Center Agent Customer Service

SAULO DIAZ

**** ******* ***, *********. **. ***** (H) 360-***-**** (C) 360-***-**** *****.****@*****.***

Professional Summary

Web developer with experience in structuring, developing and implementing interactive websites. Innovative use of technology and SEO to drive traffic and engage users. Able to complete projects efficiently and satisfy customers with attractive, user-friendly websites. Also experienced and knowledgeable information technology professional seeking to contribute training and acquired skills within a help desk support role. Providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support.

Skills

Work History

Benchmark Technician – Bellevue, WA. Mar 2023 – Mar 2023

Pacific Premier Bank / SmartSource Technical Solutions.

Provide Picture ID and introduce myself as Benchmark Technician.

Contact and communication all the time with the manager IT on the bridge line call for check-in and instructions.

Verify equipment has been delivered on-site and verify the correct count and locations needing to be installed.

Remove and provide a count for legacy Epson V/R Printer equipment and place it to the side for packaging.

Install Epson TM-S9000II for the Teller line and test/power cycle each device.

Install Topaz Gem View 10 on each Platform desk.

Carefully package the legacy Epson TM-375/Epson TM-675/Epson TM-6000II.

Provide maintenance, technical support, and troubleshooting.

Desktop Support Engineer – Seattle, WA. Dec 2022 – Jan 2023

University of Washington Medical Center

Tier 2 Hardware and software support for remote and internal employees through remote access, phone or desk-side visit

Tier 1/Tier 2 Hardware and software support

Windows 7 and 10 Support in a network environment

Deploy computer (Windows 7 to Windows 10).

Diagnose and support hardware failures, operating system, application issues, and network connectivity

Follow standard operating procedures

Working with other team members on projects

Working with vendors

The team leader of the Installation of T-DOC software in the Management Material Area

Check static or Dynamic IP

Check local users and groups, check remote users’ groups, and note any

Data backup when the user is available (when needed)

Disconnect the machine and reconnect the new one

Undo/Redo cable management (leave better than found)

Replace mouse/keyboard/power as needed

Power on and verify the function

Switch to admin for autologin machines

Have the user sign in for data restore

Update location via system description header

Restore data (when needed)

Install drivers for any peripherals. Example: Document Scanners (TWAIN & ISIS drivers/software)

Firmware update for scanners

Map printers

Following specific name/queue specifications

Delivery Specialist – Silverdale, WA. Nov 2021 – Jan 2023 Instacart

Load and unload groceries.

Deliver products to customers’ homes or businesses.

Interact with customers and/or security upon delivery.

Representing the company in a courteous and professional manner.

Maintaining the quality of service by following operational and safety standards daily.

DESIGN SR. ANALYST – Silverdale, WA. May 2021 – Nov 2021

NTT DATA Services / CommonSpirit Health

Deployed, maintained, and operated, troubleshooting numerous devices such as PCs, iPads, iPods, smartphones, Document Scanners, Signature pads, Wrist band, tap n go devices (SSO), and more.

Provide maintenance, technical support, and troubleshooting of desktop computers, printers, and other devices to ensure effective use of technology resources.

Participate in the effective operation of the IT Help Desk by taking requests, tracking work tickets, maintaining equipment inventories.

Strong ability to communicate technical information, both verbal and written.

Technical Analyst III – Silverdale, WA. Jul 2020 – May 2021

LanceSoft, Inc. / CHI Franciscan Health Unisys

Help desk support via telephone, in-person, and remote desktop communication with end-users utilizing customer service techniques and strong communication skills.

Help desk support via ticket system (Service Management & Service Now Ticket System)

Imaging new Windows PC's using SCCM and install the required software.

Deploy Pc’s on desks arm and wall arms as follows to floor maps.

Deployed, maintained, and operated numerous devices such as PCs, data projectors, iPads, smartphones, Document Scanners, Signature pads, Wrist band, Zebra printers, and tap n go devices (SSO).

Setting up of conference facilities (video and teleconference) and providing technical support.

Created user manuals and provided technical support sessions for new employees.

Analyzed and troubleshoot computer support problems as well as apply knowledge of software, hardware products, and services to resolve problems of users.

Implemented and tested new software as well as upgrading existing software.

Provided second level support to the internal help desk to solve user concerns with specific applications.

Manage Windows domain through Microsoft Active Directory and Group Policy.

