Customer Service Sales

JOSE L. SALCEDO BA,RT (R)

SYSTEMS SUPPORT & OPERATIONS SUPPORT ANALYST

CUSTOMER SATISFACTION TRAINING & DEVELOPMENT OPERATIONAL EXCELLENCE

COMPUTER SKILLS

● MICROSOFT OFFICE – Word, Excel, PowerPoint, Outlook, WINDOWS - XP, 7, 8

● Unix Operating Systems – HP & Solaris, Open View, Omni back, VACS, MVS

● Cisco Network Training - CCNA

● Swift – Global banking application

● SQL- Knowledge of Embarcadero Rapid SQL

● RETAIL POS & INVENTORY SOFTWARE – Various Tools & Platforms

● HEALTH CARE SOFTWARE - PACS, HL7, DICOM, EMR, EHR

● NJ Teachers Certification K-12 – In Progress

PROFESSIONAL EXPERIENCE

KONICA MINOLTA, Wayne, NJ 2008 - 2014

National/International Technical Support Specialist, Medical Imaging Systems Administrator

Recruited to the organization to provide in-house support to Konica’s extensive network of dealers and service providers

for the complete line of complex medical imaging equipment.

● Rapidly advanced from Level I to Level II support as a result of technical aptitude and superior

customer-service and problem-solving skills.

● Demonstrated alignment with Konica Minolta’s high customers service standards via multiple unsolicited

email/snail mail thank you letters from customers.

● Recommended process improvements to streamline resolution and more effectively leverage extensive the

internal knowledge base.

● Specialized in Computerized Radiology equipment to assess system performance, product development and

product support, Including PACS, DICOM, HL7, EHR, EMR, and RIS Management

● Support the Sales of Konica Minolta Products and Services by technically supporting National and International

Customer base and Third Party Dealers.

● Maintain and supervise Radiological and FDA Protocols that apply to all Konica Minolta Medical Imaging USA.

● Executed Change Managements and ensured completion and verification within the specified time limits.

● Catalyzed inquiries, and requests from customers that ranged from simple to complex, and translated

complicated mechanical jargon from product literature into user-friendly terms.

INSTINET, 3 Times Square, New York, NY 10022 1996 - 2005

National/International Technical Support /Analyst, Senior Systems Operator/Administrator

● Managed and Supported 12-person customer support staff. Directed team in expedient resolution of

troubleshooting, warranty, and maintenance issues and supervised all parts ordering, inventory, and service

technician dispatch processes for repairs.

● Senior Systems Operator.

● Responsible for monitoring development and production trading systems (VAX, UNIX, Linux); escalating any

irregularities and issues identified

● Documented and distributed checklists, logs, daily documentation, and detailed turnover shift reports.

● Monitored job completion and/or failure, force start jobs and put jobs on/off ice via the Autosys monitoring

application.

● Verified and reviewed remote and local system Syslog notifications for inconsistencies.

● Monitored daily backups on Omniback, Hewlett Packard, and VAX systems along with attending to tape mount

requests to support daily and weekly operations.

● First line and Second line of defense for all network and application issues affecting the end-user, providing

Level 2 technical support for approximately 55 core trading applications, INET, ICS, and CIS.

● Facilitated help desk support functions with domestic and international clients within Asia and Europe regions,

thereby interfacing with customers, Data System Services, and the Trade Floor.

SALCEDO INC, North Bergen, NJ 1992 - 1996

Manager

Assumed accountability for all aspects of sales, operations, and merchandising in a 15,000 square-foot whole sale location

and delivered dynamic impact across key areas of the Spice business.

● Increased quarter-over-quarter sales by nearly $100K through intensive and ongoing sales/product training

and consistent monitoring of results.

● Raised the bar for customer service, which simultaneously improved referral/repeat rates, by setting the tone

at the optimum level during every customer interaction.

● Maintained low turnover by providing formal training/on-the-spot coaching to help associates achieve income

and other professional goals.

● Consistently met/exceeded key sales, operations, and cost control metrics, including inventory control, price

control/accessory attachment, and overtime percentages.

● Networked in the community to secure cross-promotional opportunities with business owners and retailers.

● Developed a loyal clientele by providing courteous and knowledge service to customers that ranged from casual

walk-in customers to retail chain.

EDUCATIONAL EXPERIENCE

WILLIAM PATERSON UNIVERSITY – BA GEOGRAPHY

BERGEN COMMUNITY COLLEGE – AAS Radiography

MRI Seminar Series Inc- MRI & CT Training Certification Training

HUDSON COUNTY COMMUNITY COLLEGE - Pharmacy Technician, Certification # 310************

STRUCTURED NETWORKS - CCNA, Networks, System Integration Training

XINCON TECHNOLOGIES INC - UNIX Administration Training

THE CHUBB INSTITUTE - Diploma in Data Center Support

LasComp Institute of IT Training – CCNA Networks, System Integration Training

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