SUMMARY:

• Bi - lingual, accomplished professional with diverse background and skills in information technology, incident management, sales and customer service.
• Recent 3 successful Technical Support assignments at Visa: Service Desk incident management, Support Visa Online Application access & provided technical support to dispute resolution application
• Experience in Customer Service and Technical Support Helpdesk
• Fluent in English and Spanish.
• Experience translating Software, User Manuals and Web Pages/ Areas of expertise includes Helpdesk, Service Desk and Customer Service, Consulting Software/Materials Translation, Client & Customer Relations
• Translated software, user manuals, marketing materials and various documents into both Spanish and English, to address the needs of expanding markets.
• Experience in Sales including B2B and IT
• Worked with Guatemala’s Planning Secretary on a United Nation’s financed project involving the creation of an integrated information system that would link all the government’s Executing Agencies and publish/track on the Internet all foreign nations’ financed projects throughout Guatemala.
• Translated all communications between the Secretary IT department and the Software Developer
• Provided simultaneous translations services for personal of the Secretary
• Translated software, user manuals, marketing materials and various documents into both Spanish and English, to address the needs of expanding markets.
• Created software user training materials for employees/customers.

TECHNICAL SKILLS:

ITIL incident management, proficient in PC systems set-up, component replacement, new component installation; software knowledge includes Microsoft Windows programs such as Excel, Word, PowerPoint and Access. Proficient in Network and Web based CRM systems, such as Remedy, Siebel and others. Experience in exchange management and Active directory.

PROFESSIONAL EXPERIENCE:

Confidential

Team Lead

Responsibilities:

• Incident Management
• Assume manager’s functions when the Manager isn’t available
• Supervise team members
• Develop, and implement training program for analysts
• Prepare and distribute daily incident reports
• Actively work for the improvement of all procedures
• Document and report issues with monitoring tools
• Responsible for approving new alert monitors
• Communicate with support teams
• Manage critical incident calls
• Make sure that issue are resolved in the shortest possible time
• Communicate issue immediately to stakeholders
• Review and approve maintenance related broadcasts

Confidential

Sr. Specialized Services Analyst

Responsibilities:

• Incident Management
• Use, analyze and interpret Server and Application Monitoring Tool
• Engage alerts in accordance with Handling Procedures
• Remote connect to servers to perform basic SA functions such as, services restart, IIS reset, collect Event logs, analyze CPU utilization and others
• Establish conference calls with multiple support agents to resolve Service Outages
• Coordinate conference calls with multiple support agents to resolve Service Outages
• Responsible to create, edit and send communications related to Service Outages and or recovery
• Use BMC Remedy for Incident creation, tracking and escalation
• Create and maintain Mailboxes and Distribution lists with Microsoft Exchange

Confidential

Senior Technical Support Specialist

Responsibilities:

• Support Visa Online Application access
• Help narrow and isolate issues
• Troubleshoot and Support access issues
• Research and reproduce customer issues for better understanding
• Provide customers with step by step instructions, to resolve minor issues
• Support Customer’s Password Reset
• Manage user enrolments with Visa Enrollment Management application
• Use VHELP (BMC Remedy) Service Desk system for Incident escalation

Confidential

Technical Support Analyst

Responsibilities:

• Open Service Request Tickets in Help Desk Software
• Properly document Service Requests
• Provide technical support to dispute resolution application
• Help narrow and isolate issues
• Research and reproduce customer issues for better understanding
• Provide customers with step by step instructions, to resolve minor issues
• Research and resolve complex application issues
• Escalate issues to senior customer service specialist
• Assist with customer enrollment and system access
• Follow up with customers to assure issue resolution
• Support Latin America Region Dispute Resolution office
• Use VHELP (BMC Remedy) Service Desk system for Incident escalation

Confidential

Customer Service Agent

Responsibilities:

• Open incident tickets in Help Desk software
• Listen to customer, helping to narrow and isolate issues
• Provide over the phone step by step instructions, to resolve minor issues
• Provide Email step by step instructions, to resolve minor issues
• Provide remote issue resolution where accessible
• Provide hands on support when necessary
• Provide the customer with the proper training when necessary
• Locate and keep User’s manuals available to customer
• Follow up with customer’s to make sure that the issue has been satisfactorily resolved
• Install software upgrades
• Proactively monitor operations to prevent issues

Confidential

Responsibilities:

• Desktop / Laptop on call Help Desk
• System Clean up and restore
• Install and configure new Hardware, Software and device Drivers
• Install New Software and updates
• Locate drivers and/or updates when issues are the result of missing or outdated drivers
• Computer training
• Provide over the phone step by step instructions, to resolve minor issues
• Provide Email step by step instructions, to resolve minor issues
• Follow up with customer’s to make sure that the issue has been satisfactorily resolved

Confidential, Bridgewater, NJ

Responsibilities:

• Tested and classified all incoming computer equipment from corporations and leasing companies; determine components that could be re-sold. Clear out hard drives for security purposes.

Confidential, Somerset, NJ

Customer Service

Responsibilities:

• Suggested and developed plan to implement Help Desk solution to enhance service and save cost of new software and equipment.
• Used Title Express Software to generate Title Commitment Binders; handled all administrative functions (e.g. payments, Notices of Settlement).

Confidential

Account Manager

Responsibilities:

• Responsible for technical sales of various products/services including firewall, ISP Load balance, web Based Help Desk. Successfully introduced the concept for ISP Load Balance solutions to the public and private sectors.