Service Customer

AlfonsoRomo

619-***-**** *************@*****.***

https://www.linkedin.com/in/alfonso-romo-76329822

Self-driven, result-oriented IT professional with 12 years of progressive knowledge in Information Technology. My goal is to be placed with a quality organization to utilize my extensive experience in management, mentoring, and innovation. I can contribute with my strong background in computer hardware/software repair, asset management, SLAs, customer relations, team building, system development and administration. I also bring analytical, planning and process improvement skills, combined with the ability to interpret customer business needs and translate them into application and operational requirements.

EMPLOYMENT

2016 – present SYSTEMS ENGINEER – Vigor Systems

+Member of the Operations Support Center

+Point of contact for the executive group of our main client

+Liaison to our level 1 call center

+Documents, analyzes, and identifies trends suggesting innovative solutions/recommendations for product/service improvements

+Provide escalated troubleshooting and technical support to complex customer issues via phone, web based tools, and email, including dedicated in office coverage

+Actively seeks solutions guiding clients through corrective steps ensuring consistent high level customer service

+Maintain clear documentation through web based ticketing system and other OSC documentation sites.

+Monitor compliance and service agreements.

+Analyze call reports and identifies trends.

+Improves systems by identifying issues and providing innovative solutions.

+Basic Linux Systems Administration: health checks, upgrades

2015 – 2016 SOFTWARE QA ENGINEER – Hansen Technologies

+Reviews all data obtained during all quality assurance activities to ensure consistency with company policies

+Execute Manual Test Cases

+Analyze incidents for other Departments

+Execute build release process

+Provide bug reports to the development team

+Work directly with engineers to troubleshoot potential problem areas

+Design and implement QA test plans and test matrix

+Research functionality and implementation of current and futures testing techniques and technologies with a focus on the following technologies (HTML, JavaScript, PHP, Oracle, C#, Windows Media Server, etc.)

2014 – 2015 LEAD TECHNICAL ANALYST – Hansen Technologies

+Currently manage the Americas region which includes 3 clients

+Supervised a team of 3 Technical Analysts

+Conduct performance reviews

+Meet contractual SLA’s: successfully managed the development and execution of a new premium SLA Agreement

+Handle high level escalations

+Triage and troubleshoot issues involving product line Customer Care and Billing. These issues may be complex involving application setup, administration and availability with a focus on the following technologies (HTML, JavaScript, PHP, Oracle, C#, Windows Media Server, etc.)

+Work with team members and other resources to identify and resolve more difficult issues with the applications in an effort to identify defects, develop application workarounds and resolve customer issues related to use. Issues will be entered in a CRM call tracking database and tracked through to resolution

+Engage Product Engineering, Networking and Services staff as appropriate to bring issues to resolution

+Assist in rolling out system updates, focusing specifically on testing environments after rollout

+Develop knowledge of Hansen software products and new system updates, as they become available

+Track customer assets, and updates, in call tracking database

2010 – 2014 SENIOR TECHNICAL SERVICE REPRESENTATIVE – LPL Financial

+Tier I & II Executive Support

+Developed and conducted all new hire training

+Met contractual SLA’s

+Knowledge base and Customer Self Service Development: Assisting with Customer Facing Self Service Portal. Established a knowledge management system and administered, edited and published all knowledge documentation

+Provided support for incoming calls, directing day-to-day support functions to ensure optimal business operations, resolving priority incidents for over 5,000 LPL Employees.

+Input, update and close tickets in Siebel/Service Manager 7 & 9 Ticketing systems

+Active Directory tasks to include but not limited to asset management and file share permissions.

+Beta administrator tasks to include but not limited to account creation, alterations and deletions.

+Assisted end users in Symantec VIP VPN pre-configuration and post configuration. General VPN troubleshooting

+Assistance with virus diagnosis and removal, Aspect/Meridian/Avaya phone systems and IOS, Android, Blackberry mobile devices. Also supported Symantec encryption.

2008 – 2010 HELP DESK ANALYST (BILINGUAL SPANISH) – Solar Turbines

+Knowledge base Maintaining and creating knowledge documentation

+Provided support for Spanish/English incoming calls, directing day-to-day support functions to ensure optimal business operations, resolving priority incidents

+Active Directory tasks to include but not limited to network creation, asset management and file share permissions

+Assist end users in Nortel VPN pre-configuration and post configuration

+Provide hardware support for production workstations and peripherals, Assistance with virus diagnosis and removal, and blackberry mobile devices

+Provide software support for a multitude of Solar Turbines proprietary software application. Services include diagnosing computing problems and configuring/repairing software

2006 – 2008 TECHNOLOGY SUPERVISOR/LEAD IN-STORE TECHNICIAN

Circuit City

+Worked extensively with a wide array of computer issues, both hardware and software related

+Increased my department’s regional ranking from 88 to 1 in the region

+Trained and developed 3 of the top ten performing sales associates in our region

+Coached and trained the top performing Technology Department in PC service sales revenue in San Diego

+Managed employee reviews and appraisals

+Handled all scheduling

2002 – 2006 GEEK SQUAD SENIOR – Best Buy

+Managed and trained 12-15 technicians at any given time.

+Oversaw proper work flow for walk in computer repairs, and for warranty repair for all electronics

+Implemented an effective sales strategy for increasing our company’s market share in services

+Managed employee reviews and appraisals

+Handled all scheduling

EDUCATION

2016 C# PROGRAMMING FOR BEGINNERS – UCSD Extension

+95% upon course completion

2013 CITRIX XENAPP 6.5 ADMINISTRATION COURSE – Layer8 Training, Inc.

1997 PERSONNEL CLERKS COURSE – Personal Administration School (USMC)

1998 HIGH SCHOOL DIPLOMA – Chula Vista Adult School

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