Experience

Bitdefender

• Romania
• Software Development
• 700 & Above Employee

• Sales Development Representative

  • May 2023 - Present

  Miami-Fort Lauderdale Area



Experis

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Microsoft 365 Concierge Ambassador

  • Dec 2022 - May 2023

  Boca Raton, Florida, United States • Act as the customer's advocate for the entire support experience on the deployment, installation, configuration, and support of Microsoft 365 on various platforms such as Microsoft Defender, Billing, Exchange Online, SharePoint Online, Skype for Business, OneDrive for Business, Microsoft Teams, Intune, Azure Active Directory, etc. • Provide Microsoft 365 support to small business and enterprise-level customers via telephone, chat, email, and electronic services such as remote… Show more • Act as the customer's advocate for the entire support experience on the deployment, installation, configuration, and support of Microsoft 365 on various platforms such as Microsoft Defender, Billing, Exchange Online, SharePoint Online, Skype for Business, OneDrive for Business, Microsoft Teams, Intune, Azure Active Directory, etc. • Provide Microsoft 365 support to small business and enterprise-level customers via telephone, chat, email, and electronic services such as remote troubleshooting support. • Installation, configuration, and troubleshooting support of Microsoft 365 services and features on various customer platforms. • Responsible for efficiently managing the relationship with customers while accurately documenting ticket activity, details, and outcomes. • Communicate in a precise, meaningful, clear, and professional manner while matching the customers' technical knowledge and pace. • Respond and work on ticket requests and incidents utilizing the internal ticketing system. • Ensure accurate and timely resolution for the assigned workload. • Report trends, reoccurring problems, and software bugs to management. • Collaborate with other engineers to find solutions while maintaining customer perspective, including Support Engineers at different levels and technology areas. Show less



eXp Realty

• United States
• Real Estate
• 700 & Above Employee

• Real Estate Sales Associate

  • Mar 2020 - Sep 2022

  Boca Raton, Florida, United States • Effectively generated business through networking, lead generation, and prospecting, which helped the company to exceed revenue quota every year. • Promoted sales through marketing/social media campaigns, advertisements, cold calling, and listing services. • Built and maintained a robust sales pipeline. • Developed relationships and engaged with vendors to manage and close the sales pipeline. • Took ownership and connected with leads as soon as they came in through the different… Show more • Effectively generated business through networking, lead generation, and prospecting, which helped the company to exceed revenue quota every year. • Promoted sales through marketing/social media campaigns, advertisements, cold calling, and listing services. • Built and maintained a robust sales pipeline. • Developed relationships and engaged with vendors to manage and close the sales pipeline. • Took ownership and connected with leads as soon as they came in through the different lead generation channels. • Identified prospects’ needs and financial abilities by asking open-ended questions while explaining the process for selling or buying real estate and suggesting upgrades, and available programs that suit them. • Represented clients selling and purchasing property for the right price under the best terms. • Led buyers to loan officers to obtain pre-qualification or approval and helped them choose the best mortgage financing plan. • Determined the best-selling price strategy given current market conditions. • Upsell and leverage business from new and established customer relationships. • Organized and scheduled the home search process: ongoing updates, drive-bys, and showings of available properties. • Performed comparative market analysis, and other reports to estimate property value. • Prepared necessary paperwork (contracts for sale and purchase, leases, addendums, etc.) and reviewed them to ensure the legal and contractual compliance of transactions. • Worked efficiently to overcome objections by utilizing solution-selling techniques that led to successfully guiding the sales process to close. • Remained knowledgeable about real estate markets, best practices, and real estate laws. Show less



Experis

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Microsoft Office 365 Ambassador Manager

  • Dec 2017 - Dec 2018

  • Identified opportunities to upsell customers that were using limited Microsoft 365 plans and guided them through the process of upgrading their plans to a more complete one. • Provided direction and led efforts in a team of 30-40 remote ambassadors supporting Microsoft Office 365. • Facilitated team meetings to promote unified communication and understanding while ensuring the technical readiness of the team. • Managed the team to meet agreed-upon service levels based on… Show more • Identified opportunities to upsell customers that were using limited Microsoft 365 plans and guided them through the process of upgrading their plans to a more complete one. • Provided direction and led efforts in a team of 30-40 remote ambassadors supporting Microsoft Office 365. • Facilitated team meetings to promote unified communication and understanding while ensuring the technical readiness of the team. • Managed the team to meet agreed-upon service levels based on availability ensuring accurate and timely resolution for assigned issues. • Measured and reported team performance regularly. • Delivered corrective actions against required standards of behavior, conduct, and productivity. • Communicated customer perspective clearly and engage with clients as needed if a manager escalation was requested. • Managed shift-to-shift hand-off of open service requests, and escalations, including issues that could impact daily performance, issues, etc. • Achieved individual agent performance, development, and training through documentation, coaching, and personal development programs. • Accomplished team effectiveness through evaluation of continuing education, training, and technology enhancements. • Conducted high-level conversations with upper management to leverage training and improve workflows and processes. • Validated and audited the presence of all scheduled ambassadors and timekeeping records of the assigned team.

