Computer Operator Center Representative

NICOLAS SEBASTIAN ESCOBAR

623-***-**** *******.*.*******@*****.*** 4817 W. Hatcher Rd. Glendale, AZ. 85302

Experience

Corning - Phoenix (Randstad Contractor) 01/25/2022 - Present

Assembler

•Performed bench assembly operations to mass-produce microscopic to small products.

•Assisted production by working 50+ hours most weeks since initiating employment.

•Maintained satisfactory production goals on multiple parts and processes at all times.

•Observed physical contamination protocols, wore hand protection and utilized specialized tooling to handle individual pieces and completed assemblies.

•Cataloged accurate counts and paper trail, to maintain proper traceability of the product created on a day-to-day basis.

Icon Injection Molding 05/26/2021 – 12/31/2021

Icon II Medical Injection Room Operator

•Promptly relieved previous shift of duty and took over operation duties.

•Packaged parts created from active plastic molding presses.

•Observed cross contamination minimization practices and standards, reducing contact with unwanted materia, dust, hair or skin oils.

•Carefully labeled and packaged product in immaculate white boxes per industry standards.

•Prepared large boxes containing packaged parts and prepared them for inspection.

•Worked automated capping machine, met record production values on several occasions.

•Cross-trained to use automated bagging machine as a back-up user.

•Performed cleaning and restocking duties proactively to ensure a smooth shift transition.

•"When the crew was you, Larry and I, it was as good as it ever was (and probably as it ever will be)." -Dion Ware, 2nd Shift Lead

Crossroads by McKesson (RemX contractor) 09/25/2020 – 03/03/2021

Account Coordinator (Cover My Meds program)

•Awarded MVP status for performance within the first 90-day probation period.

•Maintained outstanding statistics in regard to quantity and quality of outbound calls.

•Archived records of contact information for Pharmacies and Insurance plans.

•Contacted Pharmacies and Insurance Plan providers on behalf of patients, and Pharmaceutical companies in order to streamline Rx prescription process and speed up acquisition by patient.

•Attempted to confirm final outcome of prescription, i.e.: received by patient, cancelled by doctor, or even declined by insurance.

•Escalated unfavorable outcomes for patient, such as lack of availability of product or generic counterpart, or due to lack of coverage by their plan.

•Used Web-based ticketing system to keep track of prescription status and closed out request once resolution had been confirmed for patient.

Cognizant Technology Solutions 06/06/2018 – 01/30/2020

Sr. Systems Engineer

•Assisted in the support of every network capable device within a large chain store setting.

•Performed tasks with store associates, leads, managers, and 3rd party technicians.

•Assisted team members from every store to access their personal information on the employee portal.

•Resolved check out station issues promptly, troubleshot issues relating to POS system, touchscreen monitor and connections, drawer opening triggers, operating system, and general Admin access.

•Monitored client connections to in-store servers and their connection to corporate servers.

•Provided Loss Prevention support utilizing the Genetec Security Desk Configuration Tool.

•Logged client issues using ServiceNow to resolve or escalate issues to resolution teams.

•Supported Client access to Microsoft Office 365 applications.

•Managed Active Directory grouping access and provided Domain resolution assistance.

Scientific Games Inc. - Arizona 03/29/2017 – 11/17/2017

Computer Operator I

•Completed visual inspections of electronic components, equipment and servers.

•Utilized proprietary software to create and export Excel spreadsheets.

•Worked with the AZ Lottery to enable, disable or schedule technicians for retailers.

•Answered phone call escalations from the call center to provide top level support.

•Created reports calculating total sales and revenue generated by day, week or month.

•Analyzed connectivity status of retailers throughout the day and created reports of trends.

•Used Outlook to e-mail all reports to leadership and AZ Lottery.

•Proceduraly engaged proprietary software to verify and officially declare winning lottery numbers for online games in tandem with AZ Lottery office.

•Performed hourly and bi-hourly data systems analysis to verify synchronized data.

•Monitored work orders created SGI Call Center verifying techs are appropriately scheduled.

•Maintained notices and e-mails from AZ Lottery in outlook and back up archives.

•Placed courtesy calls to retailers regarding known issues or system connectivity warnings.

Staples Inc. - Store #1355 09/07/2016 – 03/24/2017

Print and Marketing Associate

•Maintained print demand goals in short & long-term projects in a fast-paced environment.

