Luis Soto
Los Angeles,CA
Summary
Experienced IT professional with 8 years in technical support and customer service roles, seeking IT Analyst position. Proven expertise in resolving complex technical issues, enhancing user experience, and streamlining processes. Skilled in network diagnostics, data recovery, and active directory management, with a strong foundation in cybersecurity and networking.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Uninet Imaging
Hawthorne, CA
07.2021 - Current
- Enhance customer satisfaction by delivering timely and accurate technical support for diverse software and hardware issues
- Resolve complex technical problems using effective troubleshooting techniques, significantly improving the user experience
- Boost first-call resolution rates through efficient problem-solving and in-depth product knowledge
- Assist in streamlining internal processes to reduce call wait times and increase overall efficiency
Educator
Roman Empire Agency
Alhambra, CA
11.2020 - 07.2021
- Enhanced patient care by assisting in the development of personalized treatment plans and providing compassionate support to individuals with mental health challenges
- Maintained a safe environment by providing crisis intervention services and effectively deescalating tense situations
- Facilitated group therapy sessions, promoting open dialogue and fostering a supportive community to encourage patient self-advocacy and independence
Plumbing Sales Associate
Home Depot
Los Angeles, CA
09.2016 - 12.2020
- Built strong client relationships and increased sales by understanding customer needs for plumbing products
- Exceeded sales targets through consistent follow-up and providing expert knowledge on plumbing supplies
- Streamlined inventory management by maintaining accurate stock records and placing timely restocking orders
Education
Associate of Applied Science - Cybersecurity And Networking
DeVry University
Downers Grove, IL08.2023
Skills
- User Credential Management
- Data Recovery
- Splunk
- Desktop Support
- Software Installation
- Customer Service
- User Support
- Technical Support
- Cloud Computing
- Odoo Ticket System
- Active Directory Management
- Network Diagnostics
- Hardware Upgrades
- Pen Testing
Certification
- CCSP Certified Cloud Security Professional, Training In Progress
- CompTIA PenTest+, Training In Progress
- CompTIA Cloud+, Training In Progress
Timeline
Technical Support Representative
Uninet Imaging
07.2021 - Current
Educator
Roman Empire Agency
11.2020 - 07.2021
Plumbing Sales Associate
Home Depot
09.2016 - 12.2020
Associate of Applied Science - Cybersecurity And Networking
DeVry University