Simplifying Technology

Today technology moves at an ever-growing rate, and everyday people need advice or a little insight into how computers work or function. Cruz Service Inc can help, either at your home or work. Train employees or understandably explain the technology. We have been teaching computer classes for over 11 years and continue to use our knowledge to help people from all walks of life.

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Roberto Cruz

Roberto began programming at the age of 9. Commodore 64 was a machine that ran Basic. Having a device that allowed him to see how programs worked it opened up a world of possibilities. He started his computer business in 2001, right after high school, and has taken off ever since. His passion for computers and his ability to relate to customers are what make him one of a kind technician.In 2006 he began to teach at harbor college, and in 2007 West LA college recruited him. Teaching classes from computer basics to seniors and Game design to children, he has strengthened his ability to relate to people and help people understand complex machines like computers.After graduating from the California State University of Long Beach with Business Degree in Business administration and Information systems, he quickly was grabbed by the largest telecommunications company in the United States, Verizon Wireless. It was a sure fit working at their corporate headquarters in Irvine, California; he quickly became the go-to person for advanced tech support and dealing with customers that had been getting the runaround. Sadly, Verizon decided to move its headquarters out of state only one year later, which was not an option.Encycle is a startup energy company that helps large companies like sears, Walmart, Kmart, and Big Box companies save money by reducing their electrical load. He helped get the company automated with their installation process and revamp what Salesforce could do for them. The benefits of working for a small company were not what he would have anticipated due to poor management.Mattel saw his potential and is currently the Executive Support Engineer for the top Executives. His past experience working with business owners and executives has provided him with the expertise and knowledge to tackle any issue, big or small. His 16 years of teaching experience have given him the patience to explain and train individuals of all ages and backgrounds.Roberto is not the kind of person who waits for things to do; he is a self-starter who finds time to develop his photography skills, home automation, web design, and programming in between his full-time job at Mattel and his business skills.

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Roberto Cruz
Resume - Bilingual

Objective

Interested in, but not limited to, the following positions, IT Manager, System Analyst, IT Vendor Manager, Tech support, Instructor, Project Manager, Support Manager, and Account Manager.

Summary

A Leader that is results-oriented with a strong focus on deadlines. IT Manager professional with extensive experience in Windows, Mac, iOS, Network, hardware and software, customer service, and networking. Strengths include Management, training excellent technical skills, exceeding department goals, and developing procedures to minimize cost. Successful in training small and large groups, managing small and large projects, motivating teams, and increasing profitability. Works well under pressure independently and as part of a team in a goal/results-driven company. Bilingual Spanish written and spoken.

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Technical and Management Skills

