Customer Service Quality Assurance

NICARAO MORAGA

**** ** **** ****** *****, FLORIDA 33133 305-***-****

*******@*******.***

Objective

To obtain a career growth position using my expertise in

communication, computer, technical, customer service and

management skills.

Experience

MOSACSA S.A.

General and Operation Manager, 2006 - 2011

. Oversee activities directly related to making products or

providing services.

. Direct and coordinate activities of businesses or departments

concerned with the production, pricing, sales, or distribution of

products.

. Review financial statements, sales and activity reports, and

other performance data to measure productivity and goal achievement

and to determine areas needing cost reduction and program

improvement.

. Manage staff, preparing work schedules and assigning specific

duties.

. Direct and coordinate organization's financial and budget

activities to fund operations, maximize investments, and

increase efficiency.

. Establish and implement departmental policies, goals,

objectives, and procedures, conferring with board members,

organization officials, and staff members as

necessary.

. Determine staffing requirements, and interview, hire and

train new employees, or oversee those personnel processes.

. Plan and direct activities such as sales promotions,

coordinating with other department heads as required.

. Determine goods and services to be sold, and set prices and

credit terms, based on forecasts of customer demand.

. Locate, select, and procure merchandise for resale,

representing management in purchase negotiations.

DIRECTV / SKY TECHCO PARTNERS

NOC Broadcast System Supervisor, 1998 - 2006

. Responsible for the daily operation of NDS' conditional

access and IBMS broadcast system.

. Creat, monitor and troubleshoot the broadcast and databases

controlling the daily IBMS broadcast schedule, outstream and

compression configurations, security encryption and

subscriber authorization.

. Operate the IBMS Broadcast Traffic Scheduling System to

assign security encryption and entitlement for all On-Air

services.

. Responsible for the electronic transfer and quality assurance

control of the IBMS broadcast schedule data and accurately

reconcile the IBMS transmission schedules against as-aired

log.

. Check the maintenance of the Conditional Access Security

Servers, monitoring disk space for all the systems and the

transactions arriving at the ACC in Miami from in

Country customer locations.

. Allocate encoders of the compression system through the Out

Stream and Service Information Components.

. Resolve resource conflicts within the department, broadcast

programming preparation and playout system.

. Responsible for overseeing the IBMS daily operation of

planning, promotion, scheduling, media, campaigning, traffic,

library, presentation, and reconciliation.

. Responsible for testing and troubleshooting IBMS system when

problems occured.IBMS system support.

HERO PRODUCTIONS

Network Operator, November 1997 - 1998

. Responsible of airing on-air programming, promos, cue tones,

and commercials which are broadcast to Latin America, Brazil,

Spain and Argentina. Review all on-air traffic logs and verify

against client station database playlist.

. Interfacing with traffic and programming department to

enforce program logs, report discrepancies, and handling all

areas of program origination.

. Preparing and operating in-house equipment, comprising of

routing equipment, video processing and video playback &

recording, such as Digital Beta, Beta SP and SX, and video

profiler system.

Education

DeVrey University

BS, Network Aministrator

Miami-Dade Community College

BS, Radio & Television Broadcast Programming

Skills . Computers - Windows 3.1, 95, NT, 98, 2000, XP,

Macintosh, Microsoft Office, LAS,

familiar with Lotus 123, Louth Automated

System, Pilat IBMS, Sun up Traffic System,

SQL and Solaris, Oracle 9i Database Adm., and Unix.

. Language - fluent in Spanish, familiar in French and

Portuguese.

Contact this candidate