Alex Deanda

Cell: 972-***-**** Email: adig9w@r.postjobfree.com

Signet Jewelers 2015 - 2020

IT Coordinator III Feb 2017 – Sep 2020

- Led and educated Level 1 team members on new technologies being implemented in the field and how to support them while I simultaneously supported their installations.

- Identified store technology problems and managed the resolution both internally and externally.

- Troubleshot Cisco Meraki switches, POS hardware, Printers, Credit Card machines and Network connectivity.

- Worked with technicians in the field for project or support related issues and documented trouble tickets.

- Worked with outside vendors to plan and support projects as needed.

- Identified problem trends and worked with corresponding groups to correct issues.

- Worked on store based I&O projects. These projects included technology replacements and enhancements to improve customer and store employee experience in the field.

- Managed multiple new store openings, closings, and vendor visits across various brands.

- Managed meetings and analyzed store telecommunications needs based on project type and made recommendations.

- Prepared updates for and attend project conference calls; provided status updates to upper leadership teams.

- Scheduled and provisioned telecommunications services for the store via web portal application; closely managed dates to minimize project jeopardy.

- Scheduled and coordinated vendors for POS system installation, de-installation, ensured timely and accurate delivery of services.

- Translated technical documents from English to Spanish for Puerto Rico based store personnel.

- Added new users in Active Directory and performed password resets for existing users.

- Created and maintained tracking, configuration identification, pre-installation changes and engagement of necessary parties and escalation of issues for VOIP installations.

- Analyzed projects, created SOPs, flow charts, check lists, and tracking methods to synchronize processes across companies.

- Scheduled and provisioned telecommunications services for stores via web portal application; closely manage dates to minimize project jeopardy.

- Ensured all services were disconnected and no longer billed for closed stores.

- Managed vendor work on installation projects to maximize efficiency and contain costs.

- Created store instance in back-office systems for polling, credit transactions, and connectivity with the general office.

- Compiled, organized and updated store technical information in centralized data repository. IT Store Support I Feb 2015 – Feb 2017

- Handled all inbound customer support calls and provided initial troubleshooting of basic network issues, hardware and software issues pertaining to retail point-of-sale equipment; additionally, related and instructed through various process/procedural steps.

- Researched customer issues for resolution by collecting necessary data and involving relevant team members.

- Created support tickets in ServiceNow for all technical support inquires via incoming calls or email.

- Accurately documented and recorded technical support calls and events (call receipt, documentation entry, tracking, follow-up, and escalations) in ticket and tracking software applications.

- Escalated and assigned tickets to other resolver groups/departments as required.

- Handled follow-up on all issues, maintained quality assurance of tickets, and monitored ticket statuses to ensure timely resolution.

- Supported new store openings, remodels/relocations, and closings, as well as any planned project implementations and rollouts.

- Ensured all store sales data files were polled successfully daily including processing files and following up on files that did not poll to ensure they completed and posted.

Arvato Digital Services 2010 – 2015

Microsoft MSDN Portuguese Support Agent

- 1st place in Top Box surveys for December 2012, Recognized as Outstanding Agent of the Quarter for the 3rd quarter of 2012.

- Trained incoming agents on process and procedures.

- Lead team of 4 and assisted in managing their projects.

- Received an average of 30 incoming phone calls/emails per day, in order to troubleshoot and resolve Microsoft software related issues and licensing.

- Contacted customers by phone and e-mail to provide updates or resolutions on open tickets. Ace Corporation 2008-2010

Bilingual Spanish Help Desk Agent

- Received Support Agent of the Month award for the months of June 2009, October 2009, and February 2010 with ticket resolution percentage over 85% in each month.

- Provided POS support to internal end users in order to resolve issues with point of sale hardware.

- Trained co-workers on new implemented systems and department procedures.

- Generated individual end of day work reports.

Alex Deanda

Cell: 972-***-**** Email: adig9w@r.postjobfree.com

Credit Solutions of America 2006-2008

Bilingual Debt Settlement Advisor

- Recognized as Top Advisor by obtaining a 35% settlement average in the month of August 2006.

- Responsible for contacting and establishing rapport with various creditors and 3rd party collectors to aggressively negotiate accounts ready for settlement.

- Delivered monthly metrics to management on debt settlement per client.

- Advised customer on his settlement options on a weekly or monthly basis.

- Obtained payment information from client once settlement terms were agreed to by creditor and customer. CitiBank Corporation 2005-2006

Bilingual Customer Agent

- Awarded 1st place in sales for the month of May 2005 and 3rd place overall in the 1st quarter of 2005.

- Responsible for resolving phone inquiries regarding customer credit card transactions and selling of additional Citibank products to card holders.

Cityplace Security 2001-2005

Security Operator

- Recognized as Officer of the Quarter in the 4th quarter of 2003 and 2nd quarter of 2005.

- Responsible for monitoring activity in a high-rise building through 150 cameras located in central command center.

- Completed daily activity reports.

- Detailed security incidents daily.

EDUCATION

Devry University, Irving, Texas 2000 - 2001

Bachelors of Science

23 Completed credit hours

RELEVANT SKILLS

Interpersonal Skills

- Leadership

- Personable

- Competent Communicator

- Flexible

- Relationship driver

- Dependable

- Motivator

- Problem Solver

Productivity Skills

- Quick Learner

- Goal Oriented

- Critical Thinker

- Deadline Driven

- Multitasker

- Telecommunications Jargon Knowledge

- Detailed work documentation

- Self-motivated

- Multilingual

- End user support and customer service

- Knowledge of hardware, network, and telecommunication issues Language Abilities

Spanish:

Advanced conversational, written, and reading skills Portuguese:

Advanced conversational and reading skills.

Operating Systems

Windows:

XP, Vista, 7, 8.1 and 10

Linux

Ubuntu and Fedora

Computing Abilities

- Epiphany

- ServiceNow

- Advocate

- Compucom

- Comworks

- Teamviewer

- Remote Desktop

- Microsoft Office Suite

- Crosscom

- SQL 2012

- Oracle

- Outlook

- Azure

- Confluence

- SCCM

- Windows Server

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