Customer Service, IT Specialist, Helpdesk, Transcriptionist
Resume:
DANIEL COLÓN
San Antonio, TX 78254
************@*****.***
SUMMARY
Information Technology (IT) position with an emphasis on helpdesk or customer support and customer IT training; special interests include software install and troubleshooting, small computer repair, enterprise information management, web design and support, data collaboration and customer IT training.. EXPERIENCE
ALERE, San Antonio, TX Oct 2013 - Jan 2014
Health Assistant
Support Nurse 24 operations by answering and resolving non health related inbound calls.
Supports Nurse24 operations by supporting Nurse 24 Triage nurses as required
First line customer service phone contact for N24 calls
Routes call by transferring members to the correct Alere department, including Disease Management, Device Management, Enrollment Dept, Case Management, External Service Desk.
Make outbound N24 customer service follow up calls
Transfer members to their insurance customer service representatives
Answer questions and promotes the Alere Condition Management Programs
Transfer members with triage and health related questions to the N24 clinical team
Interacts, communicates and collaborates with the N24 nurses to identify or resolve patient issues
Participates in Quality Improvement Program
Functions with team members to meet or exceed customer service and productivity requirements CITIBANK, San Antonio, TX Oct 2012 - Jul 2013
Helpdesk Analyst
Responsible for support of branch hardware, network, and software, with an emphasis on hardware utilizing customer service via phone support skills.
Identify, analyze, and resolve complex problems and situations.
Advise management of critical needs, progress, and results in a timely manner.
Diagnose the cause of the problems, resolve those problems under Citi jurisdiction, and refer other problems to the proper organization for resolution.
Maintain ownership of all problems, escalating problems as necessary.
Utilize all available tools to determine, diagnose, and resolve problems.
Develop proactive problem determination, diagnosis, and resolution.
Log branch problems in the Trouble Management System.
Effectively communicate with coworkers, management, and other internal and external groups to identify and resolve issues affecting branch service
Demonstrate ability to quickly and efficiently analyze and resolve a combination of voice, data, and network problems experienced by end-users.
DANIEL COLÓN
11011 Barclay Point
San Antonio, TX 78254
************@*****.***
MINNESOTA AIR NATIONAL GUARD, St Paul, MN Dec 2000 - June 2010 Information Resource Specialist / IT Specialist
Responsible for management, organization, direction, control, and customer education of all actions associated with the collection, creation, use, and dissemination of official information and related records. This also entails conversion from physical documents to electronic to include security methods to ensure protection of vital records.
Trained over 20 Knowledge Operations Managers which involves annual classroom instruction and additional training as needed with IT upgrades.
Level II Helpdesk Technician with the Network Control Center, responsible for small computer hardware and software issues, to include initializing trouble (helpdesk) tickets, onsite response and tracking issues from open to close. I am also the Client Support Administrator (CSA) Lead for the base, responsible for updating over 30 CSAs on unique issues, providing CSA initial and upgrade training and maintaining and updating CSA manuals.
Web Master responsible for all EIM (Enterprise Information Management) collaboration tools to include SharePoint and Portal sites. Trained Content Publishers for sub-level sites, and users for general operation of all sites.
DRUG ENFORCEMENT ADMINISTRATION, El Paso Intelligence Center, El Paso, TX Nov 1992 - Jan 2000 Intelligence Information Development Specialist / Investigative Assistant
Spanish Linguist, Cryptologic Specialist and Intelligence Analyst - collected, processed, translated, analyzed and reported foreign Spanish communications by means of automated communications and processing equipment to higher lever headquarters.
Trained foreign Counter Narcotics agencies in their host countries on related communications intercept methodologies.
Maintained database files containing vital background narcotics related intelligence data, and developed various programs to perform simplified input, maintenance and query of database information.
Participated in multi-agency anti-narcotics analyst conferences to brief on current events. WEST TELESERVICES, San Antonio, TX Jan 1992 - Jul 1992 Applications Specialist
Modify computer applications and Q&A terminology utilized by telemarketers. UNITED STATES AIR FORCE Nov 1979 - Nov 1991
Cryptologic Spanish Linguist / Intelligence Analyst Collected, processed, translated, analyzed and reported foreign Spanish communications by means of automated communications and processing equipment to higher lever headquarters. ADDITIONAL SKILLS
Department of Defense Secret security clearance (Expires April 2015) DANIEL COLÓN
11011 Barclay Point
San Antonio, TX 78254
************@*****.***
TRAINING
SharePoint Services (2007) Nov 2009 New Horizons, Eden Prairie, MN SharePoint Services (2007) Jun 2009 IT E-Learning
Windows Vista Troubleshooting Sep 2008 New Horizons, Eden Prairie, MN Air Force Portal Content Publisher Jun 2007 Air National Guard Information Management May 2006 Keesler Air Force Base, Biloxi, MN Advanced Network Concepts Jan 2004 Keesler Air Force Base, Biloxi, MN Network Concepts Oct 2002 Keesler Air Force Base, Biloxi, MN Network Security Mar 2001 Keesler Air Force Base, Biloxi, MN UNIX Intermediate Course Mar 1991 National Cryptologic School/NSA Leadership & Management Sep 1988 Goodfellow AFB, San Angelo, TX World Affairs, Communicative Skills Oct 1988 Goodfellow AFB, San Angelo, TX Basic Spanish Language Apr 1983 National Cryptologic School/NSA Intermediate Transcription Fort George G. Meade, MD Radio Propagation Jul 1981 National Cryptologic School/NSA Fort George G. Meade, MD
Cryptologic Linguist Radio Apr 1981 USAF Technical Training School Communications Analysis Goodfellow AFB, San Angelo, TX Basic Serbo-Croatian Jun 1980 Defense Language Institute Language Course Presidio of Monterey, CA
Language Structure Analysis Mar 1980 Defense Language Institute
(English) Lackland AFB, San Antonio, TX
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