ARMANDO SANCHEZ CARTAGENA
Summary
Experienced Information Technology professional and 12-year US Army Veteran with an Active Secret Clearance. Skilled in logistics from military experience and deeply passionate about the IT industry. Recently completed the Computer User Support Specialist program at ACI Learning to strengthen readiness for IT roles. Actively working towards certifications in ITIL, A+, Network+, and Security+ to enhance expertise in the field.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Technician
S2Technologies, Mission Command Support Center
09.2024 - Current
- Provided exceptional technical support and troubleshooting for hardware and software issues, enhancing customer satisfaction.
- Managed help desk operations, utilizing Active Directory for user account management and issue tracking.
- Documented technical processes and solutions, improving team efficiency and knowledge sharing.
- Collaborated with cross-functional teams to resolve complex IT problems, ensuring timely service delivery.
- Trained and mentored new staff on customer service protocols and technical procedures, fostering a knowledgeable team environment.
MOS: 88M (Motor Transport Operator)
US Army
04.2022 - 02.2024
- Operated and maintained a variety of military vehicles, ensuring optimal performance and adherence to safety protocols, while utilizing GPS and navigation systems for efficient route planning.
- Collaborated with cross-functional teams to coordinate transportation logistics, ensuring timely delivery of personnel and equipment in high-pressure environments.
- Developed and maintained comprehensive documentation of transportation operations, utilizing data management tools to streamline reporting and compliance with military regulations.
Medicare Advantage Sales Agent
Apple One Temp, Optum
08.2021 - 01.2022
- Utilized CRM software to manage client relationships and track sales performance, resulting in a 20% increase in customer retention and satisfaction.
- Collaborated with cross-functional teams to streamline the enrollment process, implementing technology solutions that improved efficiency and reduced processing times.
- Maintained up-to-date knowledge of Medicare regulations and industry trends, utilizing online resources and databases to ensure compliance and provide accurate information to clients.
Service Logistics Co-Manager
Airlogix LLC
08.2020 - 08.2021
- Analyzed fleet management data to improve resource allocation and technician routing, leading to a 25% increase in service call efficiency. Integrated data analytics tools to optimize logistical planning and reduce response times.
- Implemented IT systems to automate fleet tracking, route optimization, and real-time updates, improving coordination.
- Oversaw the completion of 500+ service calls per month, ensuring that 95% of calls were completed within the scheduled time-frame.
Loan Customer Service
Atento PR (BBVA Compass)
11.2019 - 07.2020
- Monitored hundreds of loans via IT platforms, ensuring real-time updates and improved accuracy.
- Guided customers in using self-service portals for loan tracking, info updates, and payments, reducing support calls by 15%.
MOS: 88M (Motor Transport Operator)
US Army Reserves
04.2011 - 05.2019
- Used real-time data systems to optimize transportation routes and reduce travel times for personnel and equipment transport by 18%. Leveraged GPS and logistics software to provide real-time updates and rerouting capabilities.
- Trained logistics teams on the use of IT-based fleet management and logistics platforms, resulting in a 20% improvement in overall operational efficiency. Ensured team proficiency in GPS tracking, vehicle diagnostics, and route optimization tools.
Education
Computer User Support Specialist Program
ACI Learning Tech Academy
10.2024
Associate of Applied Science - Computer Science
Pikes Peak Community College
Colorado Springs, CO05-2027
Skills
- Troubleshooting
- TCP/IP, LAN, WAN, VLAN, VPN, VOIP
- Conflict Management
- Active Directory
- Operating Systems
- Data Backup
- Ticketing System
- Customer Service
- Microsoft Office 365
- Call Center Triage
- Identify Security Threats
- Hardware Maintenance
- Hardware troubleshooting
- Documentation and reporting
Certification
- Cisco: Introduction to Cyber Security (Completed)
- CompTIA A+ (In Progress)
- CompTIA Security+ (In Progress)
- CompTIA Network+ (In Progress)
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service Technician
S2Technologies, Mission Command Support Center
09.2024 - Current
MOS: 88M (Motor Transport Operator)
US Army
04.2022 - 02.2024
Medicare Advantage Sales Agent
Apple One Temp, Optum
08.2021 - 01.2022
Service Logistics Co-Manager
Airlogix LLC
08.2020 - 08.2021
Loan Customer Service
Atento PR (BBVA Compass)
11.2019 - 07.2020
MOS: 88M (Motor Transport Operator)
US Army Reserves
04.2011 - 05.2019
Computer User Support Specialist Program
ACI Learning Tech Academy
Associate of Applied Science - Computer Science
Pikes Peak Community College
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