John Rodriguez

Experience

• 

  Spectrum

  Jul 2019 - Dec 2021

  Customer Support Technician

  - Delivered high-quality technical support to customers by resolving inquiries related to product issues, connectivity problems, and software bugs.- Troubleshot and resolved internet connectivity issues for end-users, including router configurations and ISP diagnostics.- Maintained detailed logs of customer interactions, problems, and corrective actions using ticketing software.- Played a key role in reducing ticket resolution time by 20%, through the creation of troubleshooting guides and training materials.- Provided post-resolution follow-ups to ensure customer satisfaction and prevent future technical difficulties. Show less

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  Belltech logist

  Mar 2022 - Dec 2023

  Help Desk Technician

  -Handled an average of 50+ tickets daily, ranging from software installations, connectivity issues, and hardware malfunctions.- Assisted in the installation, configuration, and maintenance of workstations, including operating system updates, application installations, and hardware setups.- Provided clear and concise instructions to non-technical users to troubleshoot and resolve issues independently.- Managed user account creation, password resets, and access control on various platforms (Active Directory, Office 365, etc.).- Worked closely with senior IT staff on large-scale projects, such as system rollouts, network upgrades, and data migrations. Show less

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  Amazon

  Jan 2023 - now

  TECH SUPPORT SPECIALIST

  -Provide first-tier technical support for end-users, diagnosing hardware, software, and network issues via phone, email, and remote desktop tools.- Resolve 85% of user issues on the first contact through effective troubleshooting and knowledge of various operating systems and applications.- Educate customers on system usage, troubleshooting steps, and preventive measures to reduce the recurrence of issues.- Collaborate with internal teams to escalate and resolve complex issues within the SLA framework.- Document incidents, resolution steps, and customer interactions in the company's ticketing system. Show less