Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline

Angelo Restrepo

Athens

Summary

Experienced professional with an associate degree in Information Technology and 16 plus years of experience in customer service and technical support, including help desk and application support.

Equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Telematics Technical Support

Carrier
02.2021 - 03.2025
  • Provided 2nd-level support via email, teams, and incoming and outgoing calls.
  • Self-motivated, with a strong sense of personal responsibility.
  • Communicate planned system maintenance and outages through the use of Emma.
  • Responsible for weekly team meetings with the outsource partner to go over the progress of the escalated cases.
  • Occasional training on the website platform for dealer users.
  • Ran test on simulator system when new firmware was released for correcting bugs on PT6000.
  • Performed Arriba PO in order to pay for company expense.
  • Monitor system alerts through New Relic
  • Worked effectively in fast-paced environments.

Product Support Analyst I

Incomm
06.2018 - 02.2021
  • Provided 2nd-level phone support via incoming calls.
  • Worked with account managers on healthcare-related cases.
  • Logged cases through ServiceNow previously Salesforce.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Collaborated with cross-functional teams to improve product features based on customer feedback.

Application Support

D+H (Fundtech)
05.2015 - 05.2018
  • Provided international support for proprietary SWIFT products: TurboSwift, GMP, and IGTplus.
  • Supported both thick client and web-based clients.
  • Implemented network changes to the application along with 3rd party integration of SWIFT.
  • Researched and investigated all MT (message types) for SWIFT.
  • Maintained instances of the application on several servers for both Production and Test (UAT).
  • Created, updated, and closed cases using Salesforce and Outlook.
  • Created users, user reports, and performed password resets.
  • Monitored traffic to and from SWIFT.
  • Supported FileAct, Store N Forward, FINN Real-time and RMA messages.
  • Ensured compliance with industry standards by regularly reviewing policies and procedures related to application support.

Technical/Customer Support

Information Access Technology
08.2009 - 05.2015
  • Provided technical support for financial institutions and performed collections duties.
  • Supported proprietary software and performed server maintenance.
  • Maintained and handled service and configuration requests via email and phone.
  • Coordinated and trained new hires and customers on software usage.
  • Mentored new hires, helping them quickly acclimate to their roles as Technical Customer Support Specialists.

Education

Associate Degree - Business Administration, Information Technology

American Intercontinental University, Schaumburg, IL
01.2003

Skills

  • Strong Troubleshooting Skills
  • Team Management & Training
  • Windows/Linux/macOS Sierra
  • Office Suite/Office 365
  • Arriba
  • Dependable and responsible
  • Bilingual Spanish/English
  • VPN Technical Support
  • Adobe Creative Cloud
  • Confluence & Jira
  • API
  • Dbase Database
  • SalesForce
  • SharePoint
  • Certified in A
  • New Relic
  • JIRA
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving

Certification

  • A+ Computer Technician Training - 2005

Languages

English
Native or Bilingual
Spanish
Full Professional

Timeline

Telematics Technical Support - Carrier
02.2021 - 03.2025
Product Support Analyst I - Incomm
06.2018 - 02.2021
Application Support - D+H (Fundtech)
05.2015 - 05.2018
Technical/Customer Support - Information Access Technology
08.2009 - 05.2015
American Intercontinental University - Associate Degree, Business Administration, Information Technology

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Angelo Restrepo