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, ON12.2023
Certificate - Culinary Arts
Algonquin College
Ottawa, ON09.2016
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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