GABRIEL MENDEZ
Fort Lauderdale,FL
Summary
Highly effective Systems Administrator with a robust background in technology seeking a challenging position in an industry-leading firm. I am an efficient and reliable employee who maintains a positive relationship with both my co-workers and customers.
Overview
10
10
years of professional experience
Work History
Contact Center Systems Administrator
DiscountMugs.com
Medley, FL
11.2016 - 06.2024
- Highly knowledgeable with VoIP software such as AWS Connect, FreshCaller, MS Teams, Slack, Skype, etc.
- Experienced and highly effective with a multitude of ticket managing platforms such as JIRA. Freshdesk, Helpdesk, Zendesk and other related software.
- Experienced in creating business processes to improve task and operational efficiency.
- Coordinate with Management and IT personnel to construct and launch business-enhancing software programs for the Contact Center.
- High effectiveness in creating professional business reports using relevant data points from different tools.
- Manage tools used for Contact Center operations and ensure optimal functionality across all departments.
- Assist with IT support inquiry requests such as email configurations, hardware inventory audits, port forwarding, cache flushing, etc.
Technical Support Advisor & Administrator
Frontier
Miami, FL
07.2015 - 10.2016
- Worked with a multitude of comprehensive software programs to remove into customers' PC's and assess damages and/or discrepancies.
- Corresponded and provided general as well as in-depth technical support to personnel within the company.
- Acquired proficiency with multiple Down & Up stream analyzing tools such as Aspera Performance Calculator, NetFlow Analyzer and a few others.
Authorizations & IT Technical Support
United TranzActions
Miramar, FL
04.2014 - 07.2015
- Provided base level IT support to company personnel.
- Resolved customer complaints and concerns with strong verbal and negotiation skills.
- Displayed courtesy and strong interpersonal skills with all customer interactions.
- Built and maintained successful relationships with service providers, dealers and consumers.
Education
Miami Dade College
Skills
- Proficient with all Amazon Web Services (AWS) tools
- Troubleshooting customer issues both software and hardware related
- Operating System knowledge: Windows Vista, 7, 8, 81, 10, 11
- Microsoft Cloud service; OneDrive, SharePoint and related cloud services
- MS Office Suite software such as Excel, Word, PowerPoint, Access
- Exceptional communication and writing skills
- Professional telephone etiquette
Languages
Bilingual: English & Spanish.
Timeline
Contact Center Systems Administrator
DiscountMugs.com
11.2016 - 06.2024
Technical Support Advisor & Administrator
Frontier
07.2015 - 10.2016
Authorizations & IT Technical Support
United TranzActions
04.2014 - 07.2015
Miami Dade College
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