Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Luz Gallegos

Austin,Texas

Summary

Dependable professional with helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Skilled Technology Service Technician with hands-on experience in diagnosing, troubleshooting and repairing various technological devices. Known for possessing strong technical knowledge, problem-solving skills and ability to effectively communicate complex information. Previous work has contributed significantly to improved system performance and client satisfaction.

Overview

5
5
years of professional experience

Work History

Starbucks Technology Service Desk

Starbucks
Seattle, WA
05.2024 - Current
  • Provided technical assistance to customers with hardware and software issues.
  • Diagnosed and troubleshot network connectivity problems.
  • Resolved customer inquiries by phone or email in a timely manner.
  • Collaborated with vendors and suppliers in procuring necessary IT equipment and supplies.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Read knowledge-based article to accurately diagnose and troubleshoot issues based off of relayed symptoms.

Shift Supervisor

Starbucks
Austin, TX
01.2020 - 05.2024
  • Excellent working in a fast-paced environment and ability to flex and play.
  • Led a team of 10 partners, fostering collaboration and improving team performance.
  • Troubleshot POS systems and company hardware.
  • Analyzed store metrics and managed inventory.
  • Delivered exceptional customer service, handling complex customer inquiries and complaints with professionalism.
  • Conducted weekly inventory of supplies, equipment, and food items.
  • Monitored staff performance to ensure quality standards were met.
  • Assigned tasks to team members based on their strengths and skill sets.
  • Coached partners in the moment and was able to have the tough conversations needed for growth

Barista

Starbucks
Austin, TX
01.2020 - 04.2021
  • Greeted customers and took orders for coffee drinks, food items, and other beverages.
  • Operated cash registers to process customer payments.
  • Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
  • Stocked shelves with ingredients needed to make coffee drinks.
  • Provided excellent customer service by responding to inquiries quickly and professionally.
  • Organized workstations efficiently so that tasks could be completed quickly during peak hours.

Education

Cybersecurity -

Western Governors University
Utah

Skills

  • Proficient in Microsoft OS
  • Proficient in Apple OS X
  • Basic knowledge of Linux
  • Basic knowledge of databases
  • Adaptable
  • Willingness to learn new technologies or methodologies
  • Experienced in handling upset customers
  • Excellent verbal and written communication
  • Customer-Oriented
  • Continuous Improvement
  • Training and mentoring
  • Staff Motivation
  • Staff Management
  • Demonstrated leadership qualities
  • Strong problem-solving abilities
  • Detail oriented
  • Task oriented
  • Help Desk Support
  • Telecommunications

Accomplishments

  • Starbucks Partner of the Quarter
  • Member of COVID Updose Squad

Timeline

Starbucks Technology Service Desk

Starbucks
05.2024 - Current

Barista

Starbucks
01.2020 - 04.2021

Shift Supervisor

Starbucks
01.2020 - 05.2024

Cybersecurity -

Western Governors University

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Luz Gallegos