Customer Service Technical Support

Hernan Agustin Jaureguiberry

**** ****** ****** ***** ********, GA. 30066 404-***-**** **************@*****.***

SUMMARY OF QUALIFICATIONS

●Highly Organized, Self-Motivated, Resourceful, Competitive, Team Player, and Results Driven

●Bilingual, fluent in Spanish and English.

WORK HISTORY

Accenture, Argentina BS.AS. 2015-2016

Function: Support production applications for Pfizer. Using HP service center and lync. Server support. Supported Applications: PMX, AMPS, Catalyst (Production), IPL (Logistics and Warehouse Manager), PPRS, PEPS (Reports)

Production support applications for Pfizer. Using HP service center and Lync. Server support. Supported applications: PMX, AMPS, Catalyst (Production), IPL (Logistics and Warehouse manager), PPRS, PEPS (reports)

Business & Technology Delivery Analyst at Accenture S.R.L

Responsible for monitoring, logging and keeping daily defects and enhancements that have been updated for Accenture's North America Candidate Hub application, as well as assisting technical support to test and analyze incoming issues or improvement requests. Includes operating MS SharePoint, TFS, Outlook 2013, Skype for Business, Amazon's Bastion Remote Desktop service, and Windows Server 2012.

Business & Technology Analyst at Accenture Delivery S.R.L

Responsible for monitoring, logging and keeping daily defects and updated for Accenture's queue enhancements North America Candidate Hub application, as well as assisting technical team to test and analyze incoming issues or improvement requests. Includes MS SharePoint operating, TFS, Outlook 2013, Skype for Business, Amazon's Bastion Remote Desktop service, and Windows Server 2012.

Teletech, Argentina Bs.As. 2010-2011

Function: ITSM Support Team working in support and development Tool Management System "CA Service Desk" v.12.5 to amend the forms and workflows of the application according to the business requirements. Currently we have over 15 streams developed for business processes. In addition, installing and supporting the application CA Asset Management. Use for the development process TFS (Team Foundation Server) and SCRUM methodology. Support for the maintenance of Users with connection problems to the system.

Tools: CA Service Desk v.12.1 v.12.5, Outlook, SQL server 2008, web screen painter, workflow IDE, UAPM 11.9, SharePoint.

Hewlett Packard (HP) Hired by Manpower, Argentina Bs.As. 2009-2010

Function: Team member development, maintenance and delivery of knowledge base designed to facilitate IPG (Image and Printing) and PSG (notebooks and desktop PCs) for Call Center in Mexico with information on new products coming to market and existing products.

Tools: SharePoint, Yoda, Outlook, Excel (Administrative- Back office)

First Source/ Verizon Business, Argentina Bs.As 2007-2009

Function: Provisionary: disconnection of voice and data circuits, Option1. the

main tasks are the creation, tracking and delivery of orders until the end of the disconnection of the circuits. Provision of services by Verizon in the U.S. These services were long distance and local data circuit. When a circuit is disconnected I was responsible for updating all systems to demonstrate that these facilities were available for future use by another client.

Tools: COMS, F&E, Smarts, Nepro, Mecca, Siebel (Administrative- Back Office)

Cubecorp- Proyecto Young America, Argentina Bs.As 2006-2007

Function: Customer Service Operator: assisting clients in American and Canadian concerns regarding payment status of their rebate programs. Handling complaints and concerns. Monitoring Statements.

Escalation Agent: claims handling for clients who claim to speak with a supervisor. Good interpersonal and customer service.

Assistant Training and Nesting: conducting training exercises and role-play for new agents. Monitoring and assisting new agents in the first stage in the production floor.

Runner: assistance to the production floor operators and induction for new operators.

Backup supervisor.

Qualfon- Tracfone, Argentina Bs.As 2004-2005

Function: Bilingual Technical Support

Customer Service Agent: Customer support and information about American and Canadian products and services Tracfone cell phone. Customer support of claims with the goal of reaching a satisfactory solution.

Credit Card Department: account management and all operations related to credit cards.

Assistant training: conducting training exercises for new agents in the production floor.

Runner: assistance to the production floor operators and induction for new operators. Backup supervisor.

Faculty of Medicine-UBA, Argentina Bs.As 1998-2007

Function: Area Supervisor: Archives department. Supervision of a team of 10 people, task coordination, task assignment, load and control data in the system, preparation and filing of analytical and titles of graduate students and doctors from abroad. Customer service support and translation of forms for students and physicians. Armed and archiving of files and records. (Administrative)

EDUCATION

Resident of Greenwich, Connecticut-USA (1981-1992)

Port Chester Elementary School

Western Middle School

Greenwich High School

Bachelor

School “Juan Pascual Pringles”, Córdoba

Architecture (1997-1999)

Córdoba

Beekeeping Course (2003)

Started Beekeeping (Argentina Beekeepers Society)

Course design websites (2004)

UBA School of Medicine

Course design websites (2011)

Gutenberg Institute (Dreamweaver CS5, CS5 Professional Flash, HTML, CSS)

Certifications: January 2010

ITIL Foundations V3 - "IT Service Management"

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