Migeylis Rivera
Bellefontaine,OH
Summary
Friendly and experienced 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. Also experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Trainer /Service Crew Member
McDonalds
Bellefontaine, OH
06.2024 - Current
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Documented all training activities including attendance records, feedback forms, surveys.
IT Specialist With Secret Clearance
US Army Reserve
Gahana, OH
08.2023 - Current
- Conducted regular maintenance checks on computers, servers, and other IT equipment.
- Provided technical support for users experiencing hardware or software issues.
- Created user accounts, set up permissions, and monitored system security.
- Monitored network performance and identified areas for improvement.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Installed operating systems, applications, patches, updates. as needed.
- Maintained inventory of all IT equipment and supplies in use by the organization.
- Investigated system errors to determine root cause of issue and implement solutions accordingly.
- Configured firewalls to protect against unauthorized access or malicious attacks.
- Managed virtual machines used for testing purposes or hosting services and applications.
- Set up local area networks and wide area networks.
- Ensured compliance with relevant laws or regulations regarding information security.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Lead Customer Service Associate
Express
Orlando, FL
06.2021 - 08.2023
- Provided leadership and direction to customer service representatives.
- Monitored customer service quality standards and provided feedback to team members.
- Maintained accurate records of customer interactions, transactions, comments and complaints.
- Performed data entry and maintained database accuracy for customer information.
- Assisted customers with finding the right product for their needs.
- Provided product information and answered customer questions.
- Demonstrated knowledge of store products and services.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted customers upon entering the store and provided assistance.
- Stocked shelves with merchandise according to company standards.
- Answered customer inquiries and provided accurate information regarding products and services.
Trainer /Service Crew Member
Mconalds
Orlando, FL
06.2021 - 08.2023
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
- Facilitated group discussions between participants to promote active engagement in learning activities.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
MOS 25 Bravo -
US Army Armor School
Fort Benning, GA05-2024
High School Diploma -
Lake Nona High School
Orlando, FL05-2023
Skills
- Online Instruction
- Training initiatives
- Online Training Tools
- Computer technology
- Materials Organization
- Student rapport
- Presentations and demonstrations
- Group and individual instruction
- New Hire Training
- Payment Collection
- Subject matter expertise
- Online-based education
- Creative Problem-Solving
- Orientation and Onboarding
- Attention to Detail
- Role Playing
- Compliance Training
- Teamwork and Collaboration
- Problem-solving aptitude
- Critical Thinking
- Problem-Solving
- Client Retention
Certification
- In the process of obtaining Comptia Certifictaions
Languages
Spanish
Full Professional
Accomplishments
Currently serving in the US Army Reserves
References
References available upon request.
Timeline
Trainer /Service Crew Member
McDonalds
06.2024 - Current
IT Specialist With Secret Clearance
US Army Reserve
08.2023 - Current
Lead Customer Service Associate
Express
06.2021 - 08.2023
Trainer /Service Crew Member
Mconalds
06.2021 - 08.2023
MOS 25 Bravo -
US Army Armor School
High School Diploma -
Lake Nona High School