•Set files to print using Adobe In-Design, Acrobat, Microsoft Publisher and Word.

•Operated Xerox, Ricoh, Connex and Brother printing equipment to complete projects.

•Designed and assisted customers in self-designing business cards, brochures, and posters.

•Created projects used in executive functions by offering quality products and services fit for business needs.

•Educated customers in self-service equipment use and specialized services to boost sales and create a recurring customer base.

•Kept Daily logs of work orders using proprietary software for other shift employees in order to enhance understanding of long-term project deadlines.

Arizona Overland Blueprint 02/18/2016 – 07/15/2016

Graphic Designer

•Under customer advisement, created custom business cards for individual or company-wide needs.

•Created menu layouts and graphic designs for business use.

•Designed and created websites using WordPress and FileZilla.

•Setup and maintained FTP access for clients, during or after project completion.

USPS Contractor

•Familiar with USPS services and shipping methods.

•Used USPS proprietary software to verify addresses and print labels accordingly.

Production Assistant

•Used Connex and KipStar applications with their equipment counterparts, to set and print on bond paper rolls.

•Utilized Epson and HP equipment to print Posters, brochures, copies and other projects.

•Became familiarized with Architectural, Engineering, Mechanical, Plumbing and Electrical plan layout in commercial use.

•Submitting bond plans to City of Phoenix at 100 Washington for approval and archiving.

PSCU (Payment Services for Credit Unions) 09/29/2014 – 12/31/2015

Sr. Contact Center Representative II

•Became a senior representative within 3 months of employment.

•Provided dedicated support for Credit Unions that require advanced understanding of policies and regulations.

•Participated in annual credit union crossover innovation event, PSCU Knockout 2015.

•Team idea ranked top 8 for best possible innovation out of 200+ contestants in over a dozen locations nation-wide.

Contact center representative II

•Primary point of contact for the member base of Credit Unions associated with FSCC Shared Branching network.

•Assisted customers with basic telephone banking, including educating customer on online portal use, transaction dispute processes depending on their credit union, also created lost or stolen card reports and disable further access.

•Escalated special requests to client credit unions and reported issues regarding memberships.

Sparklight (CableONE Technical Care Center) 07/25/2011 – 05/16/2014

Quality Assurance Liaison

•Arbitrated weekly team meetings if supervisor or manager was unavailable.

•Covered every e-mail and memo from lead technicians advising new or updated procedures.

•Informed associates of upcoming events, call trends and expected incoming call flow.

•Worked with QA to in order to provide specialized feedback to team members.

•Compiled and presented data via power point based on the team’s recent quality scores, highlighting opportunities for improvement.

•Reviewed core operating procedures and proposed streamlined processes to boost efficiency and quality.

Sr. Technical Care Specialist

•Primary technical support contact for Cable ONE commercial and business account subscribers.

•Monitored Cable Modem Termination Systems (CMTS) across the US by using ping and trace route commands on DOS and reported disruptions of service to field technicians and N.O.C.

•Established proper commercial HSD & VoIP static IP address setup and confirmed connectivity status on commercial and business accounts.

•Investigated Spanish customer call escalations and coordinated scheduled callbacks for further specialized support.

Technical Care Specialist

•Primary technical support contact for Cable ONE subscribers in the US for residential accounts.

•Maintained professional and respectful rapport with subscribers to promote customer loyalty.

•Used the Remedy application and other proprietary software to create annotations on subscriber accounts regarding every call.

•Provided support to subscribers with High Speed Data Internet (HSD), Cable Television (CATV) and Voice over Internet Protocol (VoIP) services.

•Assisted customers with first time self-setup of HSD, VoIP and CATV equipment over the phone.

•Educated customers on how to use online portal to manage their services and e-mail.

•Provided all information to set up Microsoft Outlook and other mailing programs.

•Assisted with special requests needing simple IMAP, POP or SMTP setup for e-mail programs.

•Volunteered to assist in setting up cubicles and running cables under IT supervision.

Pace Americas (Volt Contractor) 04/12/2010 – 03/25/2011

BRST Lead

•In charge of managing senior Technicians to perform scheduled outbound calls assisting customers with escalated issues or users in need of specialized assistance.