Perform network troubleshooting.

Technical support in Windows 7, Windows 10, Microsoft Office365, Microsoft office suite including, OneDrive for Business.

Support Hardware Testing Team (HTT) and Quality Check Control(QCC) to resolve issues.

Technical Analyst III – Tacoma, WA. Jun 2020 – Dec 2020

CHI Franciscan Health / UNISYS

Provides support for software, hardware and networking support for desktops, laptops, and servers

Provides maintenance and support on legacy products

Installs and maintains PCs and associated software, networks, servers and peripherals

Supports network products from operational and maintenance perspectives

Performs installs, moves, adds and changes as required

Tests and certifies PCs, networks, servers, and client approved applications

Provides follow-up on problems or escalation.

Maintains a high degree of professionalism in actions, demeanor, and dress.

Ensures customer satisfaction throughout the service delivery transaction.

FC Associate I – Kent, WA. Mar 2020 – Jun 2020

Amazon

Stowed items in accordance with proper bin etiquette

Stowed items at a UPH above the standard while maintaining quality

Consistently maintained over 100% productivity stowing

Organized and prioritized reactive, IOL and other items

Maintained a clean and safe work environment

Inbound Receiving, Stowing, Water Spider (Production Distribution)

Integrity Roofing – Poulsbo, WA. Nov 2019 – Mar 2020 Roofer/Laborer

Check to ensure that completed roofs are watertight.

Inspect completed work to ensure proper installation.

Sweep and clean roofs to prepare them for the application of new roofing materials.

Clean surfaces in preparation for work activities.

Locate worn or torn areas in roofs.

Locate equipment or materials in need of repair or replacement.

Clean work areas, work sites and equipment.

Maintain tools and equipment.

Cover roofs with layers of roofing felt or asphalt strips before installing tile, slate, or composition materials.

Remove worn, damaged or outdated materials from work areas.

Load or unload materials used in construction or extraction.

Set ladders, scaffolds, and hoists in place for taking supplies to roofs.

Assemble temporary equipment or structures.

Place tiles nail them to roof boards, and cover nail heads with roofing cement.

Apply sealants or other protective coatings.

Perform emergency leak repairs and general maintenance for a variety of roof types.

Attach sheets of metal to roof boards or building frameworks when installing metal roofs.

Move construction or extraction materials to locations where they are needed.

Accedo Technologies – Managua 2016 to 2018 Helpdesk

Provide technical assistance to users with computer problems, such as hardware, software and networking issues.

Troubleshoot network connectivity, network printing and user access issues.

Responded to telephone inquiries concerning support requests, systems status, and network connectivity.

Assisted clients with creating a user account, password reset, network ID and elevating rights to all users via Active Directory.

Analyzing and resolving incidents and request regarding software and hardware.

Installing, uninstalling, updating applications, supported local and remote users.

Troubleshooting and supporting O365, iPhone, Active Directory and Windows 7,8,10 end users and Microsoft Offices. Maintained Active Directory requirements (i.e., removing old accounts, creating and maintaining standardized account creation guidelines).

Assisted with hardware/software troubleshooting, software installation, account creation & modification via phone as well as in person.

Kohls campaign – Customer Service Rep.

Ensure compliance with customer service.

Acknowledge customers' concerns.

Make purchases online.

Create and review cases for lost packages, for unsent orders, damaged or lost products.

Ensure quality metrics were met in order to assure great customer satisfaction. Assure efficiency and productivity in every single call.

Webmakers Nicaragua – Managua, Managua 2015 – Present.

Web Designer CEO Owner

Lead web design and development projects.

Design web information architectures.

Design and collaborate in the layout and structure / navigation of the pages.

Actively collaborate in the conceptualization and design of internet projects.

Perform periodic project reports.

Update and modify web pages.

Develop new features within a web.

Solve problems of the web systems, servers, databases.

Promote our brand on the web, using Google AdWords among other search engine tools (SEO).

Search for clients and achieve that project according to their needs.

Offer our services in a web environment or by calling clients.

Promote our brand through social media campaigns.

Develop promotions to attract the customer.

Prepare E-mail marketing to have the client on our future offers or promotions.

Librería HISPAMER – Managua, Nicaragua 2012 - 2014 Community Manager

Creating compelling content and quality for all social media.

Update social networks.

Monitor development news and news.

