Sales Associate Management Specialist

John P. Sevilla

Mobile: 202-***-****

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

OBJECTIVE: IT professional striving to apply telecom administrative experience/academic background to develop knowledge and experience further.

EDUCATION

University of Maryland University College, College Park, MD, May 2016

Bachelor of Science in Cybersecurity, Minor in Information Systems Management

GPA: 3.66

RELEVANT COURSEWORK

Ethical Hacking Security Policy Analysis

Ethics in Information Technology Security Policy Implementation

Fundamentals of Computer Troubleshooting Fundamentals of Networking

Foundations of Cybersecurity Telecommunications in Information Systems

Foundations Information Systems Security Information Systems Project Management

Linux Systems Administration Principles of Digital Analysis

SKILLS

●Completed training on the following: BackTrack 5, Linux Ubuntu, Pseudocode, TestOut PC Pro, TestOut Linux Pro, TestOut Network Pro & ethical hacking

●Training and experience on the following: Avaya Service Administration (ASA)/Call Manager (CM), NICE recording systems, Calabrio recording systems, Genesys, Avaya Aura Messaging (AAM), Configuration Management Systems (CMS)

●Strong interpersonal and communications skills

●Excellent multitasking, organizational and problem-solving skills

●Ability to thrive in a deadline-driven environment that requires high productivity and self-motivation

●Fluent in Spanish (reading, understanding, speaking & writing)

WORK EXPERIENCE

Technology and Applications Management Specialist 1, Automatic Data Processing ADP US, Norfolk, VA, January 2017 - Present

●Perform Tier 2 administrative tasks on telecom systems (analog, digital, VoIP, etc.) with over 90% satisfaction rate, such as troubleshooting, testing, creating, updating, and terminating users on the following systems: Avaya Service Administration (ASA)/ Call Manager (CM), NICE recording systems, Calabrio recording systems, Genesys, Avaya Aura Messaging (AAM), Configuration Management Systems (CMS)

●Provide technical assistance on team projects, such as large-scale changes on the PBX system and hardware deployments

●Lead a team for large scale system additions, including between 30 to 120 associates per week for end-of-year season

●Assist in enhancing company processes to improve efficiency by assessing vulnerabilities that may cause issues and outages

●Communicate in a time-sensitive manner with third-party providers regarding corrections of VoIP and analog port/switch issues for multiple nationwide ADP locations

●Brief associates on end-user errors and provide next steps to avoid recurrence of the issue.

●Install and troubleshoot telecom hardware, such as IP desk phones, Polycom IP conference phones, and wired/wireless headsets

Retail Sales Associate, T-Mobile US, Wheaton, MD, February 2013 - January 2017

●Demonstrated expertise in all aspects of the mobile phone industry, performing with over 90% customer satisfaction rate

●Provided technical support by troubleshooting mobile devices and network connections.

●Educated customers on how to use their mobile devices, such as performing network connections on their own

Home Theater Specialist, Best Buy, College Park, MD, July 2011 September 2012

●Assisted customers with home theater product issues while providing excellent customer service

●Maintained and exceeded sales quotas by 100%

●Installed electronics devices, such as televisions, receivers, Blu-ray players, speakers, etc.

ACHIEVEMENTS AND CERTIFICATIONS

●Dean’s List -Prince George’s Community College

●TestOut PC Pro Certification –University of Maryland University College System, gained an entry-level understanding of A+ Essentials

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