Sales Representative
Resume:
Rolly Alegre
Hagerstown, MD 21740
Objective: Highly motivated individual with technical skills in Wide Area Network using IP, SNA, X25, ISDN, Point to Point,
Frame Relay, Hypercom, and Data Analysis seeking a challenging career with a progressive organization which will utilize my technical
skills and process management.
Education
January 1996 – 1997 HCC Hagerstown, MD
Computer Information Systems
March 2000 INT Solutions Williamsport, MD
Microsoft Certified Systems Engineer
December 2001 Global Knowledge Hagerstown, MD
UNIX I: Introduction to UNIX Command Line
April 2002 Global Knowledge Hagerstown, MD
UNIX II: Advanced UNIX Command Line
July 2002 Global Knowledge Arlington, VA
Interconnecting Cisco Network Devices (ICND)
March 2003 Global Knowledge Arlington, VA
Cisco Certified Network Associate (CCNA)
Work Experience
July 2008 – September 2010 First Data Merchant Services
Software and Gateway Technician (Sales Central) Hagerstown, MD
• Responsible for assisting outside Sales Representative with Software and Gateway compatibilities via phone, bold
chat and email.
• Setup gateways for new and existing merchants.
• Troubleshoot merchant software and gateway issues.
• Setup merchant to process high speed using Datawire.
• Provide assistance to level 1 support
• Verify Software and Gateway certification
October 2005 – November 2007
Data Analyst (Sales Lead Tracking)
• Responsible for Lead Loading Sales Process that includes loading daily, weekly and monthly leads to salesnet for
Account Executives.
• Provide support to Telesales, Memphis and Crosssales management as well as account executives with file
sharing, file transfer, connectivity and setup logins.
• Create accurate reports using Excel, Powerpoint, Visio, and SQL for management and Bank reviews.
• Provide lead tracking process training to new hires.
March 1998 – October 2005 First Data Merchant Services
Midrange/Network Analyst (Network Control Center) Hagerstown, MD
• Provide technical support to Chargeback and Media Retrieval users.
• Call in Hardware and Software issues to technical support and assist them if necessary.
• Perform Day-to-Day tasks such as Network Checks, Reviews and update Trouble Reports, Back up Testing,
System Maintenance, and Preventative Maintenances.
• Assist customers with network issues in a timely, efficient, and courteous manner including creating, following up
on and turnover of Trouble Reports either from shift to shift or department to department.
• Escalate with internal and external support groups within predefined guidelines to expedite service restoration.
• Review and update available customer information and network procedures used by both Network Analyst and
Engineers including Hardware locations and settings, OS and Networking Labels, and Network Maps and
Topologies.
• Interacted with Mainframe Operations and Network Operations to resolve technical issues, Perform system
backups, (WANG, VS3) performs system restores, batch processing, verify condition codes of batch maintenance
when completed and verify online file access via CICS.
• Monitor Protocols, Routers, Hubs, Firewall using Netview and UNIX commands.
• Assist with incoming calls from merchants, troubleshoot issues and report outages to MCI, SPRINT, and AT&T.
• Perform nightly recycle of systems and nightly checks of RISC6000 and VAP (Visa Access Point).
April 1996 – March 1998
Chargeback Investigator (Chargeback)
• Investigate high volume of cardholder dispute.
• Process all documentation based on what merchant provided for reversal.
• Assist co-workers and do workflow specialist functions in their absence such as Daily MIS, Quality, and provide
assistance to all chargeback related issues.
Contact this candidate