Customer Service Management

GRETCHEN ORTIZ

*** ********* ***** **** ****** Garden, FL 34787 t: 787-***-**** e: ***********@*******.***

PROFESSIONAL SUMMARY

IT professional with over 8 years experience in the Banking and IT Industry. Highly skilled in

telecommunications analysis and management, cost control, profitability and inventory management.

EMPLOYMENT HISTORY

Analyst 2005 to Present

EVERTEC Group, LLC

• Coordinated over 20 communications projects by analyzing with various departments

(including engineering and network support) new communications networks, ordering voice

and data circuits to telecommunication providers, tracking the orders and accepting circuit

installations in bank branches, ATM’s, private and government offices in order to better serve

the needs of end users.

• Analyzed over 1,000 telecommunications service orders (including new telephone lines,

voice and data circuits) yearly, processed their orders to telecommunications providers,

monitored the progress and coordinate their installations completing them in accordance with

the service level agreement.

• Assisted in a telecommunication line cost control initiative achieving approximately one

million dollars in saving by revising invoices from telecommunication providers to verify that

the pricing is as contracted, ordering reimbursement if not and validating that

telecommunication lines (telephone lines, voice and data circuits) were in use, ordering their

cancellation if not.

• Prepared communications cost analysis by revising with various departments (engineering,

sales and project management) telecommunication providers pricing quotes for voice and

data circuits recommending the best overall service and pricing to management achieving

better services and saving more than $100,000.00.

• Managed telecommunication line inventory in the configuration management database

(CMDB) by filling all required circuit data in order to keep an accurate archive of the

communication network, help in the reporting of problems by the network operation center

and speed up the invoice payment by the finance department.

Service Representative 2004 - 2005

EVERTEC Group, LLC

Gretchen Ortiz t: 787-***-**** e: ***********@*******.***

• Supported users in the resolution of 1 st level technical trouble tickets by remotely

troubleshooting bank branches systems, printers, desktop computers and ATM’s,

diagnostician issues and escalating them to 2nd level support if need it.

• Processed new service orders and monitor their status until completion by second level

technicians in accordance with the service legal agreement.

• Preparation of weekly reports of incidents and changes status for management review.

Office Clerk 2003 - 2004

Banco Popular of Puerto Rico

• Opened and monitored service tickets for various departments (including engineering and

network support) until their completion.

• Verified client service surveys and directly with end users satisfaction with the service

provided and reported results to management.

SKILLS PROFILE

• Office Tools: Microsoft Office (Word, Excel, Power Point), Computer Associates

Service Management Services

• Certifications: ITIL (IT Service Management)

• Languages: Spanish, English

• Other: Customer Service, Cost Analysis, Cost Control, Telecommunications

Contract Negotiation, Inventory Management

EDUCATION

Bachelor’s Degree of Business Administration in Computer Information Systems (2003)

University of Puerto Rico

REFERENCES

Available upon request

Gretchen Ortiz t: 787-***-**** e: ***********@*******.***

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