Technical Support Call Center

Esteban Guevara

***********************@*****.*** 574-***-****

Education

Bachelor of Science, Computer Science Minor: Small Business Management Indiana University, Bloomington, IN Technical Skills

• Programming & Related Tools: Python, Apache, Bash, MySQL, MongoDB, React, Scripting, C, C#, JQuery, SQL

• Web Development: JavaScript, HTML5, PHP, CSS, XML, JSON, WordPress, Wix, GitHub, Flask, ASP.NET Core

• Platforms: Salesforce, AWS, PowerShell, Cloudflare, Active Directory, Remote Desktop, Zendesk, Slack, Linux

• Miscellaneous: ServiceNow, VMware, DNS, Load Balancing, phpMyAdmin, CDN, SSL, SaaS, TCP, Asana, Jira, Citrix Work Experience

• Concierge Associate Technical Support Tier 2 Garner Health Remote September 2024 - May 2025 Provided tech support, & account management help, to members for their health insurance coverage reimbursement program

- Collaborated with subject matter experts, engineer team to triage account issues, via chat, email, Zendesk

• Senior Technical Support Advisor Anthology Remote June 2024 - September 2024 Resolve, troubleshoot, and manage complex technical issues for student customers through phone calls, chats, email and web tickets for Learning Management Systems. Utilized various internal knowledge bases to find information for IT Help Desk tasks.

- Researched solutions for effective ticket handling, while striving for one-call resolution, in a high volume call center.

- Utilized multiple platforms. Accurate documentation of calls. ServiceNow, Freshservice, VMware

• Technical Support Representative Rightworks Remote August 2023 - May 2024 Understand, troubleshoot, and resolve customer issues via phone. Efficiently answer and troubleshoot inbound customer calls in a high-volume call center. Monitoring your open cases, along with following up with the appropriate team and/or customer

- Documented calls to support internal knowledge base, utilized Salesforce ticketing system to strive for first call resolution

• Web Administrator IP Assets Technology Inc Remote June 2021 - June 2023 Involved much of the tasks of a full stack software developer, and of a cloud computing solutions architect for this start-up’s multiple products, including frontend & backend web application development, AWS management, and Server configuration. Managed all parts of the web hosting & cloud architecture, Technical Customer Support, developed documentation

- Ensured stability, availability of sites & backend/cloud environments. Incident Management. Server performance tuning

- Root cause analysis, Troubleshooting, resolving by triaging various issues, according to stack traces, log files, errors

- Hardened security measures. Implemented load balancing. Developed automation scripts for tools. QA testing

• Full Stack Software Developer Intern Articence Remote December 2020 - June 2021 Developed web applications for a start-up’s job-search website, which included: Front-end, Back-end development, and improvement of features for users, for selling products and services, completely from ideation to deployment

- Created responsive-design web pages & complex front-end features using approaches for optimizing UI/UX, SEO, KPIs

- Created SEO/marketing plans & implemented solution, worked alongside Marketing team, Iterated tasks quickly

- Measured and planned improvements for KPIs: Conversion rate. Developed database & backend application features

• Technology Consultant / Web Developer Intern Hope Project Remote October 2020 - December 2020 Developed E-Commerce sites using CMS, including WordPress, Wix, and WooCommerce, and utilized other CMS tools, while improving the online capabilities, and presence of multiple client businesses affected by Covid-19

- Used development/CMS tools to design and develop optimized E-Commerce sites. Trained clients, created documentation

- Managed CMS features and plugins from the CMS dashboard. Proposed and implemented additional features for improvement

- Performed as the Development Team Leader, led projects. Worked with Solution Architects & Project Management Teams

• Business Grant Reviewer Indiana Economic Development Corp Remote June 2020 - November 2020 Reviewed business financial information, analyzed business documents to reimburse expenses incurred during covid

- Data analyzation, & data tracking using visualization tools to build interactive dashboards, & custom reporting

- Database maintenance, content maintenance, email campaigns, automated email contact systems, strategic analysis Projects and Freelance Work

• Web Developer Prime North American Remote May 2024 - August 2024 Developed, maintained web applications, set up hosting, SEO for a small business with WordPress, HTML, CSS, JS

• Course Select Web Application Fall 2019

An application for students, & professors to create, manage & register to courses. Developed In small teams with Agile sprints.

- Tools Used: HTML5, XML, JavaScript, CSS, JSON, JQuery, PHP, ReactJS, NodeJS, MongoDB, NoSQL, Jira, RESTful API

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