Manager Customer Service
Resume:
ERNESTO MOYA
Providing Reliable Solutions for Information Systems and Cybersecurity
915-***-**** linkedin.com/in/ernesto-moya ******@**.***.*** PROFESSIONAL SKILLSET
Information Systems and Technology Solutions professional with experience in all Windows, IOS operating Systems. Results driven individual with technical support expertise, as well as superior customer service skills. Solutions-driven, strategic thinker with hands-on mentality and proven record of success. Active listener and Bilingual fluency.
EDUCATION
Master of Science in Cybersecurity, Grand Canyon University December 2018
Highlights: 4.0 GPA Graduated Summa Cum Laude
Bachelor’s in Information Systems, University of Texas – El Paso May 2017
Highlights: 6x Dean’s list; Delta Sigma Pi, Association of Information Technology Professionals Projects:
Expert Systems, Spring 2017 - Educated elementary school children about STEM programs with the focus on robotics by programming robots and emphasizing the importance of artificial intelligence in the world, while using project management tools. Designed a training curriculum in which the children would learn to develop communication skills, and problem-solving skills, as well as understand the process model used when building these robots. Lead the project planning and implementation processes of robotics projects in order to ensure children received formal training. Senior Capstone, Spring 2017 - Presented proper integration of all facets of business, by developing a strong business strategy that includes project management, marketing, economics, finance, accounting and supply chain management and product development for a struggling business. Competed against other classmates for market share and profit. Developed a strategic design in order to best suit business requirements while taking risks and adjusting for target profits as provided by Instructor. Ranked as top classmate in final sales, and overall company success. LEADERSHIP EXPERIENCE
Oxygen Hospice, El Paso, TX May 2018 – Currently
System Administrator
Key Accountabilities:
• Oversaw and managed network and server infrastructure
• Provided desktop support with computers (Windows OS, Apple OS, MS Office,SQL)
• Managed the installation, maintenance, and configuration of all computer software.
• Processed Adhoc payroll reports in Excel using macros, pivot tables, and formulas
• Installed VPNs and Active directory functions on laptops Key Accomplishment:
Promoted to manager within first six months.
Certified in Google IT Support
Windows Operating Systems
Information Management
Cyber Security
Technical Support /Business Analyst
Leadership
Customer Service and Retention
Inside and Outside Sales
Bilingual: English and Spanish
Project Management
Time Management
Salesforce
IT Support Specialist
Microsoft Office 365
Java, SQL, Linux
System
Administration
ERNESTO MOYA
915-***-**** ******@**.***.***
P a g e 2 2
ADP Time and Labor Management, El Paso, TX March 2017 – June 2018 Implementation Specialist I/II
Key Accountabilities:
• Implemented Time and Labor Management strategies for use in small and medium sized businesses.
• Collaborated with business owners to identify issues, and troubleshoot any problems encountered.
• Generated and analyzed business processes, while providing consultations on efficient solutions for improved usage.
• Provided technical support and application support for existing clients, while providing exceptional customer service.
• Designated as the Bilingual rep for non-English-speaking clients, Lead the development of Bilingual process. Key Accomplishment:
Top-2 Associate: NPS score (200 Employees); Top Associate of the quarter for 2018 fiscal year.
Promoted within 1st year to level two associate, relied upon as a lead mentor to new hires.
Directly influenced a 300% increase in NPS score of Department. Prometric, El Paso, TX February 2016 – February 2017 Test Center Administrator / Solution Specialist
Key Accountabilities:
• Administered exams for up to 300 weekly students and monitored process documentation of professional seeking certifications.
• Implemented operating system enhancements that would improve the reliability and performance of the system.
• Responsible for the installation, maintenance, configuration and integrity of computer software.
• Developed internal audits of daily operations and ran excel reports of all the tests taken before the day was over.
• Monitors new and existing systems for potential problems and provides prompt and accurate resolution. Key Accomplishment:
Recognized as the top contributor to organization recognized as a Top 5 National Testing Center in the nation.
Developed a plan to balance life as a fulltime-worker and fulltime-student while excelling at both.
Received TCA certification for Administrator duties.
Became the Manager while the current Manager was ill. Supplement Xpress, El Paso, TX August 2010 – October 2015 Assistant Manager / Sales Associate / Supplement Consultant Key Accountabilities:
• Handled $1000-$7000 in daily deposits.
• Analyzed and reviewed nutritional and supplement needs for 20 – 90 daily clients.
• Created marketing agenda for company products while developing relationships with gyms locally.
• Scheduled employees and updated their time sheets.
• Trained new Associates.
Key Accomplishments:
Recognized as Top sales Associate.
Promoted to Assistant Manager within 3 months.
Highest Dollar per ticket ratio for entire 5-years of employment w/company.
Designed and developed new product line for company’s first line of supplements.
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