Customer Service Project Manager

Hector K Parada

Irving, TX *****

Phone: 214-***-**** Email: *********@*****.***

Education

University of Texas at Arlington Class of 2016

Bachelors of Science - Social Science, Humanities, Business Management North Lake Community College Class of 2012

Associates in Liberal Arts - Psychology

Psi Beta

Summary

Management and logistics, 1yr.

IT Routing & Switching, Firewalls KPI 1 yr.

Customer service experience, 3 yr.

Security experience, 2 yr.

On boarding, fingerprinting, clerical experience, 2 yrs. Work Experience

Firemon, Bilingual Customer Support Engineer March 2016-Present

KPI analysis on Firewalls.

Resolve software technical issues for end users and reproduce in lab environment.

Analyze log files and other supplemental data in VMs.

Escalate application issues to development team when necessary.

Serve as primary point of contact for customers during the issue lifecycle.

Create and update knowledge base articles.

Citigroup, April 2014-October 2015

Global Command Center Network Engineer

Administer labor.

Supporting medium to large-scale international multi-vendor network.

Create and update documentation on servers.

Participate in on-call rotation.

Troubleshoot network issues and configure via CLI. CSIS Supervisor

Maintain scheduling and training of up to 10 employees at site, including shift supervisors.

Make recommendations for positive and negative personnel actions for those under my direct supervision.

Ensure quality of service and contract compliance by regularly inspecting security personnel assigned to my site.

Prepare incident reports. Submit monthly value risk return reports.

Inspected and tested equipment and systems in order to insure proper functioning. On Boarding

Conduct livescan and ink and roll fingerprinting of new employees to submit to FBI.

Create, program, add, remove, and terminate access to badges and program iris scans for secured areas.

Run activity and termination weekly and monthly reports of multiple Citigroup cites.

Place work orders for Citigroup locations and bank branches. Personal Skills

Management, Windows proficiency, Cisco Training, Linus.

Report management.

Fluent in Spanish.

Professional References

Jorge Aguero - Project Manager 469-***-****

Israel Olivares - Former Overseer 214-***-****

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