•Managed outbound call team without affecting quality of service or creating delay for incoming calls.

BRST Member

•Prepared and made time sensitive outbound calls to assist customers with unique issues or check status of a previously escalated issue pending resolution or performing a courtesy check-up.

•Authorized unresolved escalated issues to be sent to Engineering or scheduled and prioritized field technician repair orders.

Sr. Technician I

•Provided support for DSL subscribers in Thunder Bay.

•Attained approval to receive calls with higher difficulty tendencies.

•Reported DSLAM status issues and escalated other special issues to Tech II.

Technician I

•Provided support for residential Digital Subscriber Line (DSL) access services for the Bell Canada customers in the Ontario and Quebec Provinces.

•Regularly up sold products and services based on need or history of internet usage, including faster speed or data allotment.

•Monitored and verified Digital Subscriber Line Access Multiplexer (DSLAM) connectivity status.

Jamba Juice 02/10/2007 – 07/25/2009

Catering Team Lead

•Acquired Manager level access on POS system in order to create and maintain sales receipts for catering engagements.

•Prepared list of catering opportunities on a weekly basis, creating a production forecast in order to have products prepared for confirmed catering engagements.

Sr. Team Member / Mentor

•Coached new-hires on recipes by using guides and created routines to assist the learning process.

•Maintained single drawer register accountability for sales and performed bank drop-off's regularly.

•Shadowed employees through the learning process of standard tasks and trained qualified members for catering engagements.

Catering Team Member

•Used personal vehicle delivering product to locations for drop-off and catering engagements.

•Catered product at public and private locations, several schools ranging K-12, places of worship of different belief systems, public community events and company parties.

Team Member

•Followed proprietary recipes to create natural fruit smoothies in a fast-paced environment.

•Meticulously observed the restaurant's allergen codes of health and safety.

Harter Aerospace (Intern 2002-2005) 2006, 2011

Inventory Control Specialist

•Maintained high ethical and work standards in an FAA approved aerospace repair station.

•Monitored all inventory, from new arrival to its potential use as an End Unit repair component.

•Verified second step confirmation of FAA 8130 airworthiness approval tags associated to new inventory before accepting parts into warehouse.

•Cataloged, created labels and assigned inventory locations for all new inventory parts accepted by the shipping and receiving team.

•Assisted mechanics in search of parts or work orders using Microsoft Excel spreadsheets, Microsoft Access project plans and Quantum Control Inventory management system.

•Managed engraving process for ID tags in the use of identifying valve and engine assemblies ready for shipment compliant with FAA regulation.

•Maintained automatic inventory alerts to prompt purchasing associates to acquire FAA worthy parts in amounts based on their forecast use, and minimum stock availability of each part type in stock.

•Kept Quarterly as well as Yearly inventory records and maintained inventory value predictions.

Intern & Contract Work

•Assisted with detailed End-of-Year inventory analysis.

•Accurately located, cataloged and confirmed all inventory in stock.

•Created a system to archive numeric based Work and Purchase orders using a 3-tab folder filing accurate standard.

Education

Collins College 05/2006 – 09/11/2009

Bachelor of Art in Game Design

•Graphic Design / Game Production / 3D Modeling / Animation

Skills and General Knowledge

•Microsoft Office products (Outlook, Word, Excel, Power Point, Publisher, Access)

•Adobe Creative Suite CS3+ (Bridge, Photoshop, Illustrator, Premiere)

•Windows XP+/Mac OSX+/Android Operating system troubleshooting

•Quantum Control / Remedy / ServiceNow / WordPress / Active Directory / Kronor

•Genetic Security Desk / Triversity POS / Oracle Xstore POS

•10+ years of customer service

•8+ years of accurate confidential/commercial data management

•5+ years of technical support experience

•4+ years of Point of Sale program use and 2+ years of POS troubleshooting and support

References

Dion Ware — 480-***-**** — ICON lead

Garrison Binion — 425-***-**** — Cognizant Supervisor

Jennifer Laughlin — 602-***-**** — PSCU Supervisor

Annette Wilson — 602-***-**** — PSCU Lead/Senior Prof

Amanda Julia Hess — 602-***-**** — Supervisor/Personal Reference of 10 yrs

Ryan Alcorn — 602-***-**** — Personal Reference of over 10 yrs

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