This is my profileContact via CazVidDavid
Customer Support & IT Specialist with 8+ years of tech and service expertise
Contact
Competencies
Experience providing support via phone, email, and chat, handling technical and billing inquiries.
Proficient in troubleshooting Windows, Microsoft 365, Active Directory, and device configuration.
Managed transportation and storage logistics ensuring timely delivery and quality standards.
Delivered billing support, customer retention, and trained new team members on processes and systems.
Provided technical assistance for PC issues, connectivity, and general IT needs in various roles.
Education
Languages
Summary
Versatile professional with over 8 years of experience in customer service, technical support, and logistics. Skilled in troubleshooting, client communication, and process coordination across diverse industries. Dedicated to ensuring customer satisfaction and operational efficiency.
Key Achievements
- Provided remote technical support across multiple platforms, resolving diverse IT issues.
- Managed customer support for various clients, focusing on satisfaction, retention, and issue resolution.
- Coordinated logistics operations and supported internal IT infrastructure for seamless business processes.
Experience
Bilingual Service Desk & Customer Support Specialist
Provided remote support to end-users via phone, email and tickets, solving issues related to accounts, access, email, Microsoft 365 and general IT problems., Used a ticketing system (Autotask) to log, categorize, prioritize and follow up on incidents, keeping notes clear and easy to understand for...
Kare Connector (Customer Support)
Provided personalized support to independent contractors using the Kare app, mainly handling payment issues, account questions and app usage., Resolved cases through chat, email and phone, always focusing on clear communication and empathy., Helped users understand the platform, payment timelines...
Logistics Manager & IT Support
Coordinated logistics for transporting heavy loads and storage solutions, ensuring deliveries met time and quality requirements., Provided basic IT support for internal staff (PC issues, printers, connectivity), becoming the go-to person for tech questions., Maintained communication with clients...
IT Support – Service Desk
Assisted users with Windows, Active Directory and general IT issues through a Service Desk environment., Followed standard operating procedures for password resets, account unlocks, software troubleshooting and incident documentation., Communicated in English and Spanish depending on client needs.
Customer Service Representative / Trainer
Provided billing clarification and customer support, focusing on retention and negotiation to keep customers from cancelling., Trained new hires for approximately 3 months, teaching them call handling, systems usage and customer service best practices., Developed strong skills in explaining complex...
Customer Technical Support Agent
Provided technical support to customers using BlackBerry devices, with a large portion of users being older or less tech-savvy., Guided customers step by step to configure devices, email accounts and basic smartphone features, requiring high patience and clear explanations.
Billing Clarification & Retention Agent
Assisted customers with billing questions and service issues, processing adjustments when necessary., Practiced upselling and retention techniques to improve customer loyalty and keep accounts active.