Manager Customer Service
Resume:
Jose Villalba
**** * **** ** *** El Paso, TX ****2
915-***-**** & 915-***-**** - ****.********@****.*** QUALIFICATIONS SUMMARY
Information Technology graduate with a strong academic and practical background in networking infrastructure (CCNA), computer hardware, software and cyber security combined with a background in audio engineering and business management. Consistently recognized for efficient and effective technical troubleshooting skills by mentors. Able to work both individually and as part of a team with minimal or no supervision completing tasks with attention to detail and accuracy. Quick learner and technology knowledgeable in a wide range of computer systems, software tools and testing methodologies. EDUCATION & DEVELOPMENT
El Paso Community College, El Paso, Texas
Associate of Applied Science – Information Technology Systems Graduated with honors
2013 - 2015
El Paso Community College, El Paso, Texas
Diploma – Cisco Certified Network Associate
Graduated with honors
2014 - 2015
El Paso Community College, El Paso, Texas
Certificate of Completion – CompTIA A+
Graduated with honors
2013 - 2014
University of Texas at El Paso, El Paso, Texas
Coursework in Bachelor of Science, Business Administration 2000 – 2001 & 2003 – 2004
Dale Carnegie Graduate, Albuquerque, New Mexico
Certificate of Completion – Leadership & Public Speaking 2005 – 2006
TECHNOLOGY SUMMARY
Accreditations: CompTIA A+, Cisco Certified Network Associate (CCNA)
Systems: Windows XP/7/8/10. Windows Server 2k8/2k12, Linux OS, MAC OS, Android.
Programming Languages: HTML, CSS, and Python (entry level). Jose Villalba
4740 N Mesa St 101 El Paso, TX 79912
915-***-**** & 915-***-**** - ****.********@****.***
Software: MS Office Suite, Lotus Notes, Wireshark, Cisco Pocket Tracer, Cisco Command Line, KEY Entry, CPanel, Daemon, VMware, Defraggler, Citrix24, Apache (entry level), Samba (entry level), among other antivirus, antimalware and other tools and programs. PROFESSIONAL EXPERIENCE
INDEPENDENT CONSULTANT
El PASO, Texas
Information Technology Consultant
January 2015 – Present Day
Maintain local business and personal computers for optimum performance by doing preventing software and hardware maintenance as well as upgrades and updates in addition to repairs and data management.
Optimize web design presence and social platforms to maximize business exposure. Aid in the deployment of effective marketing strategies and create customer base databases to be used later for brand marketing and promotions dissemination.
Design and implement better business processes by conducting data collection and analyses in addition to custom surveys and data comparison. STATEFARM
EL PASO, Texas
Account Support Specialist
December 2008 – January 2014
Provided quote and bind services to customers after agent’s regular business hours of operation in a bilingual multi-platform setting working with State, private and State Farm proprietary software interfaces.
Recommended and educated customer while addressing any concerns regarding insurance coverage while abiding to strict multi state insurance regulations for a variety of insurance lines.
Licensed in 11 states; Texas, Wyoming, Utah, California, New Mexico, Nevada, Colorado, Florida, Arizona, New Jersey, and Virginia.
Winner of multiple recognitions in call quality, sales and company vision programs. Participated in the development of more effective data acquisition workflow guidelines for the whole department.
VERIZON WIRELESS
ALBUQUERQUE, New Mexico
Account & Tech Support Specialist
February 2008 – October 2008
Provided bilingual customer account maintenance for individual, small to large business accounts in a multitasking, high demand, and fast pace environment. Jose Villalba
4740 N Mesa St 101 El Paso, TX 79912
915-***-**** & 915-***-**** - ****.********@****.***
Conducted one call resolution including account inquiry, technical support, equipment usage education as well as bill settlement through the use of effective people skills.
Analyzed and reviewed customer’s accounts details using more than 7 different Windows based and Verizon proprietary software applications at any one time. UNIVERSITY OF TEXAS AT EL PASO
EL PASO, Texas
IT and Media Support Specialist
August 2004 – December 2004
Provided hardware Technical Support to computers, printers, and media equipment for Students and Faculty for the Undergraduate Learning Center building on day to day basis.
Provided support to IT Director in deploying, reformatting, and or installing new software to computer labs, classrooms and auditoriums.
Deployed, operate and optimized multimedia equipment for Faculty and Staff usage and special events.
Part of the team in charge of the transition, implementation and deployment of latest software for the Undergraduate Learning Center building as well as been member of the advanced hardware support team.
RADIOSHACK CORP
EL PASO, Texas & ALBUQUERQUE, New Mexico
Senior Store Manager
July 2000 – December 2007
Managed all store operational tasks and administration details needed to insure proper and profitable function of the store including Profit & Loss management, customer problem resolution, schedule creation, hiring and training of new employees ranging from temporary customer service associates to assistant manager and manager in training.
Assisted District Store Manager in conducting store audits, manager reviews and product display techniques training.
Supervised effective in-store promotional and marketing campaign implementation for products and services.
Winner of 4 state (New Mexico) awards including most wireless units sold and most new business growth. Two times winner of the Regional best Radio Shack Service Plan attachment rate. District Manager Candidate.
ASSOCIATIONS
PHI THETA KAPPA - Honor Society
OTHER SKILLS
Fully Bilingual Read, Write, Speak. English-Spanish, 45 WPM Word Processing.
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