Follow up the activities of the competing brand.

Plan or distribute additional content itself to the nets.

Manage and develop communication activities, promotion and marketing.

Perform customer service anywhere.

Custom Care foreign customer.

Verify and ensure that services and quality objectives are achieved. Investigate training to provide it to all staff of the company.

Webmaster

Managing and Configuring servers.

Management of information security.

Management and design of databases.

Graphic Design and animations.

Coordination of development projects.

Developing marketing strategies.

Creating, modifying web page

Configuration and maintenance of hosting.

Creating and writing content for websites.

Administration and web configuration.

Maintenance and updates of the website.

Provide technical support.

Monitor and verify network connectivity and authorized access to our equipment.

Giovanna Bazar. (Shop Clothing & Accessories). Local Store. 2010 - 2014

General Manager

Ensure compliance with sales quotas and margin assigned to the store. Ensure the efficient selection of the store.

Ensure that the store meets the standards of presentation. And compliance with minimum quality, customer service, health and safety.

Ensure that the service provided to our customers is optimal.

Analyze competition surrounding the store, warning about changes in its business strategy and manage aggression price.

Ensure timely implementation in store promotions or defined campaigns.

Ensure efficient management and custody of the money that moves the store.

Ensure the maintenance and improvement of the local assigned.

Reply by inventory items and assets assigned to the store. Ensure the proper use and proper handling of them.

Plan and organize activities store.

Ensure that adequate stocks of goods are kept, and that maintaining stocks is carried out efficiently.

Handle complaints, comments and questions from customers about sales and service.

Update prices and product modifications

Analyze and interpret customer preferences, market trends, activities of competitors and operating records, and initiate changes to increase sales and improve efficiency.

Promote the store locally working in partnership with the community, newspapers, schools, etc.

Promote the sale and handling orders, complaints or inquiries through social networking products.

Banco de América Central – BAC 2012 - 2012 Compliance Project Analyst Project Analyst

Assist the Compliance Manager with administrative tasks and coordination of projects in the area.

Responsible for requesting and coordinating with everything related to computer applications programming, technical support, systems changes and requests for information.

Creating and modifying automation macros in Microsoft Excel and Access.

Help Desk area, assist and resolve user issues the Compliance department. Monitor and control alerts.

Corporación Agrícola, S.A. (Agri -Corp). 2011 - 2011

Networks and Infrastructure Technical Support

Provide technical assistance to users with computer problems and assist you through remote access.

Review of devices such as PC, Laptops, Batteries (CDP Tripp lite).

Maintenance of Networks, Network installation.

Computer Maintenance Technician, Assembly Equipment, Hardware configuration. Provide technical support to user’s right through software and hardware.

GRUPO ONLINE Y MOBILE, LLC. 2010 - 2010 CONSULTANT Tasks: Operation Coordinator

Run quality assurance tests on services that we have before we launch them to the market.

Find out about services offered by our competitors.

Perform operational tasks such as: change of fix existing files to personalize them in a way that they can be used in their country.

Create selling content every month for each country.

IBW Communications. 2009 - 2009

Call Center Agent – Technical Support

Provide technical support via telephone to customers who had problems with internet connection.

Review of network equipment such as cable modems, routers, Cisco SMB PAP2T (PAP2) - VoIP.

Configuration of Routers, Cisco SMB PAP2T (PAP2) and Cable Modems Activations. Schedule service calls to customers who needed.

Education

Postgraduate of Data Communication Networks: Data Communication Networks. 2010

American University (UAM) - Managua, Nicaragua

System Engineer: System Engineer 2010

American University (UAM) - Managua, Nicaragua

High School Diploma: Bachelor of Arts and Sciences. 2004

Instituto Pedagógico La Salle – Managua, Nicaragua

Reference

Janeisy Griego

Kitsap Public Health

*************@*****.***

Phone: 305-***-****

Teryn Nicole

Kitsap Community Resource ********@***.***

Phone: 360-***-****

Michael Hargraves

EUS Divisional Manager

CommonSpirit Health

*******.*********@************.***

Phone: 253-***-****

Joe Wilkinson

EUS Support Technician III

CommonSpirit Health

Phone: 360-***-****

Colin LaPraim

Sr. End user services technician

*****.*******@************.***

CommonSpirit Health

Phone: 360-***-****

Contact this candidate