Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Certification
Websites
References
Timeline
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Erik Medrano

Roeland Park,KS

Summary

Highly-motivated employee with desire to take on new challenges. experience using SQL and Tableau to analyze and visualize data. Communicated with clients, managers and executives to identify data visualization needs and create intuitive reports revealing meaningful patterns and trends. Dedicated to improving business economy by providing exceptional visualizations. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

Zoom
Overland Park, KS
06.2019 - Current
  • Resolve complex technical problems in software and hardware zoom products Including Zoom client, Zoom mobile Client, Zoom rooms and 3rd party devices, Zoom phones, Zoom events, Network setups including on-premise, VDI, mass deployment via MSI and intune, Dashboard, and reports.
  • Troubleshoot 3rd party integrations through API, Webhooks, SDKs Via computer, device, network, and meeting logs.
  • Monitor and reply to customers via tickets, phone calls and chats. Create and edit internal knowledge base articles.
  • Learn to collaborate with multiple departments including Customer managers, Account executives, and Engineering via JIRA's using service now to understand business needs and expectations while providing the best customer experience.

Technical Support

Kansas State University
Manhattan, KS
06.2018 - 05.2019
  • Provided technical support to customers by troubleshooting and resolving hardware and software issues.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Monitored ticketing system queues for incoming requests from customers.
  • Asked customers targeted questions to diagnose problems and provided timely solutions.
  • Replied to customer queries via email, messaging systems and support ticket platforms.

Education

BBA - Management Information Systems

Kansas State University
Manhattan, KS
06-2019

Skills

  • Structured Query Language (SQL)
  • Python Programming/ Pandas Library/ Jupyter Notebook
  • Data Visualization and Presentations
  • Tableau
  • Dashboard
  • People Analytics
  • Analytical thinking
  • Office 365
  • Technical Troubleshooting
  • Hardware and Software Configurations
  • Network Configuration
  • API integrations

Affiliations

  • Music writing and producing
  • Hispanic Development Fund Volunteer
  • Big Brothers Big Sisters Big

Languages

Spanish
Native/ Bilingual

Certification

  • IBM Data Analytic Certificate - OCT 3, 2023

References

References available upon request.

Timeline

Technical Support Engineer

Zoom
06.2019 - Current

Technical Support

Kansas State University
06.2018 - 05.2019

BBA - Management Information Systems

Kansas State University

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Erik Medrano