Customer Service Project Manager

Juan Israel Ortiz

**** **** **** ** *****, Wichita, KS 67204

316-***-**** 787-***-****; ***************@*****.***

PROFESSIONAL SUMMARY

Bilingual-Fluent in English & Spanish • Strong Problem Solving, Decision-making & Leadership skills • Team Oriented Excellent Customer Service & Interpersonal skills • Self-motivated • Hard-worker • Dependable • Energetic • Focused Organized • Resourceful • Detail-oriented • Able to perform multiple tasks, work well under pressure and handle fast pace

TECHNICAL SKILLS

45 WPM Data entry; IT Professional with over 25 years of solid experience in computer hardware, software and operating systems, with outstanding analysis and integration capabilities. Knowledge of MS Office (Word, Excel, PowerPoint, Outlook & Publisher); MS Works; UNIX SV Rel4, Microsoft Windows (NT 4.0, 2000, XP, Win 7 and Win 10)

WORK EXPERIENCE

SCI-Dignity Memorial (formerly Simplicity Plan) 3/2011 - 10/2016 Bayamón, Puerto Rico

Family Service Counselor

As Counselor I provided families with guidance and assistance in acquiring pre-arranged and at-need funeral services as well as cemetery properties. Rapidly became one of the top performers within the company. Acquired excellent knowledge of the business and really enhanced customer service skills. Performed other duties such as training, payment receiving and created and maintained a PowerPoint presentation.

Computer Repair and Consulting 1/1990 – Present Bayamón, Puerto Rico

System Consultant

As a Systems Consultant, performs network and hardware recommendations. As technician performs repair for all type of computers. Fix virus contamination and software updates. Performed any type of computer upgrade or modification.

Compucom (formerly Getronics) 9/1997 – 4/2011 San Juan, Puerto Rico

Network Administrator

Installing, maintaining, repairing & upgrading network/computer systems. Performed daily and monthly backups for the UNIX and Windows NT servers. Executed, tested & certified UNIX scripting transactions scenarios. Provided remote connectivity support as well as maintained documentation, logs and supportive documents. Kept all software updated and maintained anti-virus definition files. Also troubleshooting servers and computers as needed.

Software Engineer and Help Desk Support

Worked on software development for various customers in USA, Puerto Rico and Mexico. Assisted in documents development for Banco Popular, delivered a zero defects software. Responsible for the setup, configuration, testing, training, documentation, and software implementation of the customer’s software/applications. Provided technical support via telephone to customers and Customer Service personnel in Puerto Rico and Mexico. Provided hardware and software training classes, created manual of procedures.

Quality Assurance Engineer

Evaluated and tested new or modified software according to customer’s functional specifications. Worked with the customer creating test documents and customizing reports as required. Provided training and procedures guidelines for Quality Assurance team.

Project Manager/Administrator

Managed Business Portfolio for two leading clients in Puerto Rico. Conducted weekly follow up meetings with customers and stakeholders, presenting project status updates in monthly steering committee, managed the development, implementation, installation, and operation of information and functional systems for the organization.

EDUCATION

InterAmerican University of Puerto Rico, Rio Piedras Campus 1985

Bachelor Degree in Business Administration – Major in Management

NRI Schools, Washington, District of Columbia, USA 2001

Computer Programming

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