Tier Ii Help Desk
Resume:
Johnny Inguanzo
Tier II Tech
***** * ********** ** ********, AZ 85392
******.********@*****.***
OBJECTIVE
To obtain a position where my experience can be utilized to improve customer satisfaction, inspire, and make a positive contribution to an elite organization while modernizing our environment.
EDUCATION —
EXPERIENCE
Montwood High School Diploma
Devry University Multimedia Design & Development
Technology experience: Windows and IOS Troubleshooting. Programs: Microsoft, Adobe, Avaya, Cisco Secure Client. General Html, CSS, Python, and App development.
Trilingual: Spanish Sign Language English
Computer science languages: Python, CSS, Java, Microsoft Office, Help desk, Windows, IOS.
Tech Support Tier II
Valor Global December 2023 to Current
Business Tech expert who handles problem resolution which may require follow-up and/or escalation tickets. Showing empathy while multitasking through troubleshooting tools. Meeting metrics and encouraging customer loyalty. Work efficiently with multiple applications and computer screens simultaneously while being a team player and creatively motivating peers and customers.
Tech Support RA Tier IIII
Cruise April 2022 to December 2023 Remote Assist to develop innovative solutions to test functionality of Autonomous Vehicles. Respond and coordinate solutions with multiple trams and departments to troubleshoot or resolve a human AV interaction. Collaborate with engineers to test programing and navigations to create a human like experience with the AV. Report data that occur and assist with navigating AV remotely. Assist and revolve any Tier II or III RA Escalations. Ability to collect data, define problems, and draw valid conclusions while multitasking through various programs, monitoring various AV’s at once and instinctively provide solutions to avoid any hazards or accidents in multiple cities.
Remote Web Support Tech
Maximus May 2019 to April 2022
Utilizing customer service to troubleshoot Medicare/Medicaid/Marketplace inquiries via web chat. Respond to inquiries within departmental staff and time parameters. Manage insurance balances and resolve claim denials. Report data that occur and assist with medical coding resolutions. Ability to collect data, define problems, and draw valid conclusions while providing excellent written and verbal communication skills. Working independently, remotely, and meeting timelines while adhering to HIPAA guidelines.
Content Moderator QA
Cognizant August 2018 to March 2019
Securing and protecting the world from disruptive and disturbing content in real time. Subcontracted through two social media platforms Facebook and Instagram to report, omit, and escalate content and create a safe and productive online community around the world. Promoted to Quality Assurance 6 months into my position. Guiding and monitoring reports, escalations, and content for both users and moderators. Extreme knowledge and ability to differentiate between policy both legally and platform guidelines. Coaching CM’s from jobs and flags raised within content.
Tier III Bilingual Customer Payment Manager
Progressive Leasing October 2015 to August 2018
Empathetically communicate with customers to help them achieve positive financial stability and identify collection opportunities. Multitasking through solutions, programs, and options to resolve the delinquency and set an affirmative plan to bring the customer in a positive standing and resolve billing issues through internal accounts receivable software. Build, coach, and guide 12 bilingual specialist to a dynamic team. Deescalate customer frustrations and concerns in an inspiring manner. Uphold the team to metrics, KPI’s, and adherence while providing feedback through 1on1 and team meetings building creative motivation.
Contact this candidate