Manager Customer Service

Experience

**/**** – present PRO Consulting Services Inc

Houston, Texas

Application Support Specialist

Responsible for report generation and maintenance using Excel/VBA, data processing, client account placement and maintenance, basic programming. Technical and administrative support for operating systems and software application. Conducting and reporting results of the internal Information Security Management System.

11/2007 - 10/2008 IntelliTax / Orrtax Software Solutions

Houston, Texas

Customer Support Representative (Support Analyst / Tier II)

Over the phone training, support and assistance on the usage and

installation of proprietary tax preparation software application.

as a member of the Tier II team, advanced support on the

installation and troubleshooting on a more complex network

environment, as well as troubleshooting and exporting data from

the SQL database used by the software application.

05/2004 - 11/2007 Freelance Consultant

Services offered to small/home businesses, troubleshooting

hardware and software, hardware/software installation and

upgrades, training in computer applications, research, analysis

and development of small applications solutions. Some examples:

05/2004 - 06/2004, 10/2004 - 02/2005, 04/2005 - 05/2005

01/2006 - 02/2006, 08/2006 - 09/2006, 03/2007 - 04/2007

Aziz Jewelers Wholesale

El Paso, Texas

Development of Point of Sale small application in FoxPro,

computer procedures for clerical functions, upgrades of computer

equipment, digital imaging.

07/2004 - 09/2004

Speedee Prints

Charlotte, North Carolina

Training in computer applications, stationary and labels design,

upgrade from modem to DSL internet connection.

05/2005 - 12/2005

Internacional de Cajas, SA de CV

Monterrey, NL MX

Project for administrative package synchronization between main

office in Mexico with the 3 satellites offices in the US

(Houston, Dallas and San Antonio TX), Customer Service support

and sales for three months in the Houston office.

07/99 to 04/2004 UPS Supply Chain Solutions, Inc.

El Paso, Texas

• User Support Group - Borderwide (since 01/00)

Troubleshooting and testing of computer in-house application,

research and analysis for application enhancement and

upgrading, communications liaison between users (Operations) and

IT (HelpDesk/Software Developers) department, EDI liaison for the Southern border accounts, technical documentation writing and reviewal.

• Delphi Team (07/99 to 12/99)

Border Cargo Selectivity reporting to US Customs of Delphi

shipments, monitoring of shipments once that they got into

US Customs facilities, minor clerical tasks like:

generating reports from computer application, filing and archiving.

05/98 to 02/99 El Paso Los Angeles Limousine Express

El Paso, Texas

Computer Technician / General Manager’s Assistant

Primary Duties:

Troubleshooting hardware (printers, monitors, communication between computers), troubleshooting programs in Basic, implementing and upgrading macros in Lotus 1-2-3 worksheets, clerical tasks assigned by the Company’s

General Manager (asking for quotes, arranging meetings, etc.)

10/94 to 01/97 Desarrollo y Control, S.A. de C.V.

Monterrey, NL, Mexico

Software support / Trainer

Primary Duties:

Customer training in the use and implementation of a

business software application, consulting in hardware and

software acquisition, minor hardware upgrading and installing.

01/88 to 10/94 Internacional de Cajas, S.A. de C.V.

Monterrey, NL, Mexico

Data Systems Manager ; Administrative Assistant

Primary Duties:

Implementation of a Local Area Network, system analyst and programmer, bookkeeping, implementation of a business application, payroll, inventory control, supervising personnel, accounts receivable and payable, administration of the information flow between office personnel and the owner.

Education

01/98 to 01/99 El Paso Community College

El Paso, Texas

Business Administration

08/86 to 05/90 Universidad Autonoma de Nuevo Leon

Facultad de Ciencias Fisico-Matematicas

Monterrey, NL, Mexico

Licenciado en Ciencias Computacionales

(US equivalency Bachelor of Science in Computer Science,

by comparison of courses listed by UTEP)

Special Skills Fluent in Spanish

Administrative knowledge

Good communications skills

Computer knowledge MS-DOS and Windows environments

Novell Netware

Programming languages: Basic, Pascal, VBScript, C, Python, Perl

Relational Databases design and programming:

FoxPro, dBase, Access, SQL

Spreadsheets: Lotus 1-2-3, Quattro, Excel

Communications : File transfers (FTP), e-mail

HTML, JavaScript, AutoHotkeys, scripting languages

Hardware installing/removal

References Available upon request.

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