Customer Service Quality Control
Resume:
FELIPE MUNOZ
Renton, WA, ****5
EXPERIENCE
*/** - */** ****** Renton, WA
Dealer Services Analyst
. Acted as primary contact for Kenworth and Peterbilt
dealers.
. Troubleshoot all PACAR Software applications. Deployed
updates, service packs and hot fixes using Windows
Update, Automatic Updates, and Group Policies.
. Provided effective and consistent technical solutions.
Resolved technical issues pertaining to any hardware or
software related problem.
. Performed upgrades, installation of software and drivers
and essential desktop troubleshooting.
. End user for AS/400 and Mainframe. User rights and
permission, disabling and enabling accounts, file and
folder permissions and configuring security templates as
per need.
. Maintained technical support database.
. Performed black box testing for PACCAR applications.
Collaborated with other developers, designers, analysts
and stakeholders to ensure successful implementations;
actively participate in all phases of the development
lifecycle; Analyze and convert business and system
requirements into detailed system design and technical
specifications.
. Managed and maintained customer and target marketing
databases.
. Provided Technical Translations (Spanish ) for PACCAR
Web Applications and PACCR PC-Based applications
4/06 - 05/08 Expeditors International Seattle, WA
Computer System Operator (Part Time)
. Monitored systems to ensure minimal downtime 24/7
. Handled troubleshooting calls
. Responded to electronic support requests
. Kept current and detailed tracking records
. Performed data center tape backups
8/04 - 4/06 U.S. Dept of Homeland Security SEA-TAC Airport,
WA
Biometrics Data Collector (US VISIT Program)
. Assisted international travelers with proper exit
procedures
. Verified the traveler's departure
. Collected and processed fingerprint data and digital
photographs
. Managed the US-VISIT Workstation
. Aided in general printers and finger print HW problems
10/04- 4/06 Corporate Moving Systems Redmond, WA
Technician Consultant
Client: Microsoft Corporation
. Consulted client's employees users, in person, on
various HW and SW problems.
. Configured and monitored system components operations.
7/03-8/04 Epana Networks New York, NY
Bilingual Customer Service
. Functioned as an in-store customer service contact in
order to meet customer needs and expectations
5/03-4/04 International Center of New York New York, NY
Assistant Computer Lab Technician
. Maintained effective operation of the Computer Lab
. Provided effective customer service to lab clients
INTERNATIONAL EXPERIENCE
6/01-6/02 Price Water House Coopers Quito, Ecuador
Auditor IT (Trainee)
. Analyzed databases
. Generated recommendations for security access, systems
control, and quality control.
. Composed quarterly business reports and market updates of
different industry segments and corporate
7/00-6/01 Quito Navy Station Quito, Ecuador
Documenter-Technical Writer
. Developed online-help for software applications
. Interpreted program-operating codes
SKILLS
. English and Spanish communication skills.
. Proficient in the configuration of Intel based Windows computers in a
business environment
. Efficient with
o Office Package: Microsoft Word, Microsoft Excel, Microsoft
Access, Microsoft PowerPoint, Microsoft Outlook Express
o Operating Systems: Windows9X, Windows2000, Windows ME, Windows
XP, Windows Vista, Linux, Unix, MS DOS
. PC hardware and software troubleshooting
. Comfortable in a high-demand, short deadline, and technically complex
environment
. Customer service experience
. Attention to detail and precision, solid work ethics concerning
meeting deadlines and reliability.
EDUCATION
01/10 - Present Renton Technical College
English 101
09/09 - 12/09 Renton Technical College
Speech Communication
09/08 - 12/08 Renton Technical College
English Composition
02/07 - 04/07 Bellevue Community College
Business Communications Certificate
06/06 - 09/06 Bellevue Community College
Communication Skills Training
10/05 - 02/06 University of Washington
Software Testing Certificate Program
08/03 - 07/04 LaGuardia Community College, Long Island City, NY
English ESL
06/96 - 06/02 Army Polytechnic School, Quito, Republic of Ecuador
BS Computer Information System
REFERENCES
Available upon request
Contact this candidate