• Microsoft Office 365 Ambassador Lead

  • Dec 2015 - Dec 2017

  Boca Raton, Florida • Developed front-line team members as needed, to ensure timely resolution for assigned issues and increase performance. • Collaborated with support engineers at different levels, to find solutions to complex issues and serve as a technical escalation point if needed. • Generated reports utilizing Excel to keep track of measurable KPI metrics such as NSAT, Return Rate, CPD, etc. • Handled calls from disappointed customers who request to speak to a supervisor regarding Office 365… Show more • Developed front-line team members as needed, to ensure timely resolution for assigned issues and increase performance. • Collaborated with support engineers at different levels, to find solutions to complex issues and serve as a technical escalation point if needed. • Generated reports utilizing Excel to keep track of measurable KPI metrics such as NSAT, Return Rate, CPD, etc. • Handled calls from disappointed customers who request to speak to a supervisor regarding Office 365 issues or to provide feedback about Microsoft Products. • Reported issues with internal tools affecting the productivity of the team. • Help customers with Microsoft Office 365 workloads: Billing, Exchange Online, SharePoint Online, Skype for Business, Yammer, OneDrive for Business and assisted with migration from local Exchange and SharePoint on-premise server to Exchange and SharePoint Online.

• Microsoft Office 365 Ambassador

  • May 2015 - Dec 2015

  • Took ownership and worked on client’s service requests through completion. • Provided technical assistance to customers on the installation, configuration, and support of Microsoft Office 365 on various platforms such as Billing, Exchange Online, SharePoint Online, Skype for Business, Yammer, OneDrive for Business, Planner, Microsoft Teams, etc. • Built a relationship with customers while accurately documenting case details and outcomes. • Ensured accurate and timely resolution… Show more • Took ownership and worked on client’s service requests through completion. • Provided technical assistance to customers on the installation, configuration, and support of Microsoft Office 365 on various platforms such as Billing, Exchange Online, SharePoint Online, Skype for Business, Yammer, OneDrive for Business, Planner, Microsoft Teams, etc. • Built a relationship with customers while accurately documenting case details and outcomes. • Ensured accurate and timely resolution for assigned issues to decrease backlog and enhance customer satisfaction. • Reported software bugs, and customer suggestions to management. • Collaborated with other engineers to find solutions to complex scenarios.’ • Identified opportunities to upsell clients that were using limited Microsoft 365 plans and guided them through the process of upgrading.



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Manager for Office 365 Technical Support

  • Jun 2014 - May 2015

  Boca Raton, Florida • Managed a technical team of 30 engineers supporting Microsoft Online Services customers, Partners, and Syndication Partners in the LATAM region. • Audited and evaluated agents' monthly performances, including calls/emails. • Generated reports, and coached staff members to improve metrics. • Ensured that customers’ questions and incidents were resolved properly and quickly. • Guaranteed that issues were identified, tracked, reported, resolved, and escalated in a timely manner.

• Microsoft Office 365 - Support Engineer

  • May 2013 - Jun 2014

  Boca Raton, Florida • Provided technical support to Enterprises customers who have purchased or are evaluating Office 365 products. • Worked as part of a team utilizing skills to solve technical issues in various customer environments. • Documented client calls in the service request database; provided troubleshooting skills; lab replication and research difficult incidents; ensure client expectations are properly managed, and needs are resolved to the client's satisfaction promptly • Reported service… Show more • Provided technical support to Enterprises customers who have purchased or are evaluating Office 365 products. • Worked as part of a team utilizing skills to solve technical issues in various customer environments. • Documented client calls in the service request database; provided troubleshooting skills; lab replication and research difficult incidents; ensure client expectations are properly managed, and needs are resolved to the client's satisfaction promptly • Reported service incidents to be reproduced in an internal lab and escalated to the Software Engineering team for further resolution. • Provided assistance with installation, PowerShell, backup, setup, and general technical usage during critical situations, auto-discover configuration, Lync Online, Exchange Online, and Active Directory synchronization. • Recipient configuration (mailbox permissions, configuring mail forwarding, configuring shared mailbox).



Universidad de las Ciencias Informáticas

• Cuba
• Higher Education
• 400 - 500 Employee

• Business Analyst & Instructor of Software Engineering

  • Aug 2009 - Oct 2012

  Havana, Cuba • Worked as a liaison between the medical employees and the software development team, to capture the requirements for software design and creation. • Focused on Primary Health Care areas such as Epidemiology, Maternal, and Child health care to more specialized health services such as Radiology, Gastroenterology, and Nephrology. • Created artifacts such as Business Rules, Business Glossary, Business Use-Case Model, Business Analysis Model, Activity diagram, Collaboration Diagrams, State… Show more • Worked as a liaison between the medical employees and the software development team, to capture the requirements for software design and creation. • Focused on Primary Health Care areas such as Epidemiology, Maternal, and Child health care to more specialized health services such as Radiology, Gastroenterology, and Nephrology. • Created artifacts such as Business Rules, Business Glossary, Business Use-Case Model, Business Analysis Model, Activity diagram, Collaboration Diagrams, State diagram, Sequence diagram, Design class, UML component diagram, and UML Deployment diagram as part of the Software Development Life Cycle (SDLC). • Involved in the Software Testing Life Cycle (STLC), developing Test Plans, Test cases, Test Scenarios, and Traceability Matrix. • Helped developers identify and reproduce bugs in the Software. • Provided end-user support to health professionals at hospitals throughout the Implementation phase. • Instructed engineering students, to develop their educational profile in the software engineering field, ensuring a fast and interactive learning environment. • Tutored and assisted engineering students in the completion of their final thesis projects, which were focused on medical software. • Promoted to Professor Coordinator, to manage a team of 20 professors regarding their scheduling and holding meetings to discuss issues affecting students during their thesis completion. • Worked with software engineering standards like CMM (Capability Maturity Model). Show less