Diagnosis
- Providing Customer Support
- Software Rollout
- Application Installations
- Remote Technical Support
- Desktop Troubleshooting
- Detailed Documentation
- User Training
- Product Usage Education
- Customer Support
- Hardware Troubleshooting
- Computer Workstation Setup
- Complaint Resolution
- Communicating With Clients
Timeline
IT Help Desk Agent
Cigna Health
05.2023 - Current
Account Manager and Dispatcher
Black Box Network Services
11.2015 - 05.2020
Help Desk Agent
Chase Bank
03.1999 - 08.2014
GED -
Nimitz High School