Customer Service Quality Assurance

LUZ M. RODRIGUEZ G.

* ******** ***, ********, *.Y. Phone 914-***-**** e-mail ********@*****.***

INFORMATION TECHNOLOGY SUPPORT SPECIALIST

I have a proven track record of leading, training; coaching individuals and groups in the

use of software systems to support modern and efficient working practices. I am an

independent problem solver who excels at planning, analysis, and implementation. I

have a positive, energetic attitude to work and am able to adapt quickly to a fast

changing working environment.

Highlights include:

Long and varied experience in the development of software systems based on a

rigorous analysis of customer requirements.

Proven ability to communicate and collaborate effectively so that clients identify their

needs accurately and ensuring their translation into technical specifications.

Wide range of experience at working with developers to establish technical

specifications including usability and performance parameters.

An excellent capacity for the logical analysis and evaluation of workflow and the

redesign and implementation of new software systems.

Experienced and confident at working with B.D., Windows, MS Office (Word,

PowerPoint, Excel, Access) and Web Page design.

Wide experience at working with Personal Computers, Laptops, Main Frames and

Networks.

I am bilingual in Spanish and English

PROFESSIONAL EXPERIENCE

June 2003 Present

Information Technology Support

Self-Employed

Assisting in the installation of electronic devices and software.

Evaluating workflow and the redesign and implementation of new systems.

Responsiblity for:

o Analyzing and testing of past/present information for accuracy and building

comparable data models.

o Monitoring daily operational audits to detect trends and pinpoint problems in

content.

Computer Programmer - Analyst August 1997 - October 2001

Gobernacion of Antioquia. Medell n, Colombia

Day to day program maintenance.

Providing assistance and support for using software and hardware tools

Evaluation of the suitability of new software to support the work of all departments.

Redesigning computer systems to increase efficiency and customer satisfaction by

reducing miscommunications and cost.

Management Assistant September 1998 - August 2001

Restaurant Asados la 80 . Medell n, Colombia

Day to day program maintenance.

Providing assistance and training in the use of software and hardware tools

December 1994 Dec 1997

Computer Science Analyst

Cooperativa Financiera de Antioquia. Medell n, Colombia

Installing and adapting new financial management systems.

Testing and planning the implementations of new systems.

Managing and creating schedules for numerous projects.

Redesigning workflows for new systems.

Responsibility for:

o Analyzing and testing past/present information for accuracy and eligibility and

building comparable data models.

o Managing projects by checking specifications and delivery dates to meet

customers high expectations for completion and usability.

o Monitoring daily operational audits to detect trends and pinpoint problems in

content.

o Performing basic Quality Assurance analysis to maintain efficiency and

productivity.

October 1989 July 1990

Computer Science Analyst

University of Antioquia, Medell n, Colombia

Installing and adapting a new software bibliographic.

Design and implemention of an automated customer service helpdesk using an

Oracle database.

April 1986 August 1989

Manager of Strategic Planning

Fabricato S.A.. Medell n, Colombia

Designing, implementing and managing a traffic system to assign, track, schedule

and route projects to regulate design workflow, streamline processes, reduce

timelines and increase capacity.

Establishing new ways of managing systems and decision-making based on W eb

and Intranet technology.

Evaluating new technologies for application within strategic planning.

EDUCATION

Masters degree and Computer Science Engineer. December 1985,

University of Antioquia, Medell n, Colombia.

Certificate in Strategic Planning. December 1990. University Eafit, Medell n,

Colombia.

Certificate, HITECH Program, INFORMATION TECHNOLOGY SUPPORT

SPECIALIST, Started August 2011. Bronx Community College, N.Y.

SPECIAL NOTE

I worked on a similar project as HITECH at the University of Antioquia, Medell n,

Colombia from October 1989 to July 1990. This was a project from the ICFES

(Colombian Institute for Superior Education). It included the installation of a new

software bibliographic and creation of a Health Bank database.

I used my knowledge of business modeling, health information technology and

statistics.

I was also involved in the negotiations for the purchase of new software and hardware

as well as the evaluation of different financial software models for bank clients.

REFERENCES AVAILABLE UPON REQUEST

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