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| Position wanted: |
It specialist or team manager |
| Job category: |
AdministrativeComputerInformation TechnologyInstallationSupport/Help Desk |
| Objective and Resume Summary: |
|
Current address:
Heredia-Costa Rica
Jardines universitarios #2
Age: 27
Objective
To obtain a manager position; goal to lead and manage a Customer service or tech support staff
At Hp
Education
Computer Skills
Language Skills
Diplomas
Hp courses Time Management: Developing a Plan
Id: 503885
Applying the Coaching Process
Id: 501966
Building Relationships
Id: 501965
Communicating With Employees
Id: 501989
Statistical Process Control Workout WBT (Manufacturing Version)
Id: 506995
Recognizing and Assessing Low Performance
Leading and Motivating (Harvard ManageMentor10)
Career Management (Harvard ManageMentor10)
Team Management: High Performance Teams
1020991 dl320 g5p (cottonwood) web based training (wbt)
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502886 hp proliant ml350 g5 (harpertown quad core proc speedbump) web based training (wbt)
503859 proliant ml370 g5 will support new quad-core intel xeon 5400 series processors web based training (wbt)
Elms 28496 dl380 g4 (doublemint) web based training (wbt)
Elms 28051 ml310 g3 web based training (wbt)
Elms 28050 dl320 g4 web based training (wbt)
Elms 25584 ml370 g4 (melbourne Park) Web Based Training (wbt)
4850 Smart Array Controller Fundamentals Web Based Training (wbt)
28129 ** eCulture Initiative Training (Recorded) Web Based Training (wbt)
32127 Nff - Iss Memory Training Web Based Training (wbt)
32354 Hp ProLiant ML570 G4 Web Based Training Web Based Training (wbt)
31830 Hp ProLiant DL580 G4 Web Based Training Web Based Training (wbt)
30578 Kcs and how to use saw 3.0 web based training (wbt)
32458 wfm 5.5 web based training (wbt)
31827 hp proLiant ML350 G5 Web Based Training Web Based Training (wbt)
32884 Hp ProLiant ML370 G5 Web Based Training Web Based Training (wbt)
31828 Hp ProLiant DL380 G5 Web Based Training Web Based Training (wbt)
31825 Hp ProLiant DL360 G5 Web Based Training Web Based Training (wbt)
31826 Hp ProLiant DL140 G3 Web Based Training Web Based Training (wbt)
11599 Ip Console Switch, Service and Maintenance Web Based Training (wbt)
31829 Hp ProLiant ML150 G3 Web Based Training Web Based Training (wbt)
32476 Warranty Entitlement Standardized Processes for GSC Agents Web Based Training (wbt)
14860 ** Global Trade Export Cbt Web Based Training (wbt)
Rclwi Review Call logging Wi Web Based Training (wbt)
Rsdlci Review Service Delivery Logging Wi Web Based Training (wbt)
Rccwi Review Closing a Case Wi Web Based Training (wbt)
Rca1 Review Customer advisory Document Id: Ex010522_cw01 Note: The document id has changed to emr_na-c00833220-1 Web Based Training (wbt)
4360 Troubleshooting Fundamentals Web Based Training (wbt)
29143 Excellence in Service: Solving Customer Problems Web Based Training (wbt)
Rca2 Review Customer advisory Document c00677430 Web Based Training (wbt)
29445 Interpersonal Communication: Effective Communication Web Based Training (wbt)
29446 Interpersonal Communication: Listening Skills Web Based Training (wbt)
29144 Excellence in Service: Working with Upset Customers Web Based Training (wbt)
34028 Hp ProLiant ML110 G4 server Web Based Training (Build SATA RAID skills) Web Based Training (wbt)
36636 Hp ProLiant ML115 Server Web Based Training with FRU video web based training (wbt)
1021006 proliant ml 110 g5 web based training (wbt)
1021013 proliant ml310 g5 web based training (wbt)
38188 proliant dl580 g5 web based training (wbt)
1026626 hp proliant dl180 g5 web based training web based training (wbt)
1022731 hp proliant dl185 g5 server web-based training web based training (wbt)
1022733 hp proliant dl160 g5 server web-based training web based training (wbt)
1027140 hp proliant ml150 g5 web-based training web based training (wbt)
1037890 hp proliant dl120 g5 web based training (wbt)
Ilt kcs kcs instructor lead training (ilt)
Ilt dapu dapu training Instructor Lead Training (ilt)
Ilt Contracts Contract Dual Skilling Instructor Lead Training (ilt)
Ilt Dapu/csr Dapu/csr Training ( Instructor Lead Training (ilt)
Ilt Escheduler E-scheduler Instructor Lead Training (ilt)
Ilt Tco Tco impact on Csi Instructor Lead Training (ilt)
Ilt Iss Ent Iss Entitlement Training Instructor Lead Training (ilt)
Ilt P2p P2p Physical to ProLiant Utility Instructor Lead Training (ilt)
Ilt Ilo iLO Training instructor lead training (ilt)
Ilt w2k08 windows 2008 instructor lead training (ilt)
Ilt array array controller issues instructor lead training (ilt)
Secondary School : Colegio técnico Profesional de Heredia - C.E.A.R
Universidad national :MS Windows, Word, Excel, PowerPoint, Internet
Centro Intercultural Heredia (CR) - Centro college Dallas TX (USA):English as a second language
Fundación Centro de estudios Brasileños: Portuguese, currently studying
Institute of science degrees I.E.C.T:Computer technician, hardware, software
And building LAN conections (just started in a Linux course )
