Yanci Colon
West Chester,PA
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Customer service professional with history of delivering bilingual support and ensuring client satisfaction. Known for resolving issues efficiently and improving customer experiences. Team-oriented and adaptable, excelling in communication and problem-solving.
Overview
6
6
years of professional experience
Work History
Tracking Support Center Representative
3si Security Systems
09.2023 - Current
- Assisted Police Departments with tracking criminals through GPS tracking devices.
- Stayed ahead of evolving security challenges and create a safer world.
- Advanced troubleshooting our devices and web portal to provide the best experience for our customers.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
IT Support Specialist
Esperanza Cyber Charter School
08.2019 - 08.2023
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Developed and implemented preventive maintenance procedures.
Education
Associates - Computer Science
Delaware County Community College
Media, P.A.03-2019
Skills
- Detail Oriented
- Problem Solver
- Time Management
- Critical Thinking
- Analytical
- Customer Service Experience
- GPS tracking
- Technical troubleshooting
- Technical support
- Device configuration
- Call center operations
Personal Information
Hobbies: I like to assemble/repair computer parts as well as other tech. DND fan since I was a child, fitness, health, family.
Languages
Spanish
Native or Bilingual
Timeline
Tracking Support Center Representative
3si Security Systems
09.2023 - Current
IT Support Specialist
Esperanza Cyber Charter School
08.2019 - 08.2023
Associates - Computer Science
Delaware County Community College
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