Customer Service Technical Support

JOE ORIGINALES

Mobile# 915-***-****

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

https://www.linkedin.com/in/joeoriginales

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**/**** – 092/2024

Hardware Tech - Network Administrator, Diesel Tek (Freelance / Contractor)

Lead the installation, configuration, and maintenance of network hardware and software components for a diverse client base. Leveraged diagnostic tools and industry best practices to troubleshoot and resolve network issues effectively. Ensured the security and performance of the different client networks by establishing and overseeing policies and protocols. Offered technical support and guidance on hardware and network-related matters to users and colleagues, both in-person, via remote access, Zoom and Teams video conferencing software.

12/2022 – 03/2023

CVS Specialty Pharmacy Service Agent, Teleperformance

Manage incoming calls from existing and potential CVS Specialty members seeking to order their medications. Input new or updated insurance and copay program information into the SPRX internal coding/billing system. Execute, reverse, and process claims for payment. Consult with various internal departments, insurance companies, and copay assistance programs to confirm coverage, payment, and medication delivery to patients.

11/2021 – 04/2022

Tax Preparer III, Jackson Hewitt Tax Services

Responsible for the preparation of individual, partnership, and LLC income tax returns. Conduct client interviews and gather tax information. Address technical inquiries from clients. Ensure the accuracy and completeness of returns. Review and approve returns prepared by staff. Stay updated on new tax issues and general business trends impacting our clients. Manage due dates and deadlines, mentor, and support staff for their professional growth within the firm, while fostering relationships with new and existing clients.

I have 9 years of experience processing personal taxes (freelance work from 2014 to 2022).

09/2020 – 12/2020

Seller Support Associate Sr., Amazon (1099 contract)

Serves as the main point of contact between Amazon and our business partners. Accountable for delivering prompt and precise operational support to Merchants who sell on the Amazon platform. Functions as the key liaison between Amazon and our third-party sellers, offering phone and/or email assistance in accordance with internal service level agreements. Accountable for delivering prompt and precise operational support to third-party Sellers on the Amazon platform. Tasked with addressing persistent system issues, suggesting process enhancements, and creating internal documentation.

10/2005 – 09/2009

Caseworker III, Texas Children’s Medicaid

Assist Texans in accessing services such as food, medical care, cash assistance, and other social services by functioning as a senior-level analyst for eligibility determination for social service programs. Conduct thorough reviews and analyses of cases to identify potential fraud before certification. Under managerial guidance, ensure compliance with public assistance laws and regulations in case reviews. Implement regulations and procedures to accurately determine eligibility for public assistance programs. Evaluate, document findings, summarize, and prepare detailed case reports. Gather information and maintain records for referral to analysts for hearings, appeals, and client complaint resolution. Review suspected fraud cases, identify potential witnesses and clients, and make collateral calls to verify recipient case information. Utilize multiple agency, state, and federal databases to review and analyze documents and reports, collect data, and determine or verify eligibility for new and ongoing program participation. Coordinate eligibility case reviews, verify information with clients, collateral sources, residential facilities, and employers. Verify case data and resolve issues and complaints. Monitor and communicate case status and changes to clients or authorized representatives.

November 2023 – February 2024

University of Michigan

User Experience Research and Design Specialization

September 2023 – January 2024

Coursera

Google UX/UI Design Professional Certification

Skills & Training: Figma, Adobe Illustrator, Photoshop, User Interface (UI), User Experience (UX), User Experience Design (UXD), Mockup, Excel Spreadsheets, Data Visualization, API’s, Web Services, Skilled Presentation, Decision-Making, Problem Solving, Slack, Google Workspace, Zendesk

October 2023 (continuous education)

Hype4.academy

Advanced UX/UI Design courses

June 2009 - May 2012

The University of Texas at El Paso

Bachelor of Science in Business Administration, major in Marketing

January 2000 - January 2001

Border Institute of Technology

Network Administration/ Web Design Certifications

IEEE Certifications: Network Administration; Graphic Illustration (Adobe Illustrator, CorelDraw,

Photoshop, Adobe InDesign, Flash MX)

IEEE Certifications in Network Administration: CCNA, A+

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