Orion Terrazas
Idaho Falls
Summary
Versatile and detail-oriented professional with expertise in technical support, military reconnaissance, and customer account management. Certified in Google IT Support and AI Essentials, demonstrating a commitment to continuous learning and professional development. Proven ability to thrive under pressure while managing complex systems and delivering exceptional customer service. Eager to leverage technical aptitude and problem-solving skills in a challenging IT role that fosters growth and innovation.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Retention Specialist
Quince
10.2025 - Current
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Technical Expert
T-Mobile
11.2023 - 07.2025
- Diagnosed and resolved mobile technical issues for a wide range of cellular products, including smartphones, home internet hotspots, IoT, and SYNCUP devices.
- Provided proactive problem resolution by clearly identifying needs and recommending suitable devices and rate plans.
- Streamlined processes for faster troubleshooting, reducing downtime and increasing productivity.
Customer Care Expert
T-Mobile
01.2023 - 11.2023
- Achieved high levels of customer satisfaction through empathy, active listening, and clear communication skills.
- Utilized CRM software effectively to track interactions with customers, ensuring accurate data entry for future reference and analysis purposes.
- Participated in ongoing professional development opportunities aimed at enhancing industry knowledge as well as refining core customer care skills.
- Developed comprehensive knowledge of products and services to effectively address customer inquiries and concerns.
Security Officer
PeaceHealth
12.2021 - 12.2022
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Reported suspicious activities and persons to law enforcement.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
Cavalry Scout (19D)
U.S. Army
10.2019 - 12.2021
- Operated and maintained sophisticated radio and communications equipment during critical reconnaissance missions.
- Collaborated effectively within a disciplined unit, applying meticulous attention to detail during forward reconnaissance and patrols.
- Operated various weapon systems proficiently, ensuring accurate engagement of targets during live-fire exercises.
- Enhanced overall situational awareness through diligent observation during patrols or fixed-site security operations.
- Developed strong communication skills through regular reporting to command on mission progress and findings.
- Enhanced unit readiness by conducting regular vehicle maintenance and inspections.
- Handled ammunition safely, minimizing risk to fellow crew members and weapon systems.
Machine Operator
Nature’s Path Foods
01.2018 - 08.2019
- Directed and managed a production line team to ensure operational smoothness and adherence to strict product specifications.
- Performed installation, maintenance, and quality checks on manufacturing machinery to ensure proper operation and high-quality output.
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Loaded raw materials into machines and unloaded finished products to keep manufacturing process running smoothly.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
- Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
Education
High School Diploma -
Ferndale High School
Ferndale, WA06.2017
Bachelor of Science - Computer Science
Colorado Technical University
Colorado Springs, CO 05.2001 -
Skills
Technical Skills
Professional Skills
Mobile Device Troubleshooting
Customer Service & Account Management
IoT & SYNCUP Devices
Team Leadership & Collaboration
Cellular Network Connectivity
Detailed Incident Reporting
Home Internet Support
Certification
Google AI Essentials
Timeline
Retention Specialist
Quince
10.2025 - Current
Technical Expert
T-Mobile
11.2023 - 07.2025
Customer Care Expert
T-Mobile
01.2023 - 11.2023
Security Officer
PeaceHealth
12.2021 - 12.2022
Cavalry Scout (19D)
U.S. Army
10.2019 - 12.2021
Machine Operator
Nature’s Path Foods
01.2018 - 08.2019
Bachelor of Science - Computer Science
Colorado Technical University
05.2001 -
High School Diploma -
Ferndale High School