Customer Service Call Center

Iván Umaña Mena

CCNA * modules.

Skills: Adept at maintaining all types of Cisco hardware and software solutions designing small scale network upgrades and troubleshooting network areas.

I can understand protocols like OSI and TCP/IP, OSPF, EIGRP,RIP, Spanning tree, Frame Relay, PPP,LAN, IP Routing, InterVLAN, EthernetChannel, NAT, HSRP and DHCP, ACLs.

Experience

Since May 13 2019 to present I work for LanguageLine Solutions

I provided interpreter services for banks, insurance companies, public services, 911 calls, WIC programs, immigration, police departments, for inmates and now for almost 3 years I provide video interpreter services for medical terminology.

October 11 2011 to June 2012

I worked for Bank of America one year in customer service for credit cards and sales at Sykes.

June 2012 to July 2016 and then October 2017.

Provided support at Intel in Sykes call center.

Technical support experience on PC maintenance.

To listen and respond to customer inquiries on the telephone, through on-line networks, by mail, chat and forums.

To develop areas of expertise that includes a detailed understanding of an application’s work-flow and programming.

To act as a resource to Level 2 agents, to perform advanced trouble-shooting and problem resolution to processors, graphics, chipsets, raid configuration, bios updates, compatibilities etc.

Excellent listen and writing skills.

Ability to talk and type during a call.

Internet tools.

5 years of experience

Understand motherboard installation and configuration problems.

Working knowledge of hardware and Intel architecture.

Perform BIOS upgrades.

Ability to use WWW browsers-FireFox or Internet Explorer.

Understand Storage fundamentals including configuration and troubleshooting.

Understand NAS, DAS and other data storage technologies.

Working knowledge of local and remote server management applications.

Working knowledge of networking specifications including switching and cabling.

Working knowledge of Ethernet packet structure and TCP/IP protocols.

Working knowledge of VPN software and router security technology.

Knowledge of HPC products, terminology, network fundamentals, and common customer environments.

Linux Knowledge on:

Working knowledge of Linux (Suse/Red Hat).

To troubleshoot Linux device drivers.

Installation, configuration and administration of enterprise Linux servers, and/or Unix in clustered environments.

Network configuration and troubleshooting.

Experience with more than one Operating System (Linux /Unix).

Viewing the contents of a configuration or log file.

Checking the file/folder and user/group permission (0644, rwx).

How to check a running process or service.

Navigate or instruct the customer on how to navigate through the filesystem.

Changing to a directory i.e. cd /opt, /var /tmp /usr.

July 2016 to October 2016.

Cisco TAC in Sikes call center.

To provide hardware support to Cisco components, all platform switches, all platform routers, ASA components and servers.

Able to understand and read show tech, show version, show environment, show module, so we can identify the root cause of an issue.

Perform software/firmware release upgrade for customers and ensure the Switch, ASA devices are on the latest version available.

Be part of discussions with customers and other stakeholders and help them understand the need for the upgrade; analyze the risk and impact and assist them in their change management process.

Proactively manages release and environment issues to minimize impact on delivery and project plans.

September 10th 2018 to January 5th 2019 I worked for Amazon with a temporarily contract

Customer service working from home for Spain customers

Education

2014 Universidad Tecnológica Costarricense, Eng. Sistemas.

2010 Bachiller educación media.

2010 INA Relaciones Humanas y manejo de conflictos

2010 Instituto Interamericano Profesional Bilingüe, reparación y mantenimiento de computadoras.

2016 CCNA 4 modules.

Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (90 %>).

Linux courses on line:

https://courses.edx.org/courses/course-v1:LinuxFoundationX+LFS101x+1T2016/courseware/0123a04c5dfc4a10b44f58a0a660c354/262010687dd84707a0a057517f38566c/

Excel Avanzado.

Courses complete at the University:

I can work with SQL server and VB.net

Bases de Datos SQL Server

Programación I

Programación Il

Programación Ill

Programación IV

Programación V

Estructura de Datos y Archivos

Administración General I

Contabilidad I

Special Strengths

To keep account information confidential and protect it from unauthorized use.

To follow up on the customer’s issue until it is solved.

To perform any other tasks, duties, or services requested by his/her immediate superior.

To maintain adequate technical proficiency in products and platforms assigned.

Capacity for adaptation to company changes.

Excellent presentation, communication and negotiation skills.

References

Upon request.

Contact this candidate