Universidad nacional: Lead forever (lideres por siempre)
Six flags great adventure New jersey: Cardio-Pulmonary Resuscitation (Cpr)
Awards
Employee of the month for outstanding performace: Six flags great adventure (Character restaurant)
For outstanding efforts: Hewlett - packard
For efforts during a system issue: Hewlett - packard
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| Skills: |
|
| Known languages (and levels): |
English-Very GoodSpanish-Very GoodOther: Portuguese
|
| Type of Employment wanted: |
Full TimePart Time
|
| Minimum Yearly Salary in Numbers: |
Unspecified
|
| Current Location: |
Costa Rica, San José |
| Education History, Qualifications & other additional information: |
| Level of Education: |
Tech School
|
|
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| Work History & Experience: |
| Years of Work Experience: |
5 to 7 Years |
Work
Experience
Six flags great adventure New jersey 2002 – 2003
-Lifeguard Department: Lifeguard: Responsibilities. Responsible for overseeing the safety of the users in the waterpark everyday
-Food Service (Character restaurant) Waiter: Responsibilities. Preparing tables for a meal, taking customers' orders, serving drinks and food, and cleaning up before, after and during servings in the restaurant also were working some days as a cashier then I got Promoted to the manager position.
Manager: Responsibilities. Take care of the daily funtioning of the restaurant, manage 19 employees of the restaurant, make sure every customer receive a good service, Calculate the amount of people needed for each activity everyday
And report all the situations to the general manager regarding staff, missing goods, undersupply of goods or oversupply of goods.
Fairmont Hotel Dallas TX 2003 (for 8 months)
-Banquets Department: Food runner Supervisor: Responsibilities. Coordinate with the food runners delivery food to differents halls all over the hotel, coordinate with the kitchen the pick up time for the food then make sure clen up all the halls after every event also calculate how many Food runners are need for every event and report it to the manager.
Riviera Hotel Heredia Cr 2003 – 2005
Front desk agent: Responsibilities. Customer service check in and check out of every guest and help them out with a plan vacations all over the country, then I got promoted to a front desk supervisor
Front desk supervisor: Responsibilities. Supervise the front desk agents and make sure they provide a good customer service, coordinate with differents travel agencies vacation packages and negotiate low prices for our customers, work with car rental companies to recommend the Hotel to their customers and vice versa. Assure that every guest have a very nice stay in the hotel also make sure we have enough hotel supplies otherwise call the suppliers an place an order. Make a report to the general manager.
SBG Global Telepublicidad Call center 2005-2006
Customer service and Bookmaking Departments: customer service Duties. Receive calls from customer to get an account with the company, make internet deposits,open accounts, close accounts, provide customers with password and accounts numbers. Bookmaking Duties. Receive calls from customers to place differents kind of wagers change them or cancel them.
Hewlett – packard 2006 – Present
Onsite coordination Department: Dispatch Agent. Responsibilities coordinates with the field
Technicians and customers, appoitments for hardware solutions (part replacement). Provide the field technicians with all the information regarding customer’s equipment issue, equipment models, customer location and all the technician’s requests in order to met customer expectations.
Then promoted to the Mentor position, as a mentor, monitor all the queues and the volume of calls to avoid calls waiting, make sure agents handle all the process at the right way otherwise set up a coaching or action plans session, with those who are missing processes and monitor improvements, help agent with all the questions they do have regarding differents cases also taking over of difficult calls from customers or technicians, make sure agents complete their duties, respect their breaks and lunch schedules, monitor schedule adherence, watch the order on the floor then give a detail report to the Manager with all those differents situations
ISS Industry standard servers
Proliant servers support
Off site Engineer: Responsible for providing remote support for Proliant Servers to HP end-users telephone support and e-mail on different servers models determine what issue is affecting the server replace parts if necessary in order to have the server up and running. Also Supporting EMEA customers (United Kingdom, Ireland and APJ customers (Singapore, Malaysia, Philippines etc.
Backline 1.3 Proliant Microsoft supporting HP onsite engineers that are onsite performing a replacement as well as front line agents from INDIA as second level engineer and work with them on escalations.
References
Available upon request |
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