Customer Service Information Systems
Resume:
Christian R. Echavarria
Pensacola Fl 32514
******@*****.***
Summary
A highly capable IT professional with years of experience and proficiency in bilingual customer service and performing troubleshooting on technical issues.
Education
Bachelor of Science in Computer Information Systems, December 2001
University of West Florida, Pensacola, Fl
Associate of Arts in Computer Information Systems, May 1999
Pensacola State College, Pensacola, Fl
Employment History
Capgemini, Pensacola FL -- April 2018 to Present
Software Support (September 2020 to present)
Implementation of LM1/Clean-Trace software and database configuration.
Support on database maintenance including backup, recovery, and migration.
Communications with customers via phone and emails.
Troubleshooting related to technical and functionality issues.
Entry and tracking of tickets via Salesforce and Remedy.
Reporting and analysis on case counts, frequency, and trends.
Provides training to new members and knowledge base documentation.
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Service Center Analyst / Telecom Specialist (April 2018 to March 2020)
Process trouble tickets utilizing My Service Now and Salesforce ticketing tool.
Assist users on basic and advanced software/hardware computer issues via phone calls, instant messages, and emails.
Support effectively network’s issues related to VPN/Wireless/Remote Desktop and MS Exchange.
Install software remotely to users’ machines via MS Teams, TeamViewer, and AnyDesk.
In charge of the Telecom department by managing Webex accounts and processing smartphones orders in Verizon and AT&T for users.
Perform monthly reports to assist management with cost analysis and assist the company to reuse communication devices to lower expenses.
Mediacom Communications, Gulf Breeze FL -- March 2017 to April 2018
Internet Tech Support Representative
Evaluated and provided customers’ accounts with better billing solutions for them and the company.
Diagnosed and resolved technical hardware and software issues regarding Cable TV, Internet connectivity and VOIP services.
Processed inbound calls using designated ticketing tool and troubleshooting software.
Offered alternative solutions, when appropriate, with the objective of retaining customers’ business.
The UPS Store, Pensacola FL -- December 2015 to March 2017
Customer Service Associate
Packed contents for shipping using company established products and procedures.
Operated programs such as Point of Sale, CMS and Microsoft Office.
Provided service of printer/copier, fax machines, binding equipment.
La Hacienda Mexican Restaurant, Pensacola, FL – July 2004 to December 2015
Restaurant Server
Provided a good meal experience to customers and processed payments.
Institute for Human and Machine Cognition, Pensacola, FL -- January 2000 to June 2004
Tester and Beginner Programmer
Debugged and tested software before sending reports to programming team.
Developed the initial stages of web pages to be reviewed by senior developers.
Implemented and tested modules for Concept Map Tool Project, an interactive tool for educational purposes, using C++ and Java.
Certifications & Skills
CompTIA A+.
Proficient in Microsoft Windows 2000, XP, 7, 10, and 11.
Knowledge of Microsoft Office 365, Active Directory, IBM Tivoli, SAP, Maximo, Webex, CyberArk, Salesforce, ServiceNow, SQL Server Management Studio.
Basic understanding of Object-Oriented Languages such as C/C++ and Java.
Proficient oral and written communication skills in both English and Spanish, basic Portuguese.
Contact this candidate