Information Technology System

Felix R. Santana

**** **** **** ***** *******, Illinois 60629

312-***-**** *******.*****@****.***

SUMMARY

Candidate with experience in the Technology Industry seeking a full-time position in the Administration/Customer Services/Information Technology Field. Proficient in Windows Servers, AS400 Server, Windows 7, Vista, Windows XP, MS DOS and Microsoft Suites. Proficient in the installation Networking to hubs configuration and testing. Skilled at trouble shooting, configuration, diagnosis and general computer maintenance. EDUCATION

Computer Learning Center, Chicago, IL - Certificate in Office Information System Richard J. Daley City College, Chicago, IL - General Courses in Business Administration; Computer Programming; and Administration and Information System

Tilden High School, Chicago, Illinois – Received Diploma WORK EXPERIENCE

American Airlines, O’Hare, Chicago, Illinois 11/2013- Present Passenger Service Representative/Ticket Agent

POSITION PURPOSE:

Provides passenger assistance at the ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

- Assists passengers with check-in procedures, including tagging baggage and issuing boarding passes

- Sells tickets, processes ticket changes, creates and books reservations.

- Ensures FAA, Company and airport regulations are followed.

- Enforces safety/security measures and protects sensitive zones.

- Facilitates the passenger boarding process.

- As directed, implements standard procedures during overbooked, irregular flights and denied boarding situations. Solicits volunteers to free up seats, re-accommodates passengers by booking alternative flights and provides travel vouchers.

- Logs in tickets and completes sales reports

- Performs other related duties as required.

Nina’s Enterprise, Chicago, Illinois 06/2010 - 09/2013 Administrative Assistant/Supervisor

Scheduled, Coordinated and Supervised; and Verified that all department were operating and running in-line with defined goal performance levels on a daily basis

Enhanced customer service by ensuring that customers’ orders were completed in a timely manner to ensure safety and to meet clients’ expectations

Built team relationships by working with teams members in other departments to ensure work or projects were completed based on time-lines and objectives

First Transit of America, Glenview, Illinois 04/2006 - 02/2010 Call-Taker/Dispatcher

Improved quality of customer service by ensuring reservations were completed on-time and customers were satisfied with service

Monitored all bus routes and schedules; dispatched buses and provided timely information to drivers

Received all scheduling and driver concerns and reported information to Project Manager

Provided workable solutions to drop-off, pick-up and no-show issues Meilca International LTD, Chicago, Illinois 01/2003 - 02/2006 Network Administrator

Responded to user request and inquiries for all technical problems

Provided software support and performed day-to-day PC and server upkeep and network maintenance for Windows 2000/2003 server

Verified installation and configuration of software, optimizing for individual system configuration

Diagnosed and troubleshoot for problems, resolved as needed Action for Children, Chicago, Illinois 02/1995 - 12/2002 Family Resource Support Specialist

Approved and entered all IDHS childcare certificates in the Child Care Tracking System, while maintaining all applicable department databases. Identified discrepancies and payment issues in according with the IDHS procedure manual and made adjustments when necessary

Maintained records/databases pertaining to W9s/CANTS forms and then ran reports as needed; ensured that appropriate actions taken with providers who do/do not meet qualification set by IDHS

Processed monthly IDHS and internal reports and ensured reports met quality control standards

Created, maintained and retrieved alphabetical case files for providers

Ensured Privacy Act was followed by making sure customers’ demographics were protected

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