Andrea Valdez
Greater Burlington Area,Vermont
Summary
Technical SaaS App Support professional with an interest in new trends in software, Blockchain Technology and AI. Career track includes Technical Customer Support, Sales and Account Management. Prior work experience and certifications in technology include SQL, OOP Software Development, and Prompt Engineering. Delivers strong analytical, collaborative skills along with soft skills and cross cultural experience.
Overview
9
9
years of professional experience
Work History
APPLICATION SUPPORT TECHNICIAN
VERMONT SYSTEMS, INC.
02.2020 - 09.2023
- Assisted municipal, military, and university recreation centers across the country in a technical support role with troubleshooting and navigating recreation and childcare software RecTrac and WebTrac.
- Set up no-code processes/ applications on company's proprietary software to fit customer's needs.
- Select and manage cases in a high-volume and fast-paced environment resolving issues ranging from balancing reports to customizing individual website setups for customer’s needs using the program’s logic and the internal product knowledge base as well as via team collaboration.
CUSTOMER SERVICE- GATE
AMERICAN AIRLINES
02.2020 - 01.2021
- Assisted passengers with their ticketing questions, rescheduling, updating seating and baggage claims
- Assisted with inbound and outbound flights to BTV and boarding and unboarding of passengers.
COMMERCIAL LINES ACCOUNT MANAGER ASSISTANT
CHEESMAN INSURANCE GROUP
06.2019 - 09.2019
- Supported 2 Senior Commercial Lines Account Managers with their daily tasks, and managed a set of Personal Lines client accounts
PERSONAL LINES ACCOUNT MANAGER
NFP
03.2019 - 06.2019
- Took over the list of accounts from an account manager that left the company, which entailed establishing connections with the personal lines clients that had already formed a connection with the previous account manager
PERSONAL LINES CLIENT ADVISOR
DEALER POLICY / WINOOSKI INSURANCE
01.2018 - 09.2018
- Produced auto, home, and renters’ policies remotely/via video calls, from the office
- Recognized for team selling most policies
DISTRIBUTOR MANAGER
VERMONT INFORMATION PROCESSING
08.2014 - 09.2017
- Validated sales, inventory, and outlet data for a number of beverage distribution accounts across the country
- Resolved issues with each distributor’s sales, inventory, and outlet files and data reporting
- Collected, balanced, and organized data
- Employed SQL to query database files
- Acquired practical knowledge of supply chain processes during this role due to the three-tier system laws governing the sale and distribution of alcoholic beverages
Education
Bachelor of Science - Psychology
Universidad Catolica De Santa Maria
Arequipa, Peru11.2005
Skills
- SaaS Application Support
- Account Management
- JavaScript
- HTML
- CSS
- Nodejs
- SQL
- Prompt Engineering
- Support Documentation
- Basic knowledge of Multi-Cloud
- Knowledge of Blockchain and Web3
- Cross-department collaboration
- Salesforce
- Technical documentation
- Quality assurance
- Python
Languages
English (Native/ bilingual)
Spanish (Native / bilingual)
Portuguese (working proficiency)
Education Certifications
- Burlington Code Academy 2020 Bootcamp, Full Stack Software Developer
- UCSM, Arequipa, Peru, Psychology
- ITAR - Information Technology Apprenticeship Readiness, Application Support Rep
- Prompt Engineering, Udemy
- Master Prompt Engineering with ChatGPT, Udemy
- Software development, JavaScript, Burlington Code Academy, a.k.a, Upright Education
- Software Application Support Specialist, ITAR, Vermont HITEC apprenticeship
Personal Information
Title: SaaS APPLICATION SUPPORT PROFESSIONAL
Timeline
APPLICATION SUPPORT TECHNICIAN
VERMONT SYSTEMS, INC.
02.2020 - 09.2023
CUSTOMER SERVICE- GATE
AMERICAN AIRLINES
02.2020 - 01.2021
COMMERCIAL LINES ACCOUNT MANAGER ASSISTANT
CHEESMAN INSURANCE GROUP
06.2019 - 09.2019
PERSONAL LINES ACCOUNT MANAGER
NFP
03.2019 - 06.2019
PERSONAL LINES CLIENT ADVISOR
DEALER POLICY / WINOOSKI INSURANCE
01.2018 - 09.2018
DISTRIBUTOR MANAGER
VERMONT INFORMATION PROCESSING
08.2014 - 09.2017
Bachelor of Science - Psychology
Universidad Catolica De Santa Maria
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