Experience

Amano

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Manager/ Q&A/Project Manager/R&D

  • Jun 2019 - Present

  Manage support staffHandle escalated callsCreate new version with developmentManage new developmentTest new developmentManage and process support contract paymentsAnd handled all responsibilities from previous Amano positions

• Technical Support Supervisor / Lead QA

  • Jan 2011 - Jun 2019

  Managed support agents for various time products for entire US country and Latin America. Required remote administration to various servers, virtual environments, MS SQL, & database management. Prepared technical documentaton for publication. Minimized call center wait times from over 1 hour to 5 minutes over a course of less then 6 months.· Trouble ticket management· Prioritize and manage conflicting and/or overlapping incidents· Work with development, dealers and business units to identify root cause problems· Communication to subordinates regarding current issues and past resolutions.· Establish and document processes and procedures

• Technical Support Technician

  • Jan 2007 - Jan 2011

  Specialized in software implementation, software support, & hardware installation. Required: networking, SQL db management, vm environments, firewall, WAN/LAN, shares/security. Documented support calls with tickets detailing work done and provided to other party. Managed & completed 350 IT projects in less than 4 years.· Project integration: prep, installation, training, testing· Management of backups· System patches and upgrades



Continental Airlines

• Airlines and Aviation
• 700 & Above Employee

• Customer Service Representative

  • May 2006 - Feb 2007

  Ensured safe, secure, & timely movement of baggage & cargo. Loaded, unloaded, & transferred contents for aircraft. Guided aircraft in & out of jet way. Ensured safe, secure, & timely movement of baggage & cargo. Loaded, unloaded, & transferred contents for aircraft. Guided aircraft in & out of jet way.



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Finance Analyst

  • 2002 - 2005

  Managed/trained TMobileAuctions.com users/accounts/participants. Processed cell site material/service orders. Prepared quarterly goals and forecast for cell site builds/performance. Managed/trained TMobileAuctions.com users/accounts/participants. Processed cell site material/service orders. Prepared quarterly goals and forecast for cell site builds/performance.