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Work Background
cPanelLinux Analyst
Dec. 2017Houston, Texas• Diagnosed and resolved complex system issues, enhancing system reliability and performance.
• Strengthened customer relationships through regular updates and issue prevention strategies, achieving a feedback score above 9.2
• Achieved top 20% productivity among peers by efficiently resolving over 50 tickets weekly, reducing average resolution time by 15%
• Initiated effective support cases that reduced recurring issues and customer contacts by 30%.
• Created and updated comprehensive guides, enhancing the efficiency of department operations.
• Ensured compliance with company policies in all technical operations through strict adherence and proactive monitoring.
Hostgator.comJunior System Administrator L3
Feb. 2017 - Dec. 2017Houston, Texas Area• Implemented, installed, configured, monitored, troubleshoot, and evaluated hardware and software issues on servers successfully.
• Assisted team members in prioritizing system upgrades, leading to a 15% improvement in overall system efficiency.
• Configured 50+ servers and developed standardized processes that improved customer support by 20%
• Efficiently resolved over 500 major and minor issues via live chat
• Assisted agents in resolving 300+ customer inquiries monthly, enhancing contact resolution by ensuring clarity and accuracy. • Managed and resolved over 1,000 billing and support ticket issues annually, improving ticket closure rate by 30%
Hostgator.comJr. Administrator L2
Oct. 2015 - Feb. 2017Houston, Texas Area-Assisted customers with issues through the live chat system with many issues and escalated contacts. -Helped in assisting new agents tip and tricks to help troubleshoot and fix issues that the customer may be experiencing. -Helped agents around me go over protocol and help learn the best way to help.
-Taken escalated chats to help the customer provide a first contact resolution to help keep them happy and with Host Gator. -Worked with customers on many issues with Customer service to help deescalate the issue to be able to help the customer further if possible. -Helped with agents requesting help from a supervisor to keep up the first contact resolution between the customer and the agent as much as possible, taking chats if needed. -Assisted in many billing requests and support issues to help keep all queues in the company down to avoid tickets if possible.
AirgasElectronic Tech and Dispatcher
Aug. 2013 - Aug. 2015Pasadena, TXFrom August to December I had worked on the gas detection monitors. From December to the present I currently do dispatch for all of our drivers that are on call for the Barge runs to deliver air and equipment.
Hometown WirelessHometown Wireless (Verizon Premium Retailer)
Jun. 2012 - Oct. 2012Trusted Advisor-Answer incoming calls about products and services.
-Sold and activated cellular phones and devices on the Verizon Wireless Network.
-Repaired minor issues with cellular phones.
-Assisted walk-in customers with issues related to their Verizon Wireless service.
-Complete Verizon Wireless certification program.
Taco BellShift Manager
Jan. 2012 - Oct. 2015Hays, KS-Maintain registers and credit card processing systems
-Inventory
-Manage crew
-Handle customer complaints until resolution
Stealth USAComputer Technician
Apr. 2010 - Nov. 2013Hays, KS-Installed software, modified and repaired hardware.
-Resolved customer issues in a clear, courteous, and professional manner.
-Identified and solved technical issues using a variety of diagnostic tools.
-Conducted research to address customer concerns.
-Activated web hosting accounts for customers.
-Removed viruses and mal-ware off customer systems.
-Repaired mobile devices including iPhone's
-Maintained multiple dedicated servers and helped customers with issues with DNS, WHM, cPanel on a local and root access to the server.
City of MercedStudent Technition
Apr. 2010 - Jun. 2010Merced, California AreaCleared memory on computers and deguazzed the harddrives, reinstalled OSs for Windows XP and Windows 7 as well as building computers.
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