Name: José Juan Favela Avila

Date of Birth: **-**-1989

Mobile: +521 656-***-****

E-mail: ada8nx@r.postjobfree.com

Objective

Seeking a position to use my skills and abilities that I know to help the company and involve in an atmosphere that offers me professional growth while being resourceful, innovative and flexible.

Profile

Focused and patient on the things that I work on.

Team work.

Self-confidence

Environmental fit

Well-rounded background in call center operations and handling issues.

Excellent typing skills.

Professional phone manner.

Excellent (written and spoken) communication skills.

Education

Studied at Independence High School, Phoenix AZ. 2004 - 2006

Graduated from Roswell High, Roswell NM. 2006 - 2008

Instituto Tecnológico De Cd. Juárez 2008 - 2011

Universidad Tecnológica De Cd. Juárez (Technician) 2012 - 2015

Universidad Tecnológica De Cd. Juárez (Engineer ) 2015 - 2016

Employment

Cordis Cardinal Health 2016 - Present

Duties: Sr. Analyst, Service now solving tickets with incidents where users requested help, provide support physically and remotely, quote hardware and software. Maintenance and repair hardware as printers, computers, monitors. Coordinate activities of external contractors completing installation. Identify improvement opportunities. Support and align efforts to meet customer and business needs. Create accounts and do all configuration from scratch. Netbackup monitoring and configuration. UPS installations.Sharepoints. VoIP phones.

IT supports:

Helpdesk support local and remote (Mexico DF,Brazil,Colombia,Tijuana,Costa Rica)

Call Handling

Managing Incidents

Desktop Hardware

Problem Solving

Provider Relationship

Contact Centers

Printer Maintenance (Zebra, Printronix, Compuprint/IBM 4247, Lexmark, HP)

Heritage Interactive of Mexico 2013-2016

Duties: Provide support to Account Managers in the United States:

Process and index invoices.

Analyze client’s information (prices, service description, manifest, service dates, etc.)

Solve any issues with invoices.

Follow up on invoices.

Communicate with the accounts administrators or program managers.

IT supports:

Corrective and preventive maintenance

Monitoring and maintaining computers systems and network

Installing and configuring computer hardware operating systems and applications

Help desk

Technical and troubleshooting assistance

CCTV

Control Access (HID)

Global Workforce Analyst at ACS (Verizon) 2011-2013

Duties: Monitor and drive performance on the sites for Verizon which includes:

Real Time

oSystem issues

oFire drills

Schedules

Reporting

Conference call with the client

Inbound calls

Customer Services Rep. at ACS (SunTrust Mortgage) 2008--2011

Duties: Answer all customer concerns regarding their mortgage loans which include monthly payments, taxes and insurance and any issues on the account.

Listen and respond to customer’s needs and concerns

Provide information about their mortgage.

Take payments and determine charges.

Research answers or solutions as needed.

Computer Programming Skills

Programming Language:

C++

HTML5

CSS

Java

C Sharp (C#)

Office Package:

MS Office (Outlook, Word, Excel, etc.)

Thunderbird

Webmin

SQL Server

Operating Systems:

Windows 98

Windows XP

Windows Vista

Windows 8

Windows 10

Linux Ubuntu

Monitoring Software:

IEX Total View Workforce

EA (Enterprise Administrator)

PRISM (Performance Data)

Avaya CMS

Network System:

Packet Tracer

GNS3

Virtual Box

VMWare

Configure Switches and Routers Cisco

LAN, VLAN & WAN

Windows Server 2008, 2012

Ubuntu Server

Arduino (Uno, Mega, Ethernet)

VoIP

Telecommunications room

CCTV

MIT app inventor 2 (cell phone apps)

VPN Cisco

Dame ware

Tech Support/ Troubleshooting:

Computer programming

Hardware

Software

Data bases SQL

Maintenance

Installs racks, switches and routers

Install Xerox Printers (local or network)

Zebra printer repair and maintenance

Course

Arduino Basic at Technological University of cd Juarez

Cisco certification CCNA

Language Skills

Spanish - written and spoken

English - written and spoken

Contact this candidate