Dubraska Viscaino
SARASOTA,United States
Summary
Proactive, high adaptable Systems Engineer professional with extensive experience in the Venezuela petroleum industry (PDVSA) at the Information Technology Management department providing quality customer service, technical support, and inventory control. Also experienced as a Gate Agent and Customer Service Agent the Worldwide Flight Services, demonstrating strong interpersonal skills, crisis management, and a commitment to customer satisfaction in fast-paced environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Gate Agent/Customer Service Agent
Worldwide Flight Services
01.2024 - Current
- Managed passenger check-in by verifying customers' travel documentation.
- Assisted customers with ticketing and baggage check-in requirements.
- Tagged and transferred baggage from scales to designated conveyor belt.
- Utilized company software efficiently for ticketing transactions, processing payments securely while maintaining accurate records.
- Participated in ongoing training opportunities to stay updated on industry best practices and enhance overall job performance.
- Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
- Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
- Streamlined gate operations for timely departures and minimized delays.
- Worked closely with security staff to swiftly resolve safety issues at the gate.
- Communicated essential safety guidelines effectively during pre-boarding announcements.
- Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
IT Support
Petroleum of Venezuela, S.A. PDVSA
11.2007 - 12.2018
- Provided technical support and troubleshooting assistance to over 500 end-users with a wide range of computing hardware, software platform and technical skills.
- Installed, configured, and maintained all desktop computers, laptops, and peripherals in accordance with company policies.
- Diagnosed and resolved hardware, software, and network-related issues in a timely manner.
- Responded to IT support requests and provided technical support over the phone and remotely.
- Provided training to users on the use of new technologies and systems.
- Provided users with informative videos on the correct use of technological equipment, thus reducing the most common problems by 50%.
- Prepared and maintained technical documentation for users and for the IT team.
- Worked together with members of other IT areas to resolve network and IP telephony problems.
- Managed, maintained and updated of existing IT infrastructure.
Education
Bachelor Of Science - SYSTEMS ENGINEER
Universidad de Oriente
Barcelona, Venezuela07.2007
Skills
- Troubleshooting
- Technical support
- Teamwork
- Customer Service
- Windows OS
- Microsoft Office
- Fast Learning
Certification
- ATTENTION CUSTOMER SERVICE (16 Hours. Puerto la Cruz. Venezuela. 2016)
- Ms Excel Basic/Intermediate (32 Hours. Barcelona. Venezuela.2015)
- Ms Excel Advanced (16 Hours. Barcelona. Venezuela.2015)
- Hard drive data recovery (24 Hours. Puerto la Cruz. Venezuela.2013)
- A+ entry levels to computer services (32 Hours. Caracas. Venezuela.2012)
- Linux Professional Institute LPI-2. (40 Hours. Caracas. Venezuela.2011)
- IT Asset Management (16 Hours. Caracas. Venezuela.2010)
- Customer service and quality of service (16 hours. Maturin. Venezuela.2010)
- Veritas Netbackup 6.5 Administration (8 Hours. Barcelona. Venezuela. 2009)
- Fundamentals ITIL V3 (24 Hours. Caracas. Venezuela. 2008)
- Computer repair and maintenance (24 Hours. Puerto la Cruz. 2006)
Languages
SPANISH
ENGLISH
Timeline
Gate Agent/Customer Service Agent
Worldwide Flight Services
01.2024 - Current
IT Support
Petroleum of Venezuela, S.A. PDVSA
11.2007 - 12.2018
Bachelor Of Science - SYSTEMS ENGINEER
Universidad de Oriente
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