Name: José Juan Favela Avila
Mobile: +521 656-***-****
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.
Focused and patient on the things that I work on.
Well-rounded background in call center operations and handling issues.
Excellent typing skills.
Professional phone manner.
Excellent (written and spoken) communication skills.
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
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.
Helpdesk support local and remote (Mexico DF,Brazil,Colombia,Tijuana,Costa Rica)
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.
Corrective and preventive maintenance
Monitoring and maintaining computers systems and network
Installing and configuring computer hardware operating systems and applications
Technical and troubleshooting assistance
Control Access (HID)
Global Workforce Analyst at ACS (Verizon) 2011-2013
Duties: Monitor and drive performance on the sites for Verizon which includes:
Conference call with the client
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
C Sharp (C#)
MS Office (Outlook, Word, Excel, etc.)
IEX Total View Workforce
EA (Enterprise Administrator)
PRISM (Performance Data)
Configure Switches and Routers Cisco
LAN, VLAN & WAN
Windows Server 2008, 2012
Arduino (Uno, Mega, Ethernet)
MIT app inventor 2 (cell phone apps)
Tech Support/ Troubleshooting:
Data bases SQL
Installs racks, switches and routers
Install Xerox Printers (local or network)
Zebra printer repair and maintenance
Arduino Basic at Technological University of cd Juarez
Cisco certification CCNA
Spanish - written and spoken
English - written and spoken