MICHAEL BETANCOURT

* **** **** · Oak Ridge, NJ **438 · 305-***-**** · ad3ia7@r.postjobfree.com

Productive and service-oriented professional with over 10 years of IT experience in relaying detailed and accurate hardware and software support information to potential clients. Strong interpersonal and organizational skills with the capability to lead and train teams.

EXPERIENCE

Stay at Home Parent and Homeschool Teacher (6/2020-Present)

●Provided childcare to my children including maintaining a schedule, feeding, and homeschool education. Developed curriculum involving a child-paced development structure, including out-of-the-home extracurricular activities and social interactions. Led various co-op activities for other homeschooled children.

●Maintained our home infrastructure and budget. Managed and completed home renovations and repairs within budget structures and coordinated around childcare and homeschooling schedules.

Volvo Cars USA, Mahwah, NJ - Dealer Support Tier 2 Support Team Lead (9/2017-1/2022)

●Provided tech support for all dealerships in North and Central America. Utilized bilingual skills for troubleshooting and correcting technological issues for all dealerships in the region.

●Led the development of the Dealer Support Team for the Volvo Cars corporate office and Volvo dealerships in North and Central America. Ran weekly updates on system attachment rates and usage. Developing new programs and guidelines for newly launched software and maintenance of legacy software.

●Consulted on the development and revamping of software used for diagnostics of Volvo and Polestar platforms. Providing dealership and support team feedback resulting in the development of new diagnostic and dealership software.

Alorica, Lafayette, IN - Customer Service Support Representative (9/2016-6/2017)

●Managed over 150 calls a day, providing technical support for Vizio products including their TV and soundbar options. Communicated with customers on troubleshooting and correcting technical issues with Vizio products.

●Streamlined training and onboarding of new employees by enhancing the current training protocols to be customized to each new employee’s experience.

●Settled escalated customer disputes for lower tier colleagues and new employees. Providing trainees an example and guidelines for enhancing their skills. Each experience was explained and followed by a shadowed interaction to ensure quality assurance and customer satisfaction.

USIC, Lafayette, IN - Locating Technician (7/2015-9/2016)

●Timely and accurately located/marked/notated buried gas, electric, and cable lines with the aid of utility guide maps allowing accurate line location.

●Developed a relationship with contractors and businesses to ensure utility markings were kept up to date when the builder would be working in the areas, resulting in timely management of caseload.

●Trained new hires on effective use of equipment and the day-to-day locating. Provided blueprints for procedures to efficiently map out routes ensuring safe and timely completion of work.

Home Depot, Lafayette, IN - Flooring Sales Specialist (1/2015-7/2015)

●Coordinated the sales of flooring and home repair items for both DIY Projects as well as contracting firms. Resulting in enhanced relationships growing our sales and customer retention.

●Led monthly tiling and flooring workshops. Developed a curriculum and planned the project that was showcased every month increasing customer interaction resulting in consistent sales to more than 60% of the class attendees.

USIC, Lafayette, IN - Locating Technician (4/2014-11/2014)

●Timely and accurately located/marked/notated buried gas, electric, and cable lines with the aid of utility guide maps allowing accurate line location.

●Developed a relationship with contractors and businesses to ensure utility markings were kept up to date when the builder would be working in the areas, resulting in timely management of caseload.

●Trained new hires on effective use of equipment and the day-to-day locating. Provided blueprints for procedures to efficiently map out routes ensuring safe and timely completion of work.

Synergy One Locating, Lafayette, IN - Locating Technician (8/2013-4/2014)

●Timely and accurately located/marked/notated buried phone lines with the aid of utility guide maps allowing accurate line location.

●Developed a relationship with contractors and businesses to ensure utility markings were kept up to date when the builder would be working in the areas, resulting in timely management of caseload.

Alorica, Lafayette, IN - Customer Service Support Representative (10/2012-8/2013)

●Managed over 150 calls a day, providing technical support for fiber optic and copper based phone and internet lines. Alleviating customer issues and ensuring timely service and support.

●Assisted in consumer based sales and support in an effort to give the customer the best possible experience for their products. Culminating in savings for the customer by finding options that better fit their needs and enable them to have a more personalized product.

●Settled escalated customer disputes for lower tier colleagues and new employees.

Walt Disney World, Lake Buena Vista, FL - Main Street Operations (8/2010 - 6/2012)

●Coordinated parade routes up to seven times per day. Responsibilities included crowd control for thousands of viewers daily to ensure guests enjoyed a positive experience while safety of guests and staff was not compromised. Results included zero major incidents reported during tenure with Walt Disney World while performing this activity.

●First responder to situations where safety of guests and staff may be compromised. Responsibilities included delivering first aid, reuniting lost family members, performing crowd control, and calling emergency services should the situation arise.

●Utilized problem solving and communication skills to effectively and quickly understand issues and communicate problems and possible solutions to appropriate departments. For example, during a severe thunderstorm provided guests with safe locations to enjoy the resort while waiting for severe weather to pass. Maintained guest satisfaction and safety simultaneously.

Boston Scientific Corporation, Miami, FL - Machine Operator & Trainer (05/2006 - 01/2010)

●Executed daily committed build plan as a machine operator to meet production demands without sacrificing patient safety or quality. Responsible for following written procedures and policies. Provided core team (Supervisor, Engineer & Technician) with recommendations for improvement as part of LEAN implementation and corrective and preventive actions.

●Performed routine maintenance tasks that included machine setup, adjustment and fluid replacement to ensure all machines were performing at optimum quality and capacity. Results include reduction in machine downtime by 15% due to improvements in machine setup process.

●Delivered on-the-job training to new employees to ensure they understand manufacturing procedures and technique to deliver high quality medical devices to customers. Documented training according to all regulations and standards including FDA 21CFR820 and ISO 13485.

Freelance IT Admin, Miami, FL - PC Technician and IT Support (05/2003 - 01/2012)

●Designed and built custom PCs and networking setups based on the customer's needs and use case. Upsold on options and equipment that would enhance the user's experience.

●Performed routine maintenance tasks that included hardware replacement and refurbishment, software updates, and OS registry cleanings.

●Performed remote maintenance and Network Admin roles over customer PCs and Networks.

LANGUAGES

English · Spanish

EDUCATION

Miami Dade College, Miami FL

Criminal Justice Admin - May 2008

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