Customer Service Technical Support

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Aristides Villalona

Technical Support/Help Desk Professional

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

Summary

Offer over 8 years of experience in consulting, analyzing, and operating, help desk support systems, worldwide. Own a solid reputation for productivity, complex problem resolution, and professionalism. Serve as primary contact and liaison between management, sales personnel, clients and vendors. Experienced Salesforce professional. Proactive self-starter, known to initiate process and system improvements in order to increase system stability and staff productivity. Ability to oversee multiple, multi-million dollar projects, simultaneously.

Experience

Technical Support Representative-US at CEB

August 2014 - Present (2 years 7 months)

• Manage, oversee, and trouble-shoot issues that arise in multiple hiring software platforms

• Diagnose and find resolutions using help desk management system

• Interact with internal and external clients to ensure continuous good service, while providing timely support

• Assist in developing precise documentation in order to build best practice guidelines in Salesforce

• Provide after-hours support with other consultants

• Liaison between product support and host client

• Manage multiple customer emails and phone calls simultaneously

• Responsible for responding to customer emails in regards to troubleshooting issues and finding resolutions with documented procedures

Customer Support Analyst at Promethean

August 2011 - July 2014 (3 years)

• Managed and created a database metric system to track trouble-shooting

• Proactively identified potential areas for wide system outage and initiated analysis and resolution

• Technical Advisor who provided expert guidance to Help Desk staff

• Provided after hours support for Network, Help Desk, and Client/Server errors

• Managed database for all repairs and service requests Page2

• Launched all new and existing projectors

• Served as primary contact for technicians at job sites

• Monitored all master hardware and performance consoles. Medical Records Consultant at Unum

January 2010 - May 2011 (1 year 5 months)

• Managed a wide variety of inquiries including credit checks, problem-solving issues, and sales offering fee based products.

• Earned solid reputation for resolving complex issues and providing exceptional customer service

• Met challenging timeline and quality objectives by accurately administering client database for client needs

• Escalated issues as needed and maintained communication with customer and Technical teams

• Leveraged extensive experience in multiple operating environment including mainframe connectivity and security

• Entered records into data base system

IT Consultant at MK Investment Services Ltd.

July 2007 - December 2009 (2 years 6 months)

• Solved issues with PC clients, Server hardware/software, mainframe and MK online products

• Maintained all regional sales goals and administered

• Analyzed customer data and target markets in a geographical region

• Launched user feedback survey based on input from Help Desk Institute to gauge customer satisfaction and support Continuous Improvement

• Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail

• Worked independently on Sundays providing sole support for international operations

• Initiated Shift Turnover report to continue customer communications for unresolved issues Languages

Spanish (Native or bilingual proficiency)

English (Full professional proficiency)

Skills & Expertise

Highly trained in tech support, trouble-shooting,

and customer service

Proficient in Netscape, VPN, Windows, Microsoft

and more- All levels

Experienced in Salesforce & KPI form

measurements

Bilingual in English and Spanish

Educational Technology

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Staff Development

E-Learning

Instructional Design

Technology Integration

Curriculum Design

Teaching

Curriculum Development

Customer Service

Training

Teacher Training

Instructional Technology

Troubleshooting

Technical Support

Analysis

Microsoft Office

Leadership

Management

Salesforce.com

Strategic Planning

Education

DeVry University

Bachelor’s Degree, Computer and Information Systems Security/Information Assurance, 2016 - 2020 Ooltewah High School

High School, 2002 - 2005

Interests

IT/Help Desk, Technical Support

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Aristides Villalona

Technical Support/Help Desk Professional

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

Contact Aristides on LinkedIn

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