Rolando Castro
Haines City
Summary
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Knowledgeable tech engineer with background in technical support. Proven ability to solve complex technical issues and improve customer satisfaction. Demonstrated expertise in troubleshooting software and hardware problems and providing timely resolutions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Technical Support Specialist
KIA Motors
09.2022 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented support interactions for future reference.
- Resolved 40+ technical support inquiries per day.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
Customer Service Cashier
Smokeshop
08.2022 - 02.2025
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Resolved customer complaints and maintained clean and tidy checkout area.
Sales Team Member
Cellular Sales
09.2021 - 10.2022
- Helped customers locate products and checked store system for merchandise at other sites.
- Collaborated with team members to develop innovative sales strategies and marketing materials.
- Used CRM software diligently to track leads, manage contacts, and monitor progress toward sales objectives.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Exceeded monthly sales targets consistently by utilizing effective communication and negotiation techniques.
- Utilized data-driven insights from regular reporting to refine tactics continuously, leading up-to-date, informed decision-making processes.
Education
Bachelor's degree - Engineering
Polk State College
Winter Haven, FL05.2021
Skills
- Technical troubleshooting
- Remote IT implementation
- Remote support
- Incident management
- System diagnostics
- Customer support
- Telecommunications
- Hardware upgrades
- Debugging
- Performance optimization
- Virtualization technologies
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Documented and resolved 300 online case/web orders which led to an 18% decrease in case flux allowing more time for on phone support.
Certification
- CompTIA Network+
- HACCP Certification
Languages
English
Professional Working
Timeline
Customer Technical Support Specialist
KIA Motors
09.2022 - Current
Customer Service Cashier
Smokeshop
08.2022 - 02.2025
Sales Team Member
Cellular Sales
09.2021 - 10.2022
- CompTIA Network+
- HACCP Certification
Bachelor's degree - Engineering
Polk State College
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