Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
References
Languages
Timeline
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Carlos Ventura

Carlos Ventura

Orlando,FL

Summary

"Seasoned Advanced Technician with over six years of specialized experience in cable and fiber troubleshooting, adept network management, and delivering exceptional customer service. Demonstrated leadership in driving team success through strong problem-solving abilities and a track record of surpassing performance benchmarks. Skilled in overseeing technical support operations and cultivating a high-performance service culture through comprehensive staff training."

Overview

15
15
years of professional experience

Work History

Senior Mobile Expert

T-Mobile
01.2020 - Current
  • Spearheaded a team of mobile sales professionals, providing expert guidance in troubleshooting and resolution strategies, leading to a 20% increase in customer satisfaction and improved customer loyalty.

    Managed inventory, ensuring optimal stock levels and minimizing discrepancies through meticulous record-keeping and proactive communication with suppliers, resulting in reducing stock discrepancies by 15%.

    Maintained up-to-date knowledge of the latest advancements in mobile technology and software, effectively training team members to enhance their technical proficiency, leading to a 25% improvement in team technical skills.

    Consistently achieved and exceeded sales targets, recognized as a top performer within the region for several consecutive quarters, exceeding quarterly sales targets by an average of 30%.

Fiberoptic Technician

Comcast Xfinity
01.2016 - 01.2020
  • Conducted comprehensive residential installations and troubleshooting for internet, voice, and cable products, consistently delivering high-quality service that resulted in positive customer feedback.
  • Maintained a top 5 ranking in key performance metrics on a monthly basis, demonstrating a commitment to excellence and reliability.
  • Mentored and trained new technicians as a PAL Trainer, fostering a collaborative and knowledgeable team environment.
  • Developed detailed network documentation, providing actionable recommendations to senior leadership that contributed to the strategic enhancement of network infrastructure.
  • Utilized a wide array of tools and equipment, including signal level meters, cable locators, and hand tools, to ensure precise installations and maintenance.
  • Regularly handled and transported heavy equipment, demonstrating physical stamina and adherence to safety protocols.
  • Collaborated with cross-functional teams to address complex technical issues, enhancing overall service delivery and operational efficiency.
  • Read and diagnosed telecommunications signals, applying troubleshooting techniques to ensure timely and accurate repairs.

Supervisor

Rentmax Car Rental
01.2014 - 01.2018
  • Oversaw daily operations, including sales, staff training, and schedule management, ensuring efficient and effective business processes:

    Managed a team of 15 staff members.
    Implemented new scheduling system, reducing scheduling conflicts by 20%.
    Led the sales team in achieving and surpassing sales quotas, implementing motivational strategies and performance monitoring:

    Exceeded monthly sales quotas by 25% on average.
    Implemented a new sales training program, resulting in a 15% increase in sales team productivity.
    Addressed customer escalations with professionalism, devising effective solutions for technical vehicle issues and enhancing overall customer experience:

    Resolved 90% of customer escalations within 24 hours.
    Improved customer satisfaction scores by 15% through effective issue resolution.
    Performed diagnostics tests and basic vehicle repairs, maintaining a high standard of fleet readiness and safety:

    Conducted diagnostics on 50 vehicles weekly, ensuring fleet readiness.
    Reduced vehicle downtime by 10% through proactive maintenance strategies.

IT Specialist

Tiger Direct
01.2010 - 01.2013
  • Diagnosed and repaired customer laptops and desktops, providing timely and effective technical support that minimized downtime:

    Achieved an average repair turnaround time of 48 hours, reducing customer downtime by 30%.
    Maintained a customer satisfaction rating of 95% for technical support services.
    Delivered comprehensive desktop support and technical training to customers, enhancing their understanding and usage of technology:

    Conducted training sessions for 50+ customers annually, resulting in a 25% increase in customer confidence and satisfaction with technology usage.
    Reduced recurring support calls by 20% through proactive training and troubleshooting tips.
    Managed the helpdesk and ticketing system, ensuring prompt resolution of technical issues and maintaining high levels of customer satisfaction:

    Maintained an average ticket resolution time of 24 hours, exceeding industry standards.
    Improved helpdesk response efficiency by 15% through process optimization and staff training.
    Assembled custom desktops for gaming and network purposes, leveraging technical expertise to meet specific client requirements:

    Assembled and delivered 50+ custom desktops annually, meeting 100% of client specifications.
    Achieved a customer retention rate of 90% through personalized service and high-quality custom builds.

Education

Associate of Science - Computer Information Systems

Miami Dade College
Miami, FL
01.2008

High School Diploma - Computer Information Systems

Miami Senior High
Miami
01.2006

Skills

  • Installation & Equipment Maintenance
  • Team Leadership & Staff Training
  • Customer Service & Customer Relations
  • Root Cause Analysis & Troubleshooting
  • Network Management & Technical Support
  • Mechanical & Technical Proficiency
  • Cross-functional Collaboration
  • Adobe Photoshop
  • Programming Languages: C, C, Python
  • Operating Systems: Windows, RedHat Linux, Android, Mac OS
  • Office Suites: Microsoft Office
  • Specialties: Fiber Optics, Telecommunications signals, Cable and internet signals

Accomplishments

  • Successfully Installed and Tested Fiber Optic Networks: Managed the installation and testing of fiber optic cables, ensuring optimal performance and reliability for clients.
  • Troubleshooting Expertise: Diagnosed and resolved complex fiber optic network issues, minimizing downtime and enhancing system efficiency.
  • Project Leadership: Led a team in deploying fiber optic infrastructure for a large-scale project, meeting all deadlines and exceeding client expectations.
  • Quality Assurance: Implemented rigorous quality assurance processes that improved network reliability and reduced maintenance needs.
  • Training and Mentorship: Trained and mentored junior technicians, enhancing team capabilities and ensuring consistent high-quality service delivery.
  • Customer Satisfaction: Received commendations for outstanding customer service and satisfaction in resolving fiber optic-related issues promptly and effectively.
  • Adherence to Standards: Ensured compliance with industry standards and best practices in fiber optic installation, maintenance, and safety protocols.

References

  • Hector Rodriguez, Regional Comcast Manager, hector_rodrigo@cable.comcast.com, linkedin.com/in/hector-rodriguez-505a7752
  • Waldo Marrero, T-Mobile Store Manager, (786) 486-4244
  • Lesly Simeon, Field Service Engineer, (786) 348-3257, linkedin.com/in/leslysimeon
  • Yoel Gonzalez, Mortgage Broker, Yoel.Gonzalez@reelms.com, (305) 922-5412

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Senior Mobile Expert

T-Mobile
01.2020 - Current

Fiberoptic Technician

Comcast Xfinity
01.2016 - 01.2020

Supervisor

Rentmax Car Rental
01.2014 - 01.2018

IT Specialist

Tiger Direct
01.2010 - 01.2013

Associate of Science - Computer Information Systems

Miami Dade College

High School Diploma - Computer Information Systems

Miami Senior High

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Carlos Ventura