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Professional Experience

Manager of VIP Executive Support Team, Mattel, El Segundo, CA 2020 – 2023
• Manage the VIP support team to ensure everything gets handled
• Escalate issues and provide support to other groups to ensure proper resolution
• Stake Holder Engagement - Identify the problem, analyze the issues, devise a plan, and act upon it while keeping stakeholders informed and engaged.
• Diagnose and troubleshoot desktop systems, printers, and operating problems
• Consult and instruct users on hardware and software questions/issues
• Collaborate with other IT teams
• Increased client satisfaction by 100% and got them to renew the contract.
• Install, maintain and upgrade equipment and its associated infrastructure
• Run diagnostic tests to isolate system problems.
• MS Office (Windows and Mac) software troubleshooting and support
• Remote support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, BOMGAR, SCCM
• Total case ownership of VIP user's issues on PC & Macs
• Identifies, researches, and resolves technical problems, including forming an RCA
• Responds to telephone calls, emails, service tickets, and dispatched requests for technical support
• Documents, tracks, and monitors the issue to ensure a timely resolution within SLA
• Install, configure and maintain Mac, PC, peripherals (local and network printers, scanners), and other end-user equipment such as iPhones and iPads & MAC Books
• Troubleshoot application issues, and support deeper diagnosis under the direction of remote teamsIT Instructor, Los Angeles Community College District, Los Angeles, CA 2006 – 2021
Developed curriculum and executed the lesson plans with large and small groups and one-on-one private tutoring. Created training manuals and handouts for all classes. Classes ranged from an introduction to advanced courses in Windows, MACs, IOS, photography, programming and web development, and starting private businesses.
• Trained large, mid-size, small groups, and private with a broad range of backgrounds and skills
• Created training materials, handouts, and tools for students to increase the training effectiveness
• Managed schedules for both colleges to increase productivity and reduce schedule conflicts.
• Classes given include IOS hardware, IOS software, web design HTML and CSS, game programming and design, Windows 7, Windows 10, Windows 11, computer essentials, computer basics, hardware upgrades, HTML basics, E-Bay, E-mail and internet essentials, digital cameras, Microsoft Word 2007 through 365, Excel 2007 through 365, Microsoft PowerPoint 2007 through 365, typing lessons, advance google research.System Analyst, Wallenius Wilhelmsen, Wilmington, CA 2017 – 2020
Developed programs and resources for staff to accomplish tasks faster and more accurately. Mapped the current network and provided IT support over the phone and in person. Set up new computers, phones, printers, and servers, ran wires, and optimized networks.
• Planned and managed projects from start to finish ensuring deadlines and cost targets were met.
• Sourced Vendors, Reviewed contracts, and maintained a good relationship with vendors.
• Reduced Costs by 5% and reduced time down by over 75%
• Was the point of contact between business and technical aspects of the project
• Maintained, analyzed, and recommend network infrastructure
• Implement approved recommendations and acquired estimates for projects
• I called vendors, got estimates, got approvals, and held a line of communication with vendors and businesses.
• Set up laptops, imaged devices, troubleshot hardware, and set up networks.
• Provide IT infrastructure support for 7 locations, including BMW, Nissan, Subaru, Jaguar, Mitsubishi, and Mazda.
• Setup Desktops/Laptops, printers, servers, WANs, LANs, wireless networks, iOS, and VOIP phone Support.Program Developer Manager, Encycle, San Marcos, CA 2014 – 2016
Ensured that the task was performed efficiently, on schedule, and well-tested. The first line of support with field installers. I created business processes that reduced time consumption by 75% while implementing validation rules to eliminate 100% human error. Consolidated and enhanced a company-wide device manual that included troubleshooting and training for new support staff. Account manager for large corporate accounts, including Johns Incredible Pizza, Sears, Petco, Amerisource, Babies-R-Us, Factory 2-U, Fallas Paredes, Pier 1 Imports, and others.
• Developed and tested devices for the Company
• Worked with multiple teams to set expectations and created test cases
• Trained new clients on our software over the phone.
• Created manuals for staff training and as a resource
• Created automation scripts with Visual Basic & Tera Term to reduce setup time by 75% and eliminate human error.
• Maintained business relationships with clients and notified them of any issuesCustomer Service/Tech Support, Verizon Wireless corporate, Irvine, CA 2013 – 2014
Responsible for customer inquiries, complaints, billing, payment extension/service request, repair trust, locating resources for problem solutions, and designing best-option solutions. Engaged with internal partners to ensure first call resolution was achieved on every call and conducted tier 1 and 2 troubleshooting.
• Managed a high-call volume workload within a deadline-driven environment. Resolved an average of 400 inquiries in any given week and can consistently exceed performance benchmarks in all areas (speed, accuracy, volume)
• Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees
• Helped the company attain the highest customer service ratings (as determined by customer satisfaction surveys) and earned 100% customer satisfaction.
• Completed a 4-month customer service satisfaction training to learn how to improve productivity
Computer Consultant, Cruz Services Inc, Long Beach, CA 2001 – 2013
Incorporated an IT consulting business focused on marketing, management, procedures, hardware, and software for many clients in different industries.
• Planned network infrastructure for current and future needs of the business to improve network efficiency
• Provided troubleshooting for software and hardware to small business offices to decrease cost
• Trained new and existing staff in equipment and procedures to increase performance
• Wrote system policies for different businesses to ensure compliance with laws and policies
• Evaluate computer hardware and software to prevent and prepare for the future while minimizing cost.
• Purchased and installed hardware and software needed for small and large businesses.
• Created an in-house database when an off-the-shelf was not available to meet client-specific needs
• Developed websites for businesses to increase profit, sales, and customer awareness through marketing and proper SOE.
• Latest Websites:
• Airinc.ws - A Multi-Million dollar demolition and environmental solutions company. They already had a website that lacked design and functionality. This website was completely redone. The company had a panel that approved every stage of the sketches. Portions of the website consisted of CSS, HTML, and Javascript.
• evolvesurf.com - A startup company that sold patented surf technology. This website was only a concept; we gathered all information, planned the layout, designed and submitted sketches, developed the website, and tested and maintained the website. Languages: CSS, HTML, Javascript.
• http://roberto-is445.azurewebsites.net - A School Project to demonstrate our knowledge of wireframe websites incorporating responsive design. This was done using Visual Studio with HTML, CSS, Javascript, and C#, as well as Server-side programming and client-side programming.Technical Support Administrator, Giant Leap, San Clemente, CA 2006 – 2006
Provided IT support for a start-up company that created software to aid other companies in designing and invoicing customers for window treatments.
• Tested new equipment and technologies that may benefit the company in its project
• Created a user manual and updated it as the product evolved
• Tracked inventory and forecasted for growth to maintain inventory costs to a minimum
• Translated documents into Spanish and was the translator between departments
• Managed and trained staff to ensure everybody understood their roles and what was expected
• Perform technical support onsite/remotely to troubleshoot network issuesTerminix International, Gardena, CA 2002 – 2006
Renewal Manager/Typist (2004 - 2006)
Coordinated and Managed 15 Termite inspectors and digitized their reports while ensuring that they followed regulations and had zero mistakes to comply with company policy and regulations.
• Called current customers to schedule their annual inspection
• Digitized/Transcribed their handwritten reports and mailed them out to customers after inspection
• Increased employee productivity by 30% by reducing drive time and maintaining a 30-day future schedule.
Customer Service Representative (2002 - 2004)
Provided over-the-phone customer support to clients and drivers for a company dedicated to pest control.
• Created a one-stop sheet that included all the information the CSR would need on any given call; this reduced call time by 3 minutes per call and ensured that the information was accurate and available to everybody.
• Answered incoming calls to schedule appointments and coordinated with drivers to ensure customer satisfaction
Chairman of Safety Committee (2005 - 2006)
Managed a panel of employees and staff to ensure we were OSHA compliant and reduced lawsuits and fines, which resulted in a reduction of 99% of accidents and claims.
• Scheduled weekly meetings to go over new training and procedures that may be needed
• Created agenda and took minutes to document meetings and get the approval of decisions

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Education

Bachelor of Science, Management Information Systems, May 2013
The California State University of Long Beach, Long Beach, CA
• President - Delta Lambda Phi Fraternity, 2012
• Secretary & Treasurer - Delta Lambda Phi Fraternity, 2011
• Activities Director - Cultural Greek Council Officer, 2012 Activities Director
• Completed three courses of Law: Business Law, Contract Law, Legal & Regulatory Environment Business
• Completed Courses in this Field: International Business, Organizational Behavior, Marketing, Management, Cost Accounting for Managers, Business Ethics, Enterprise Systems, Business Strategy and Policy, Operations Resource Management, and Business planning.

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