Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Dimas Rodriguez D

Ottawa,ON

Summary

I recently completed a degree in Cybersecurity and am building hands-on experience in IT support and network security. I’m actively studying for Microsoft certifications, like SC-300, to strengthen my skills. I’m eager to join Fortinet MIS team where I can apply my knowledge, help solve technical issues, and grow in a fast-paced IT environment.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

Fortinet
Ottawa
08.2024 - Current
  • Delivered high-quality support across phone, email, and chat to ensure customer satisfaction.
  • Collaborated with internal teams to resolve complex issues efficiently and accurately.
  • Maintained detailed records of customer interactions for transparency and future reference.
  • Provided accurate, product-specific information and technical guidance to end users.
  • Resolved customer inquiries and complaints promptly, ensuring a seamless experience.

Case Manager

Concentrix
Ottawa, ON
03.2022 - 08.2024
  • Handled escalated customer complaints with professionalism, using proven de-escalation techniques.
  • Demonstrated empathy and effective communication to build strong customer relationships.
  • Resolved high-stress issues calmly, ensuring customer trust and repeat business.
  • Escalated urgent concerns to management when an immediate resolution was needed.
  • Maintained a positive and composed demeanor in all customer interactions, even under pressure.

Education

Diploma - Cybersecurity Analyst

Willis College
Ottawa, ON
12.2023

Certificate - Culinary Arts

Algonquin College
Ottawa, ON
09.2016

Skills

  • Microsoft Entra ID
  • Identity and access management
  • Cloud Security & Authentication
  • Customer Service Support
  • Technical Support & Troubleshooting
  • Verbal and written communication
  • Problem Solving
  • Error Detection

Certification

  • Microsoft SC-900 Security ,Compliance, and Identity Fundamentals.
  • Microsoft SC-300 Identity and access admin exam prep (Udemy)

Languages

English
Full Professional
Spanish
Native/ Bilingual
French
Limited

Timeline

Customer Service Representative

Fortinet
08.2024 - Current

Case Manager

Concentrix
03.2022 - 08.2024

Diploma - Cybersecurity Analyst

Willis College

Certificate - Culinary Arts

Algonquin College

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Dimas Rodriguez D