Project Management, Data Management, Data Collection, Information Tech

Filadelfo Alexander Mendez

Telephone: 404-***-****

Email: ****.********@*****.***

LinkedIn: www.linkedin.com/in/alexmendezatlanta AM Objective Very motivated, technological, and business data-oriented individual seeking an organization where I can display my knowledge, experience, and technical skills as well as further them to ensure profitability and growth for my employer while being able to overcome the challenges of today’s changing working environment.

Education ● Georgia State University: J. Mack Robinson College of Business Bachelor of Science in Managerial Science (Concentration in Data Analysis)

● Georgia Highlands College: Associate of Science in Business & Technology Administration

● CompTIA A+ (In Progress)

● CDL Approved License: Commercial Truck Driver Class A

● Georgia Work Ready Certified: Gold Certificate Level Experience

Data Collection Analyst/Systems Administrator Level 1 Georgia Department of Education

(Information Technology) (Government) (Data Collections) Atlanta, Georgia-2017-Current

Main Objectives

• Provide first level support for county level users of statewide systems in diagnosing and resolving data communications, mainframe, and PC system problems.

• Monitoring data collection applications and districts during Data Collections cycles to ensure effectiveness and continual progress towards set deadlines and priorities.

• Work with management to prioritize training via webinars, in person, and at the annual Data Conference.

• Locate and define new process improvement opportunities by helping with creation of data and business models.

• Collaborate with engineering/program managers during UAT Testing phase regarding database applications/features where we implement and evaluate improvements than introduce to Production Phase for state-wide use to replace legacy applications.

• Knowledge of District/School business operations and systems processes.

• Delve into data to discover discrepancies and patterns using Microsoft Office Professional, TextPad, Notepad ++, and Ad-Hoc Reporting.

• Use Microsoft Excel to enter data into cells, create basic Tables and Charts.

• Basic knowledge of SQL, Relational Databases, and Data Governance.

• Manage and be primary owner of business processes and applications analyzing data in regard to Fleet Management, Facilities Inventory, and Computer Inventory.

• Track and document inbound/outbound support requests and ensure proper notation of customer problems or issues using CRM applications (HEAT & BOSSDESK).

• Set up permissions and manage State/District/School level accounts. Yearly Data Collection Projects

• Pre-ID Labels (Pre-Identification Labels)

• GUIDE (Georgia Unique Identifier for Education)

• School and Facility Registry

• CPI (Certified/Classified Personnel Information)

• Technology Inventory

• Pupil Transportation

• Student Class

• Student Records

Technical Support Lead

Newell Brands

(Promoted) (Information Technology) (Technical Support) Atlanta, Georgia-2018-2019 (Part Time)

Main Objective

• Recruiting, leading, and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies, and goals.

• Provide superior customer service by responding to customers needs by creating and responding to Service Desk tickets and following through to resolution and follow up using standard ITIL methodologies meeting established SLA’s.

• Establishing, recommending and implementing policies to ensure quality, timely, and efficient design of customer-oriented services using CRM systems.

• Working with other teams implementing strategies to reduce costs, sales growth, and overall client experience using customer data from different channels.

• Responsible for the Infrastructure Operations teamwork direction, SLA tracking, orchestrating ticket flow and refinement of workflows through the ticketing system.

• Use of CRM applications and collaborating with different departments to refine supply chain process in regard to product inventory and product warranties.

• Participate in new product development, customer training, and other support-related activities.

• Provide technical expertise and guidance for the team and customers during UAT testing and Production deployment of new products and features in apps.

• Use of CRM applications to provide timely and accurate processing of customer orders and requests.

Technical Support Engineer Level 2

Newell Brands

(Information Technology) (Technical Support)

Atlanta, Georgia-2018-2019 (Part Time)

Main Objective

• Responsible for adding technical information to the online Knowledge Base and Company Website.

• Work with Sales/Marketing Department to help define technical requirements for installations or custom work.

• Hold introductory/intermediate training classes on the usage of First Alert products and apps.

• Responsible for the Infrastructure Operations team work direction, SLA tracking, orchestrating ticket flow and refinement of workflows through the ticketing system.

• Collaborate with product development to improve First Alert products and the customers experience using the products and SaaS applications.

• Track and document inbound/outbound support requests and ensure proper notation of customer problems or issues using CRM application (Salesforce & Zendesk).

• Responsible for running updates, setup, and maintenance of Luma and First Alert products using Linux.

Technical Support Engineer Level 2

Luma Home Inc.

(Promoted) (Information Technology) (Technical Support) (Start Up) Atlanta, Georgia-2017-2017

Main Objective

• Collaborate with engineering experts and escalation managers when additional support is needed.

• Responsible for adding technical information to the online Knowledge Base and company website.

• Assist Level 1 Technical Support Engineers with support calls, chats, and emails when asked.

• Work with Sales/Marketing Department to help define technical requirements for installations or custom work.

• Hold introductory/intermediate training classes on the usage of Luma product and app.

• Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.

• Collaborate with product development to improve Luma product and the customers experience using this product and Saas applications.

• Track and document inbound/outbound support requests and ensure proper notation of customer problems or issues using CRM applications (Zendesk & Salesforce).

• Responsible for running updates, setup, and maintenance of Luma products using Linux. Technical Support Engineer Level 1

Luma Home Inc.

(Information Technology) (Technical Support) (Start Up) Atlanta, Georgia-2016-2017

Main Objective

• Act as the first point of contact interacting with customers using multiple support channels

(phone, email, chat).

• Training junior staff.

• Setting up accounts for new users.

• Monitoring and maintaining computer systems and networks.

• Assist and educate customers on products and services.

• Installing and configuring computer hardware, software, systems, networks, printers and scanners.

• Proactively identify ways to avoid recurring issues by recommending new and updated processes and knowledge base articles to engineering level support team.

• Knowledge of TCP/IP, DNS, Port Forwarding, Hosted VOIP and other basic networking concepts.

• Document case notes and complaints using Zendesk.

• Interface directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution.

Leasing Professional

Greystar Real Estate Partners

(Property Management)

Atlanta, Georgia-2014-2016

Main Objectives

• Lease Out/Manage Brand New Construction and Renovation Properties and make sure proper business processes are in place.

• Assist/Interview prospective candidates for new and current properties.

• Assist with property acquisitions and establish KPI’s to meet goals.

• Prepare reports collecting, analyzing, and summarizing data and trends.

• Recording and updating data of prospective and existing landlords and tenants into Property Management applications (Yardi and Yardi 7s).

• Using data collected from marketing emails and surveys to effectively advertise available properties using multiple online applications to specific demographics.

• Complete lease applications and assisting with verification of application information.

• Process rent payments, complete financial records, budgets, and other fiscal reporting information.

Leasing Agent

JRK Residential

(Property Management)

Atlanta, Georgia-2012-2014

Main Objectives

• Lease Out/Manage A+ & B+ Properties

• Recording and updating data of prospective and existing landlords and tenants into Property Management applications.

• Examine properties and informing maintenance staff of issues.

• Advertising available properties and conducting tours as part of marketing activities using multiple online applications.

• Complete lease applications and assisting with verification of application information.

• Inspecting properties when tenants take occupation and vacate.

• Accepting rent payments, security deposits, and other applicable fees.

• Coordinating evictions with local authorities at the end of every month.

• Perform yearly property audits in and out of the state.

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