Luis

Luis is an experienced Customer Support Computer Technician with years of experience in technical troubleshooting and end-user assistance. He is skilled in diagnosing hardware, software, and network issues across Windows, macOS, and Linux platforms. He is a strong communicator with a customer-first mindset and proven ability to simplify complex technical concepts.

He is expert in remote desktop support, ticketing systems (e.g., Zendesk, Service Now), and IT documentation. He is proficient in setting up and maintaining workstations, peripherals, and enterprise applications. He is able to prioritize and resolve issues efficiently in high-pressure environments.

He is familiar with Active Directory, VPN configuration, and cybersecurity best practices. He demonstrated success in reducing downtime and improving user satisfaction rates. He is a collaborative team player with a proactive approach to continuous learning and process improvement.

He is committed to delivering reliable technical support that enhances productivity and user confidence.

Salesman / Delivery Driver at U-Padel (2024-12 – Present)

• Sell Padel sport gear.
• Sell tennis sport gear.
• Deliver padel and tennis gear items to clients statewide.
• Delivery driver
• Salesman.
• Check and do inventories to check accuracy.
• Help the team hit their sales quotas every month.

Customer service specialist at ATT (2023-07 – 2024-12)

• Cellphone upgrades, trade ins, sell accessories, take phone and bill payments.
• Provided top-tier customer service for AT&T products and services, including wireless, internet, and TV.
• Assisted customers with billing inquiries, technical support, service upgrades, and troubleshooting.
• Maintained up-to-date knowledge of AT&T offerings to provide accurate information and recommendations.
• Resolved complex customer issues promptly, achieving high satisfaction and retention rates.
• Utilized AT&T's internal systems to document interactions, manage accounts, and process service requests.
• Promoted new services and products, contributing to team sales and upsell goals.
• Handled high call volumes in a fast-paced environment while maintaining professionalism.
• Collaborated with technical teams to resolve network or device-related problems efficiently.
• Met or exceeded KPIs including average handle time (AHT), first call resolution, and customer satisfaction (CSAT).
• Delivered a positive customer experience aligned with AT&T's brand and service standards.

Customer Service/Company Driver at Fedex Ground (2022-02 – 2023-07)

• Maintained excellent customer service by communicating professionally with recipients and clients.
• Inspected vehicles daily and followed DOT regulations to ensure safety and compliance.
• Managed delivery logs, scanning packages, and updating tracking systems in real-time.
• Handled packages with care to prevent damage and ensure proper handling procedures.
• Adapted to changing routes, traffic, and weather conditions to maintain delivery schedules.
• Collaborated with dispatchers and team members to resolve route or delivery issues efficiently.
• Maintained a clean driving record and adhered to all FedEx Ground safety protocols.
• Represented the FedEx brand with professionalism, punctuality, and reliability.

Customer Representative at Forza Transportation (2021-06 – 2022-02)

• Provided excellent customer service during deliveries, representing the company professionally.
• Maintained accurate delivery logs, mileage reports, and fuel records.
• Adapted to changing routes, weather conditions, and traffic to meet deadlines.
• Communicated with dispatch and logistics teams to coordinate schedules and resolve issues.
• Committed to vehicle cleanliness, routine maintenance, and safety standards.
• Deliver regular cargo freight nationwide.

Transportation Specialist at Arnold's Transport (2020-06 – 2021-06)

• Deliver regular cargo freight within Louisiana, Texas, Arkansas, and Oklahoma.
• Deliver regular cargo freight nationwide.
• Ensured compliance with all DOT, safety, and company transportation regulations.
• Performed pre-trip and post-trip vehicle inspections to maintain vehicle integrity and safety.
• Delivered materials on time while maintaining accurate records of mileage, fuel usage, and delivery logs.
• Provided courteous and professional service during pickups and drop-offs.
• Adapted quickly to route changes, traffic conditions, and delivery priorities.
• Collaborated with logistics and dispatch teams to coordinate efficient transportation plans.
• Assisted in loading and unloading cargo, ensuring secure and damage-free transport.
• Maintained a clean and organized vehicle in accordance with company standards.
• Demonstrated strong time management and reliability in a fast-paced environment.

Retail Associate at Pep boys (2018-10 – 2020-06)

• Provided excellent customer service by assisting shoppers and addressing inquiries with professionalism.
• Maintained clean, organized, and well-stocked sales floors to enhance the shopping experience.
• Operated POS systems to process sales, returns, and exchanges accurately and efficiently.
• Handled cash, credit, and mobile transactions while ensuring proper register balancing.
• Supported inventory management through restocking, labeling, and conducting cycle counts.
• Assisted in visual merchandising by arranging displays and promotional setups.
• Resolved customer concerns and complaints in a timely and courteous manner.
• Met and exceeded sales goals and KPIs through product knowledge and upselling techniques.
• Worked collaboratively with team members to ensure smooth store operations.
• Maintained awareness of loss prevention practices and followed store security protocols.

Computer/laptop technician at Ed Hicks Nissan (2015-12 – 2018-02)

• Diagnosed and repaired hardware and software issues on desktops, laptops, and peripherals.
• Performed system installations, upgrades, and configurations for various operating systems.
• Replaced faulty components such as motherboards, hard drives, RAM, and screens.
• Conducted virus and malware removal using industry-standard tools and techniques.
• Provided technical support and troubleshooting to end-users both onsite and remotely.
• Maintained accurate records of repairs, parts used, and customer interactions.
• Backed up and restored data to prevent loss during repairs or reimaging.
• Installed and configured drivers, applications, and system updates.
• Ensured adherence to ESD safety practices and proper handling of sensitive components.
• Delivered excellent customer service with clear communication and timely resolutions.

Network technician at Contractor Safety Council (2013-02 – 2015-02)

• Installed software server applications, so the network site ran faster and smoother.
• Couple of times I helped the network administrator resolved network technical issues on different projects.
• Repaired computer and laptop issues on a daily basis with connections and hardware replacement issues.
• Provided IT technical support to non-technical personnel within the business.
• Evaluated and responded to incoming sales and requests for technical support assistance.

Network technician at Auto Service San Pedro (2010-02 – 2013-02)

• Helped at one location with a computer repairs and assembly at one location.
• Helped the team to finish the laptop installation and laptop repairs faster than anticipated.
• Contributed to the Network hardware and software upgrades throughout all locations.
• Those projects polished my software and hardware troubleshooting skills.
• Through this job I acquired better and faster computer and laptop assemblies' abilities.
• Helped the IT team keep most locations run smoothly.
• Got promoted to technician level three technical support in one year and a half.

Bilingual Customer service at U-verse (2008-01 – 2010-02)

• Bilingual technical support.
• Software and hardware troubleshooting.
• One of the best technicians in the campaign.
• Answered one hundred and fifty to two hundred calls per shift.
• One of the fastest technicians to resolve phone technical issues.
• My numbers helped the campaign to reach its targeted numbers.
• We took from one hundred to one hundred fifty call at day.
• Won three awards as one the best technicians and customer service agents.

Computer Technician (Lab/Training) at Del Mar College (2015-02 – 2015-12)

• Computer repairs.
• Laptop Repairs.
• Network software troubleshooting.
• Hardware troubleshooting.
• Do inventories.
• Software configuration devices.
• Network configuration switches and routers.

GED or High school diploma – Del Mar College (1999-06)

Associate's degree in Electronics Communications Technology – Del Mar College (1999-06)

Associate's degree in Electronics Communications Repairs – Del Mar College (2000-12)

Associate's degree in Networking Technology – Del Mar College (2004-05)

Bachelor's degree in Networking Management – Escuela Electronica Monterrey (2011-06)