Jesus Colina
Operations Support Specialist
Murfreesboro,TN
Summary
Detail-oriented Operations Support Specialist with a passion for optimizing processes, implementing technology solutions, and ensuring customer satisfaction. Skilled in troubleshooting technical issues and ensuring adherence to company standards. Fluent in English and Spanish with excellent collaboration and communication abilities. Seeking to utilize experience in IT operations to enhance efficiency and drive innovation.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Operations Technology Specialist
Assurant
Mount Juliet, Tennessee
12.2022 - Current
- Deploy and configure production workstations in a warehouse environment, reducing setup time by 20% and increasing system availability.
- Provide first-line technical support, troubleshooting hardware and software issues to achieve a 25% reduction in system downtime.
- Maintain and administer company servers, desktops, printers, phones, and peripheral components, ensuring 99.9% uptime.
- Manage user account administration and software versioning, cutting onboarding time by 15%.
- Perform system backups, archiving, disaster recovery procedures, and general troubleshooting, reducing data recovery time by 30%.
- Coordinate with Corporate IT to ensure seamless user and production support services, boosting service efficiency by 20%.
- Install and configure operating systems and applications on Linux, Windows, and Mac OS, streamlining deployment processes and reducing installation time by 25%.
- Configure and maintain peripheral computer equipment and system support, achieving a 95% end-user satisfaction rate.
- Execute logistics tasks and manage automation robots to optimize warehouse operations, cutting manual intervention by 40%.
- Oversee software control on the operations floor, ensuring system functionality and security for a 15% improvement in process reliability.
- Conduct monthly preventive maintenance (PMs) to ensure hardware reliability and software security, reducing unexpected breakdowns by 35%.
- Perform data entry tasks to maintain accurate records and streamline workflow, improving data accuracy by 20%.
- Design and 3D print models, reducing costs by 30% through in-house production of parts instead of purchasing from vendors.
- Submit and implement change management requests to ensure compliance with quality standards, enhancing process efficiency by 25%.
- Assist automation engineers with troubleshooting and operational tasks, contributing to a 20% reduction in resolution times.
- Adapt to a fast-paced, highly automated environment, effectively operating KUKA robots to boost overall operational efficiency by 15%.
Quality Control Auditor
Assurant
La Vergne, TN
08.2021 - 12.2022
- Conduct quality audits to ensure compliance with company standards for phone grading and processing
- Train and support team members on updated guidelines, improving overall accuracy and efficiency
- Identify process inefficiencies and provide recommendations to enhance workflow
- Troubleshoot technical issues related to phone diagnostics and inventory tracking systems
- Collaborate with cross-functional teams to implement quality control improvements, resulting in higher customer satisfaction
Customer Service Representative
Percargo Express
Smyrna, TN
02.2021 - 12.2021
- Provided logistics solutions for customers shipping goods internationally, ensuring timely and secure delivery
- Advised customers on packaging options and tracking systems to optimize shipping efficiency
- Maintained customer relationships by addressing inquiries, resolving issues, and offering promotions
- Assisted in implementing a digital tracking system to improve shipment monitoring
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Apprentice
Joyas America
Barquisimeto, Lara
02.2013 - 06.2015
- Assisted customers in selecting and purchasing jewelry, providing expert recommendations on product quality and customization options
- Managed various payment methods, including cash, credit, and gift cards, ensuring smooth transactions
- Diagnosed and repaired jewelry items, enhancing customer satisfaction with personalized services
- Promoted additional products such as accessories and fragrances, contributing to increased sales
Education
High School Diploma -
Celebration High School
Celebration, FL 08.2016 - 05.2020
Skills
- IT Support & Troubleshooting
- Quality Auditing & Process Optimization
- Computer & Typing Proficiency
- Data Entry & Analysis
- Logistics & Inventory Management
- Microsoft Office Suite & Google Workspace
- Automation & Robotics Management
- Software Control & Deployment
- Preventative Maintenance & System Security
- 3D Printing & Model Design
- Change Management & Compliance
- KUKA Robot Operation
- IT asset management
- Software development
- Network administration
- Data privacy regulations
Certification
Unidos in Banking Certificate, Catholic Charities of Tennessee
Projects And Achievements
- Digital Tracking Implementation: Assisted in rolling out a new tracking system at Percargo Express, reducing customer inquiries by 80%.
- Warehouse Automation: Managed and integrated basic automation robots to streamline warehouse operations and increase efficiency.
- Script to Optimize Software: Developed a script that automated a delete process, improving system efficiency and reducing downtime. The script enhanced reading and processing times by approximately 85%, significantly reducing manual workload and aligning with the company's innovation goals.
- Ops Techs Issue Tracker: Played a key role in creating a tracking system for operational issues, improving issue resolution time by 80-90% and enhancing team accountability.
Timeline
Operations Technology Specialist
Assurant
12.2022 - Current
Quality Control Auditor
Assurant
08.2021 - 12.2022
Customer Service Representative
Percargo Express
02.2021 - 12.2021
High School Diploma -
Celebration High School
08.2016 - 05.2020
Customer Service Apprentice
Joyas America
02.2013 - 06.2015
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