Customer Service Manager
Resume:
Gabriel Santos Sánchez, PMP, ITIL V*, B Sc
**** ** ** *** ** ● Astoria, NY - USA - 11105 ● *******@*******.***, +1-272-***-****
www.linkedin.com/in/gabrielgsantoshttp://www.linkedin.com/in/gabrielgsantos
http://www.linkedin.com/in/gabrielgsantos
PROJECT AND SERVICES MANAGER
COMPUTER SCIENCE ENGINEER ● IT Project Manager ● IT Services Manager● IT Consultant
Accomplished and driven service manager with experience of coordinating operational activities.
A multi-skilled professional with a superb track record of managing complex functional projects in various environments. Able to manage stakeholder expectations and willing to take full responsibility for the delivering of project objectives.
12 years of enterprise-related project management in customer service, marketing and operations for IT management consulting and retailing environments.
Manage projects worth millions of dollars, taking outsourcing solutions across Russia, Europe, United States and Latin America environs; completed the entire project within budget, in time and with minimal deviations from original plan.
Extensive experience working with all aspects of in-house developed systems.
Expertise in full project life cycle development for implementation and integration.
Polished leadership skills, with ability to motivate teams to increase productivity.
Deep understanding of technology with focus on delivering business solutions.
An accomplished Database Designer, Administrator with demonstrated success designing and implementing database solutions that improve business functionality.
Technical Knowledge
Languages: English 10/10, Spanish 10/10, Portuguese 6/10.
Software
Administrative knowledge: Citrix XenDesktop, Citrix XenApp, citrix receive plugin, Microsoft SQL Server management studio 2008R2 and 2012, SQL Windows, MySQL, ITSM Software, IT Service Management, Oracle Enterprise(11g) MS Access, MS Project, MS Visio. MS Office 2013.
Systems: UNIX, Linux, Windows, 2012 Server, Advance server, Mac/OS, IOS, Android, Windows mobile.
Languages: C++, SQL, Visual Basic, PL/SQL, PHP, Java Script, HTML.
Networks: TCP/IP, MQ/Series.
Professional Experience
IT Director
Decowraps
June 2015 – Present 8900 NW 33rd St. Suite 100 Miami, FL 33172 USA
Advising the organization on IT solutions that will best help them grow and perform more efficiently. My work is with the company from beginning to end, outlining the most effective resources and oversee projects through design, development to completion.
Speaking to the management team/clients to find out what they want and to advise them objectively on where IT might make a difference to the business
Planning the stages of the project and how each affects the business
Coordinating the project team
Agreeing costs, timescales and standards to be met and monitoring these throughout the project
Adjusting the plans where needed
Making sure there is a smooth change over from the old system to the new one
Keeping management and clients updated on progress
Evaluation of each project stage and once completed
Spring Mobile Solutions
Services Manager -Project Manager, September 2011 – April 2015 (5 years)
I ensure that the scope goals of customers are being satisfied. My aim is to provide excellent customer service and to promote this idea throughout the organization they work for.
From head office to the front end of the business and in most cases will be:
Managing a team of customer services staff;
Handling face-to-face inquiries from customers.
Providing help and advice to customers using your organization’s products or services;
Communicating courteously with customers by telephone, email, letter and face to face;
Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
Issuing refunds or compensation to customers;
Keeping accurate records of discussions or correspondence with customers;
Analyzing statistics or other data to determine the level of customer service your organization is providing;
Producing written information for customers, often involving use of computer packages/software;
Writing reports analyzing the customer service that your organization provides;
Developing feedback or complaints procedures for customers to use;
Developing customer service procedures, policies and standards for your organization or department;
Meeting with other managers to discuss possible improvements to customer service;
Being involved in staff recruitment and appraisals;
Training staff to deliver a high standard of customer service;
Leading or supervising a team of customer service staff;
Learning about your organization’s products or services and keeping up to date with changes;
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Gauss-Soft
DBA, Database Administrator, September 2008 to September 2011(3 years)
•Database Designing, Creating Databases, and Jobs, Users and Granting & mapping permissions.
•Giving Support to development team for writing Procedures, Views & Triggers.
•Installation and uninstallation of MS SQL Server 2000, 2005 & 2008.
•Installing SQL Server Service packs.
•MS SQL Server installation on Windows 2000, 2003 Server
•Database Migration from SQL 2000 to SQL 2005, SQL 2000 to SQL 2008 and SQL 2005 to SQL 2008.
•Performance Tuning in SQL Server through Server Optimization & Query Optimization.
•Monitoring & Implementing Log shipping.
•Monitoring & Implementing Mirroring.
•Experience of working on Clustered Environment.
•Creating DTS Packages, SSIS Packages & Error Handing.
•Backup and restore of database.
•Establishing and monitoring Replication.
•Monitoring Scheduled Jobs in SQL Server.
•Managing VMware servers.
•Successfully engineered a virtual private network (VPN) solution utilizing windows 2003 advance server.
•Improved inventory control capabilities by developing a comprehensive asset management program.
•Effectively consolidate multi-domain Windows NT network into a single homogenous domain.
Employees Cooperative of Tequendama Hotel Bogota
IT Consultant Engineer, September 2002 to September 2008 (6 years)
Held multifaceted responsibilities to configure, install and administer network infrastructure and telecommunications systems that supported staff of 80 personnel. Established new IT policies which defined acceptable use of IT assets within the company. Fulfilled administrative responsibilities including the addition and changes to user desktop, email and PBX accounts. Installed and configured servers including RAID & 5 arrays in addition to facilitating backup and restoration using NT utility. Configured and monitored status of printers utilizing HP jet admin and EPSON admin in addition to upgrading printer firmware and handling installation of other peripherals. Actively provided desktop configuration and phone support for software and hardware. Carried out full installation of routers and cabling for routers, switches, hubs and workspaces.
Education and Certification
Computer science Bachelor, University of Canterbury UK, 2002.
PMI-Certified Project Management Professional (PMP), 2015.
Online course -Taller de instalación de Redes y configuración de Windows NT server 4.0, 1998.
Online course -Taller de desarrollo de aplicaciones en SQL Windows, 1999.
Online course -Taller Structure Query Language, 2000.
Online course -Taller Visual Studio, 2001.
Online course -Taller Java html, 2002.
Online course -Taller VScript, 2003.
Online course -Taller PHP, MySQL, Apache, Internet Information Server, 2004.
Contact information
Decowraps
Steven Tchira
President8900 NW 33rd St.Suite 100
Miami, FL 33172
Spring Mobile Solutions
Miguel Eduardo Ronderos -Country manager
Carrera 13 # 98-70 oficina 601 Bogotá Colombia
PBX +57-1 4859944
Employees Cooperative of Tequendama Hotel Bogota
Arlenis Morales - Current Manager
Angel Penagos - Former Manager
Carrera 7 # 27-52
Tel: +57-1 2843779
Gauss-Soft
Ana Maria Hurtado Pérez - General Manager
Rafael Botero - Chief developer Officer
Calle 98 9A - 21 Of. 203 Bogota Colombia
PBX: (57-1) 635 4055
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