Summary
Overview
Work History
Education
Skills
Websites
Hobbies and Interests
References
Languages
Timeline
Generic

Axel Apaza

Orange,California

Summary

Works well in challenging, fast-paced, high-stress and deadline-oriented environments individually or as part of a team. Proficient in project and operations management and digital technology as well as handling multiple high value projects with exceedingly high efficiency, accuracy and profitability; also heavily experienced with customer and employee relationships as well as technical support. Knowledgeable in creating detailed reports, documents and presentations. Focused on consistent quality work and a desire to simplify and innovate the daily operations of corporate culture in the pursuit of helping people. Energetic personality, strong team leadership and a passion for personal growth and connecting with people.

Overview

6
6
years of professional experience

Work History

Technical Project Coordinator

Imagine USA
10.2022 - 11.2024
  • Responsible for the creation, management, and completion of cases related to the support department, also contributing to the completion of cases by solving tier 1 tech support issues, resulting in a 20% increase in case completions
  • Utilize remote access and remote control softwares to run program installations and troubleshooting of softwares sold by the company, which includes changing configuration files and lines of codes
  • Demonstrated leadership by making improvements to case organizations and actively following up on old cases to create a 20% reduction in open inactive cases
  • Work successfully with different departments to accomplish goals and address issues related to our products
  • Scheduling technicians to assist clients remotely for technical issues
  • Collect data from vendors and senior technicians to determine exact costs of a project to then quote clients and handle payments
  • Taking and responding to high volume of calls and emails from clients, technicians and vendors
  • Maintained personnel records and updated internal databases to support document management.
  • Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
  • Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
  • Created and managed project plans, timelines and budgets.

Field Service Project Manager

Parcel Pending by Quadient
01.2021 - 09.2022
  • Utilized multiple software platforms and databases, specializing in troubleshooting and fixing software and hardware of company's products, to prepare necessary documentation and reports, and keep strong communication between different departments
  • Managed a wide range of projects including but not limited to: rust remediation, internet issues, damaged parts repairs/replacements, locker installations, software updates and/or removals, firewall issues, system failures, power issues, etc
  • Initiated in self assigning 20% of overall projects and cases, working with and coordinating third party vendors and internal departments to complete tasks on a timely schedule within budget
  • Managed an average of 6 tech visits daily, contributing to a 20% decrease in departmental task backlog
  • Acted as a primary point of contact for technicians, IT specialists, and customer support managers, supporting issue resolution and customer advocacy which led to a 40% reduction in escalated issues or supervisor requests
  • Facilitated seamless handoffs between phases of service projects, ensuring consistent alignment on objectives and deliverables across teams involved in each stage of the workstream.
  • Collaborated with cross-functional teams, optimizing the use of resources for effective project management.

Lead Service Technician

Screenmobile of Fontana
01.2019 - 12.2021
  • Assembled and installed screening products for customers, representing the company with in person interactions including communicating with customers about scope of work and cost estimates
  • Prioritized customer service, which led to a 90% increase in returning customers
  • Direct efforts resulted in contributing 70% of profits of the year 2021, the company surpassing its projected profits
  • Utilized operating systems such as RazorSync and Salesforce for scheduling, invoicing and processing payments
  • Provided exceptional customer service by clearly communicating timelines, expectations, and results throughout the entire service process.
  • Enhanced team productivity, conducting thorough training sessions for new technicians.

Education

GED - General Studies

Rancho Santiago Community College
Santa Ana
06.2018

Skills

  • Software Troubleshooting
  • Project Management
  • Hardware Troubleshooting
  • Relationship Management
  • Client Service & Satisfaction
  • Operational Administration
  • Installations & Servicing
  • Documentation & Reporting
  • Team Training & Development
  • Microsoft Office Suite
  • Salesforce
  • SQL & Terminal
  • Software Diagnosis
  • Technical Visits Management
  • Project Coordination
  • Case Management
  • Vendor Communication
  • Cross-functional coordination
  • Programming
  • Schedule oversight
  • Problem-solving abilities
  • Workflow Management
  • Project management software

Hobbies and Interests

I love reading and am incredibly passionate about my personal growth. I am always learning ways to grow myself and be better in all areas of my life.

References

  • Matthew Pendleton, Screenmobile of Fontana, mattp@screenmobile.com
  • Sebastian Bila, Parcel Pending by Quadient, Sebastian.Bila@yahoo.com

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Technical Project Coordinator

Imagine USA
10.2022 - 11.2024

Field Service Project Manager

Parcel Pending by Quadient
01.2021 - 09.2022

Lead Service Technician

Screenmobile of Fontana
01.2019 - 12.2021

GED - General Studies

Rancho Santiago Community College

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Axel Apaza