Experience

Hyperwallet

• United States
• Financial Services
• 1 - 100 Employee

• Business Training and Development

  • Aug 2019 - Present

  • Facilitate product training classes for contact center new hires. • Deliver virtual training workshop sessions in coordination with the Implementation Team and Sales department, for newly onboarded clients. • Maintain personnel with a strong and up to date understanding of the system, applications, products, member services and administrative functions required for business needs. • Lead trainer initiation or train-the-trainer certifications ensuring the candidate can… Show more • Facilitate product training classes for contact center new hires. • Deliver virtual training workshop sessions in coordination with the Implementation Team and Sales department, for newly onboarded clients. • Maintain personnel with a strong and up to date understanding of the system, applications, products, member services and administrative functions required for business needs. • Lead trainer initiation or train-the-trainer certifications ensuring the candidate can deliver and evaluate product learning based on the Hyperwallet training standards. • Document, maintain, cross-reference, and verify internal training procedures.

• Bilingual Customer Service Specialist

  • Apr 2018 - Aug 2019

  - Assist customers with product information and inquiries, including sign up, navigation, and tracking of requests to their solutions. - Support delivered in English and Spanish to customers, financial institution and business partners through telephone, chat and email. Logging detailed information into the tech support system.



Dynaworx

• IT Services and IT Consulting
• 1 - 100 Employee

• Helpdesk Technician

  • Jul 2016 - Apr 2018

  - Serviced end-users’ workstations/laptops from hardware/software installation to on-site deployment. - Provided L1 and L2 support for customers via phone, email, and on-site to diagnose, repair and upgrade hardware/software systems. - Reported the progress of on-site customers’ inquiries through a CRM software. - Researched and document complex IT challenges and their corresponding resolutions. - Escalated to third-party specialists for additional troubleshooting… Show more - Serviced end-users’ workstations/laptops from hardware/software installation to on-site deployment. - Provided L1 and L2 support for customers via phone, email, and on-site to diagnose, repair and upgrade hardware/software systems. - Reported the progress of on-site customers’ inquiries through a CRM software. - Researched and document complex IT challenges and their corresponding resolutions. - Escalated to third-party specialists for additional troubleshooting assistance. - Provided after-hours on-call support and perform post-resolution follow-ups. - Implemented data centre strategic schemes along with senior specialists. - Responsible to support: Linux (CentOS, Ubuntu), Windows (XP/7/8/10), Windows Server (2003 or newer), Active Directory, MS Office (Word, Excel, Access, PowerPoint, and Project), e-mail apps, Internet browsers, Antivirus/Antimalware apps, VMware ESXi, NAS units, DNS/DHCP, TCP/IP, VPN, remote desktop, firewall configurations (pfsense, cisco) and wireless communications. Show less - Serviced end-users’ workstations/laptops from hardware/software installation to on-site deployment. - Provided L1 and L2 support for customers via phone, email, and on-site to diagnose, repair and upgrade hardware/software systems. - Reported the progress of on-site customers’ inquiries through a CRM software. - Researched and document complex IT challenges and their corresponding resolutions. - Escalated to third-party specialists for additional troubleshooting… Show more - Serviced end-users’ workstations/laptops from hardware/software installation to on-site deployment. - Provided L1 and L2 support for customers via phone, email, and on-site to diagnose, repair and upgrade hardware/software systems. - Reported the progress of on-site customers’ inquiries through a CRM software. - Researched and document complex IT challenges and their corresponding resolutions. - Escalated to third-party specialists for additional troubleshooting assistance. - Provided after-hours on-call support and perform post-resolution follow-ups. - Implemented data centre strategic schemes along with senior specialists. - Responsible to support: Linux (CentOS, Ubuntu), Windows (XP/7/8/10), Windows Server (2003 or newer), Active Directory, MS Office (Word, Excel, Access, PowerPoint, and Project), e-mail apps, Internet browsers, Antivirus/Antimalware apps, VMware ESXi, NAS units, DNS/DHCP, TCP/IP, VPN, remote desktop, firewall configurations (pfsense, cisco) and wireless communications. Show less



Emerson

• United States
• Industrial Machinery Manufacturing
• 700 & Above Employee

• Field Services Engineer

  • Jan 2011 - Feb 2014

  - Responsible for the integration and commissioning of the Distributed Control System (DCS) Ovation, including product support during the construction phase and after the project culmination. - Executed the administration of Ovation DCS/SCADA systems including monitoring, troubleshooting, and preventive maintenance of electronic components for control such as PLCs, controllers, I/O modules, workstations, switches, routers, and industrial protocol links (GSM, Modbus TCP/IP, Modbus RTU… Show more - Responsible for the integration and commissioning of the Distributed Control System (DCS) Ovation, including product support during the construction phase and after the project culmination. - Executed the administration of Ovation DCS/SCADA systems including monitoring, troubleshooting, and preventive maintenance of electronic components for control such as PLCs, controllers, I/O modules, workstations, switches, routers, and industrial protocol links (GSM, Modbus TCP/IP, Modbus RTU, DNP3 TCP/IP, DNP3 RTU, IEC 60870-5 and OPC). - Modified HMI graphics, control sheets, and system’s database to comply with the applicable installation procedures and standards to meet the project’s requirements. - Completed site performance test check-sheets in accordance with the functional specifications stated in the project scope. - Effectively conciliated the communication between the customer’s engineering staff and Emerson’s engineering department.

• Intern

  • Apr 2010 - Dec 2010

  - Project’s specifications translation from English to Spanish and from Spanish to English. - Document’s control and Auxiliary in the generation of purchase orders.



Soy RobotiX

• Mexico
• Primary and Secondary Education
• 1 - 100 Employee

• Instructor

  • Aug 2010 - Dec 2010

  - Worked as Robotics’ instructor for Primary school children. - Worked as Robotics’ instructor for Primary school children.