William Oquendo
UI / Graphic Designer
Washington D.C.,DC
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Talent Support Specialist
Casting Networks
05.2022 - 06.2023
- Customer support role helping to onboard new talent to various projects or roles in the television and entertainment industry
- Worked to resolve customer issues, update payment information and maintain a record of recurring issues
- Worked with the Customer Success agents to identify talent pain points of the Casting Networks website and project data board
- Answering and resolving a high number of calls and tickets using ZenDesk to work support tickets.
Systems Analyst / Content creator
NBCUNIVERSAL
09.2019 - 05.2020
- I collaborated with various departments in the Mobile Applications and Web divisions to update and maintain media content and data for the shows and programs of NBC and then added shortly after, Telemundo
- As a Server Administrator during the “Live Eliminations nights on NBC’s The Voice I maintained server integrity to avoid a system shutdown
- I communicated with viewers to facilitate questions and other various requests, or comments submitted by fans on various Daytime, Primetime and Late-Night TV news or talk shows for both networks.
Technical Support and Onboarding Implementations Specialist
08.2016 - 08.2019
- As a Technical Support Specialist for VEEZI ticketing POS System, Vista Entertainment’s POS system for small and privately owned movie theaters, I collaborated with the Sales and Software Development teams to resolve customer product issues and assist in the problem resolution by remotely diagnosing and then patching or correcting the software issue
- I built and established lines of communications and relationships to ensure customer loyalty and provide Top Tier Customer Service
- Performed repairs and software updates and upgrades to the movie ticket and theater concession POS system
- Trained theater staff and shareholders on the software or updates to the VEEZI System.
Education
B.S. Zoology -
Skills
- Fluent in 3 Languages English, Spanish, and German
- Proficient in Windows and Apple OS
- Extensive experience in customer service and conflict resolution
- Technical assistance
- Knowledge management
- Support Services
- Training and coaching
- iOS and Windows expertise
- Online Chat Support
- Customer Service
- Account Administration
- Excellent Communication
- Collaborative Team Player
- Application support
- Empathy and patience
- Mobile Device Support
- User Support
- User Training
- Technical Troubleshooting
- Application installations
- Account management
- CRM
Availability
Available immediately
Certification
- Principles of Ux/UI Design, GOOGLE - 2023
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
German
Elementary
Timeline
Talent Support Specialist - Casting Networks
05.2022 - 06.2023
Systems Analyst / Content creator - NBCUNIVERSAL
09.2019 - 05.2020
Technical Support and Onboarding Implementations Specialist -
08.2016 - 08.2019
University of Michigan - Ann Arbor - B.S. Zoology,
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