Roberto Solis Rodriguez

Retain control over schedule and hours worked, jobs accepted, and performance monitoring.

Retain control over schedule and hours worked, jobs accepted, and performance monitoring.

HYPERION PARTNERS

Prepared smartphones and tablets by installing work profiles and updates. Performed firmware and OS updates.

LAID-OFF

VANDERBUILT HOSPITAL

General L1 support for hardware and MS Office packages

Advance technical support for in-house applications and developments.

Answer technical support calls providing and escalating to other support groups.

Provide support based on email generated requests or reports.

Document troubleshooting steps and detailed description of the customer incidents and requests.

Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failure.

TEMP

HOVERCAM

Answer inbound/outbound calls for HoverCam Products & services.

Assisted clients who had Technical issues with HoverCams (T3, Neo 3, Solo 5, Mini 5, Solo 8 & 8+, Ultra 8, Nillo 100), CenterStage Smart Panels (65”, 75”, 86”), PILOT Podiums (Windows 10).

Processed RMA’s (Certified like new replacements) and performed testing/repairs on New/Returned units.

Used remote access Software (GoToAssist Expert & TeamViewer).

Answered Trouble tickets and emails.

Soldering electronic components onto a circuit board.

Firmware installations and write Technical documents.

LAID-OFF

CDW

Responsible for maintaining communication between the Configuration Center and other client departments regarding order status.

Act as main point of contact for internal customers regarding configuration orders and status.

Review installed components on configuration orders for compatibility and release orders after verification.

Provide Account Manager with options regarding issues to include sold wrong item, order incompatibility issue, inventory/allocation issue, and completion date.

Respond and follow up with internal customer requests regarding configuration orders and status.

Update comments on incoming return merchandise authorization (RMAs)

Inform Configuration Team on changes to configuration orders to include order completion status.

Request replacement parts.

Complete daily checklist of duties.

Process all defective products on a daily basis.

TEMP

CLARK COUNTY WATER RECLAMATION DISTRICT

Answer the phone using various technology tools to enable remote desktop connection and documentation of troubleshooting and resolution.

Operate approved devices such as computers, tablets, desk phones, cell phones, radios, printers, and scanners

Install any approved software.

Document and track the progress of any Technology (hardware and software) related requests, incidents, and changes.

Staff, both end-users, and ITS Technicians for proper and timely escalation of incidents and problems.

HR, Management, and employees for proper on-boarding and off-boarding tasks.

Provide documentation and training (when applicable) for the proper use of technology.

Coordinate repair or maintenance work with other ITS Staff and/or vendors.

Help maintain knowledge base and common error databases/repository.

Coordinate relevant communication to end-users as approved by the ITS Manager/Supervisor.

SCCM/MEPCM, Veronis, Active Directory, M365, Cylance, CarbonBlack, Adobe, Service Now, Oracle/ODAC, ArcGIS, Powershell/Cmd, Quick Assist, Teams, GraniteNet Viewer.

Use PXE method to perform Windows 10 installations.

TEMP

APPLE INC.

Provided support to resolve customer technology problems through a series of troubleshooting activities in a virtual call center environment.

Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and setup, power cycling devices, navigating customers through application menus, and troubleshooting email issues.

This is a performance-based organization where all calls are recorded, monitored, and reviewed on a daily basis.

I am responsible for the support of Computers and Operating Systems, tablets, MP3 players, and other technical devices.

TEMP

COMCAST

Answered inbound calls and greeted customers.

Determine the scope of customer issues in an effective and professional manner.

Manage credit card processing when necessary.

Effectively resolve customer issues in a timely manner.

Properly document all customer interactions.

Adhere to quality standards determined by company and client.

Maintain a high level of customer satisfaction with a focus on first-call resolution.

Resolve customer requests by investigating problems and developing solutions.

RESIGNED

MORGANS HOTEL GROUP

Answered & transferred inbound calls

OPERA 5.0 SP5 Hotel Management System

Provide the highest level of customer service.

Had to differentiate between the service levels of each property and make necessary adjustments between telephone calls based on the service & philosophy of the given property.

Used multiple computer programs & Perform duties in an efficient and professional manner.

Responsible for changing, canceling, and re-confirming existing reservations as necessary.

Add special comments/instructions to existing reservations as necessary.

Follow established blocks/restrictions as issued by management.

Perform other job-related duties as assigned & Abide by the At Home Agent Program Agreement.

RESIGNED

Accommodate hotel patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests, Responsible for balancing the revenue and expense transactions, which occurred during the day at the hotel. Responsible for the overall operations and appearance of the front desk of a hotel.

RESIGNED - RELOCATED

MOHAVE HIGH SCHOOL

Cleaning, Stocking, Cash Handling, Customer Service.

RESIGNED