Manager Customer Service

DARYL E. NOGUERA

Leveraging expertise in team leadership, performance-driven Project Management & IT support, including high volume service delivery for process innovation & improvement.

*** **** St. Oakland, CA 94607 Phone: 415-***-**** **********@*****.*** www.LinkedIn.com/daryl-noguera

PROFILE SUMMARY

Organized and efficient professional. Talented team leader with quality experiences executing multi-functional Project management, IT responsibilities, coordinating special events, implementing standards, consistently checking quality, and presentation to ensure clients or organizations are represented with the highest regards possible.

Looking to bring a passion for creating solution-driven services, maintain client and organization’s goals.

PERFORMANCE HIGHLIGHTS

Motivated to build effective working relationships with clients and interdisciplinary staff, to ensure operation goals are met, improved, and productivity is attained.

Successful history of implementing practical strategies to improve business needs, to help in the achievement of clients, business, and organization objectives.

Performance leadership qualities and the ability to manage individuals from varying backgrounds while promoting team values.

High level of professional judgment, diplomacy, and awareness, including the ability to anticipate problems, create innovative solutions and develop strategic systems that ensure company profitability.

CORE COMPETENCIES

Events Planning & Promotion

Project Management + Tools

Metrics Development & Analysis

High volume Operations Monitoring

Effective Time Management

Human Resources

Accounting, Finances, Billing, Budgets

Accounts Receivable/Payable

RFP/ RFQ

Customer Service Management

Leadership & Team Performance

IT Support & Audio Visuals

Process Improvement

Media & Information Performance

SaaS, CRM,

Cloud

MS Exchange, MS 0365, G-Suite

Software Licensing

Sales

Equipment Maintenance

Inventory Management

Negotiation & Collaboration

Excellent Analytical & Communication skills

MS Visio, Project

Change Management

SNOW, POB, BMC Remedy

Adobe Cloud

TECHNICAL SKILLS

Project Management PMBOK Kanban, Agile, Lean, Scrum

Information Management SQL, ETL, Data/Analytics, Dashboards

Reporting & Analytics in MS Office, Power BI & Tableau Oracle, SAP

Languages SQL, Powershell, Linux,, Bash, HTML Spanish, Portuguese

Hardware/software support SCCM, Networking, Server/Virtualization, AD, OSI Model, COMP TIA

EDUCATION

Utah Valley University; Orem, UT.

Bachelor of Science – Digital Media

Major – Project & Information Management May 2020

Courses include instruction in employee supervision, budgeting, scheduling and coordination, office systems operation and maintenance, office records management, public relations, project management, accounting, decision making, and human resources.

PROFESSIONAL & WORK EXPERIENCES

UTAH VALLEY UNIVERSITY, FIVE9 INC., JOHN MUIR HEALTH; 09/2017 – 11/2020

IT SUPPORT/JR PROJECT MANAGER

KEY QUALIFICATIONS & RESPONSIBILITIES

Responsibilities include Virtualization, server and inventory management, Hardware/software maintenance, customer service, and support for university faculty staff.

Provided on-phone and online support for users of extended campus communication networks to facilitate the effective operation of IT resources.

Delivered troubleshooting solutions to departments and console operators experiencing difficulties with the software, hardware, and network connectivity.

Implemented improved assessment and analytical techniques for the further achievement of identified departmental goals.

Drove enhanced performance figures for the IT team and department to meet stated management expectations and relevant standards.

Supported team with complex tasks and time-sensitive achievements to meet client expectations and user needs on an identified schedule.

UTAH VALLEY UNIVERSITY

REPORTING ANALYST 11/2015 – 08/2017

KEY QUALIFICATIONS & RESPONSIBILITIES

Reporting & analysis in MS Excel, Google/Adobe Analytics, Power BI, Tableau

ETL creation in Pentaho, scrubbing, and conversion of various types of data

Querying databases in SQL with Oracle Toad, connecting to LDAP, APIs, and web portals. SAP BO reporting. Meta-data tagging

Work with cross-functional teams in IT using Agile and lean methods

VIDEO TECH SERVICES; OREM, UT.

AUDIO VISUAL Technician/Operations Manager 03/2008– 07/2015

KEY QUALIFICATIONS & RESPONSIBILITIES

Managed a unique and exciting set of responsibilities that included FOH, Video / Graphics switching, A2, Stagehand, Projectionist, Conventional / lighting setup, Sound reinforcement & wireless mic/RF setup.

The basic setup, breakdown, and operation of large and small-scale audiovisual systems for large events while ensuring the utmost in client satisfaction.

Responsible for accurate setup and efficient operation of basic equipment.

Provided excellent service and strive to exceed the expectations and needs of internal and external customers.

Maintained a positive relationship with all clients through effective communication.

Understood the technical aspects of the job and demonstrated the basic operational ability to troubleshoot and problem solve with hardware and software.

Understood company processes, follow procedures, and completed systems entry and paperwork accurately.

Interacted with other staff and outside vendors for equipment.

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