Michael Jimenez
Summary
Bilingual (English/Spanish) Technical Support and Customer Service Specialist with over 6 years of experience across retail, remote sales, and enterprise-level technical support. Proven ability to analyze system logs, diagnose hardware/software issues, and deliver high-quality support in fast-paced environments. Strong foundation in data entry, cash handling, and customer-facing roles, with excellent communication and troubleshooting skills. Adept at using Salesforce, MS Office Suite, and remote support tools. A quick learner and dependable team player, with a solid educational background in computer science and experience working both independently and collaboratively.
Overview
9
9
years of professional experience
Work History
Front Line Support
Data Direct Networks (DDN)
08.2022 - 08.2025
- Gained extensive knowledge in data entry, analysis and reporting.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Reviewed logs to troubleshoot and provide support.
- Log Analysis & Troubleshooting – Diagnosed hardware/software issues by analyzing system logs and error messages.
- Storage Systems Support – Supported enterprise-level storage systems
- Hardware Diagnostics – Identified and confirmed failed hardware components (disks, controllers, fans, etc.).
- Remote Technical Support – Provided Tier 1/Tier 2 support to clients via remote tools and systems.
- Ticketing Systems (Salesforce) – Used to track, manage, and resolve support incidents.
- RMA Processing / Part Dispatching – Identified necessary parts and coordinated shipping/replacements.
Digital Sales Specialist
Best Buy
05.2021 - 07.2022
- Worked from home to answer calls to help customers with questions and work to make sales.
- Answered calls to help customers with their questions and concerns.
- Solved issues, improved operations, and provided excellent customer service.
Sales Specialist
Best Buy
09.2019 - 07.2021
- On-site product demonstrations were conducted to highlight features, answer customer questions, and redirect customer concerns toward positive aspects.
- Increased business sales through effective cross-selling, and exceptional customer service.
- Established a rapport with customers and assessed their needs in order to make product recommendations and upsell opportunities.
- Increased the team's revenue totals by bringing in more sales.
Sales Associate
AAA Discount store
07.2016 - 01.2019
- Answer questions regarding store and its merchandise and help locate or obtain merchandise based on customer needs.
- Itemize and total customer merchandise selection at checkout, using cash register.
- Unload trucks
Stocker
Publix Super Market at Westchester Square
06.2017 - 07.2017
- Checked sales floor stock levels on a regular basis to ensure that backstock merchandise was replenished before it ran out.
- Inspected them for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Unload trucks
- Balance cash register
Education
Associate of Arts - Computer Science
GTCC
Jamestown, NCHigh School - undefined
Ledford High School
Thomasville, NC01.2016
Skills
- Data entry
- Cash Handling
- Customer service
- Retail sales
- Quick learner
- Fluent in Spanish
- Technical support
- Remote work proficiency
- MS Office Suite
- Technical Communication
- Computer literate
- Log Analysis
Timeline
Front Line Support
Data Direct Networks (DDN)
08.2022 - 08.2025
Digital Sales Specialist
Best Buy
05.2021 - 07.2022
Sales Specialist
Best Buy
09.2019 - 07.2021
Stocker
Publix Super Market at Westchester Square
06.2017 - 07.2017
Sales Associate
AAA Discount store
07.2016 - 01.2019
High School - undefined
Ledford High School
Associate of Arts - Computer Science
GTCC
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