Amazon Flex Process Assistant
Resume:
Edelgrabiel Quinones
*** ******* ******, *******, ** 01040
Cell: 413-***-****
***********.********@*****.***
Profile
Versatile technical lead and team resource noted for clarifying complex concepts and systems, driving operational efficiency, and delivering exceptional customer service to facilitate collaboration with executives, peers, vendors, users, and clients. 2023 IT graduate poised for entry into Information Security field with broad network, systems administration, compliance, support, troubleshooting, and design/deployment skills. Adept at identifying vulnerabilities, developing robust security strategies, ensuring compliance with industry standards, and able to leverage technology to streamline processes and enhance productivity.
Core Qualifications
7 years customer service experience
5 years leadership experience
Problem-Solving and Troubleshooting
Team coordination
Exceptional communication skills
Team player mentality
Windows and Mac
Risk assessments
Information gathering
Analysis and reporting
Meticulous attention to detail
Professional Experience
Ops Process Assistant
03/06/2019 – Current
Amazon
Holyoke, MA 01040
Utilized pivot tables and V-lookups to identify trends using contrasting data sets, creating sustainable solutions and mechanisms. Use of beacon audits to create direct reports to determine departure times via data analysis (DSP OTD) for all vehicles exiting building.
Track vehicles on road using Cortex to determine who is behind or not showing an active status. Work with dispatchers of 7 different million-dollar third party companies to break down barriers of drivers, coordinate rescues, and ensure all packages are accounted for and verifying a successful delivery.
Work with cross-functional teams: IT department, Safety, Loss Prevention, Quality Assurance, and Human Resources to coordinate projects, implement training on new processes; software; hardware; and technologies, deep dive missing packages and technical errors, troubleshoot endpoints, and locate and mitigate risks and issues both physically and virtually.
Problem solves personnel and driver issues and errors. Troubleshoot and update applications, software, and hardware such as Dolphin (devices), Sesame (Application), Avery (Handheld tool), and Amazon Flex (Application). Resolving these issues to increase reliability, performance, save time and resources, and enhance user experience on all applications, software, and hardware. Training staff and drivers on to how to properly connect these devices and applications to the network and troubleshooting the device or application to create optimal use. Use of in-house mechanisms such as Outlook, PowerPoint, Excel, My Time (Kronos), Quick sight, and Tableau to monitor and drive business metrics.
Asset Management Registry: Use of Apollo software to create audits and reports of all endpoints that are used to register information on all customer packages and their status. Included in audits are asset type, model, characteristics, and its current condition and state. Using this tool was able to create a labeling system to improve tracking efficiency and facilitate identification and inventory management, creating asset visibility and accountability.
Use of ticketing system: AWS cloud version of ServiceNow and Jira. Assisted IT in the management of the ticketing system, effectively improving efficiency and accuracy of all device issues and reducing response time. Trained others in leadership on how to handle support requests and monitor tickets that contained site devices in the ticketing system.
Creating performance optimization by leveraging updates and enhancements, to improve overall company performance: Oversee hardware infrastructure and keep updates with latest technology. Setting up and running AWS ACME to run timed updates and patches on all hardware and devices connected to the network. Reducing the chances of vulnerabilities and increasing compatibility with new software, technologies, standards, and system updates.
Supervisor
10/1/2014 – 09/1/2016
Guidos Fresh Marketplace
Pittsfield, MA
Managed daily operations of the front-end (Checkout), overseeing a team of up to 10 employees.
Answered phone calls of customers, vendor, and management.
Utilized problem-solving skills to handle any client or customer concerns they had related to products, service, or transactions.
Tracked all transactions and conducted cashier balancing at end of each employee’s shift.
Identified and evaluated potential threats and vulnerabilities.
Designed training to increase security awareness throughout front-end operations.
Developed strong leadership and communication skills while coordinating with various departments, including purchasing, sales, and marketing.
Worked with loss prevention and demonstrated effectiveness of security controls such as surveilling security footage, and access controls to cash registers; secure storage areas; and manager offices (Key cards and PIN codes).
Implementing cash handling procedures to minimize theft and error.
Using cash register reports to conduct cash reconciliation, comparing cash recorded in register to actual cash on hand.
Worked with internal department and third parties to troubleshoot scanners and registers when issues arose.
Customer Solutions Expert
6/1/2007 – 5/1/2013
Sears
Holyoke, MA
Utilized effective communication and interpersonal skills to interact with customers and explain technical product features.
Demonstrated problem-solving skills while addressing customer concerns and resolving conflicts.
Resolved customer issues by providing guidance to match them with the correct product.
Developed a customer-centric approach, prioritizing customer satisfaction and building strong relationships.
Gave accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
Recorded details of inquiries or complaints to maintain up-dated records of customer interactions and transactions.
Always provided efficient and courteous service to customers.
Participated in ongoing training to enhance own jobs skills and knowledge.
Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
Performed risk assessments to help create optimal loss prevention and inventory management plans.
Maintained and tested corporate response plans.
Education
Associate of Information Security – Computer Science
2023
University of Maryland Global Campus
Adelphi, MD
Awards & Honors
Dean’s List: Fall 2021, Spring 2022, Summer 2022, Fall 2022, & Winter 2023
The National Society of Collegiate Scholars
Relevant Coursework & Projects
Problem solving and algorithm design: Hands-on practice in debugging, testing, and documentation through programming and algorithms.
Learned to evaluate, install, configure, maintain, and troubleshoot computer components and operating systems.
Conducted individual and teamed Capture the Flag (CTF) Challenges to assist in threat detection, incident responding, and organization resilience.
Use of Nessus and OpenVAS vulnerability Scanners to discover system and network weaknesses and vulnerabilities, generate and read reports by these two scanners, and report on scanner findings to stakeholders.
References
Cameron Randall – Amazon Flakes Osman – Amazon
Area Manager (Previous Manger) OpsTech I.T. (I.T. Engineer)
******@******.*** *****@******.***
Sean West Nicholas Garcia
Ops Manager (Current Ops Manager) Area Manger (Current Manger)
*******@******.*** ******@******.***
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