Command Center Analyst / IT Technician

Jonathan Narváez

**** ******** ***, *** ****

Houston, Texas, 77042

Phone#: 407-***-****

***********@*****.***

SKILLS/ABILITIES

Fully bilingual: English & Spanish

Experience in desktop maintenance, workstation setup, computer imaging, hardware replacement

Experience with IEX, Linkvision & CMS. Utilizing intraday views, comparing forecasted volume, handle time, and additional metrics against day-of values. Real-time staff monitoring.

Extensive front-line customer service & contact center experience.

WORK HISTORY

Optum

Workforce Command Center Analyst from July 14, 2014 – January 13, 2017

Develop and document process workflows, business and IT documentation and procedures.

Utilize IEX, CMS and Linkvision to monitor intraday performance for multiple businesses.

Make continued recommendations on efficiently utilizing or reducing staff when over-performing, or recovering key metrics when in a state of under-performance.

Produce bi-hourly communications regarding business performance and create visibility regarding performance outcomes to high-level partners.

Utilize Aspect Producer to update and maintain multi-business canvas showing real-time call volume, key metrics, service level and available staffing.

Acted as an additional point of contact in skilling adjustments by utilizing Aspect Agent Administrator.

Experience in utilizing ServiceNow ticketing system to enter ticket requests as well as looking up existing tickets to provide status updates as information look-up.

Partner with operations, team leads & managers to implement new process/procedures via official documentation outlining expected business operations on a day-to-day and emergency level while also reducing the level of variation in outcomes.

Walgreens

Systems Technician from December 02, 2013 – May 31, 2014

Maintained computer hardware, facility downtime logs, and assigned tasks while maintaining a sense of urgency in order to meet daily shipment deadlines.

Monitored dashboards and supported in-house systems and equipment.

Used ticketing system to prioritize, handle, and complete available workload.

Configured employee workstations for relocated or newly-hired staff.

Utilized Norton Ghost for preparation of repurposed desktops.

Pharmacy Technician from January 04, 2010 – November 29, 2013

Entered and reviewed patient prescription information in a timely, efficient and error-free manner.

Received inbound calls and provided customer service to patients and medical staff for medication and refill status, inventory and price checks.

Partnered with insurance companies and used problem-solving abilities and acquired experience to successfully resolve disputes in insurance claims.

Interamerican University of Puerto Rico

IT Assistant from January 2008 - May 2008 (Seasonal)

Provided phone and front-facing support for students and faculty members while troubleshooting general hardware & software issues.

Installed and updated software and operating system updates for new desktops.

EDUCATION

Interamerican University of Puerto Rico

Bachelor of Science in Computer Science (Cum Laude Honors on June 2009)

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