Jimmy Velazquez
Summary
Technology-inclined professional possessing strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing network and software support to users and key stakeholders during solution-based implementations. Adept at analyzing system performance and security to drive optimal user experience and software solution adoption.
Overview
6
6
years of professional experience
1
1
Certificate
Work History
TECHNICAL IMPLEMENTATION SPECIALIST
CIPHERHEALTH
01.2022 - Current
- Explained complex, technology-related issues in basic, understandable terms to clients while building a collaborative relationship with key stakeholders throughout implementation projects.
- Manage and execute technical projects from start to finish, including scoping, customer resource planning, scenario testing, and training.
- Set up and support SSO, SFTP, and HL7 connectivity with customer EMR systems.
- Maintained up-to-date documentation to support day-to-day workflow and introduced the Monday Board project management tool, which is now universally used by the Professional Services team, increasing TTV.
- Successfully implemented solutions for major healthcare customers nationwide, achieving a 10-15% increase in CSAT scores while increasing our customer care providers' HCAPS scores.
SENIOR PRODUCT SPECIALIST
CIPHERHEALTH
01.2020 - 12.2021
- Triaged and resolved product issues via Salesforce, Zoom, and Talkdesk remotely and escalated to Product Engineers when needed.
- Advocated for customer needs by working with cross-functional teams to troubleshoot and resolve issues that arose during alpha/beta testing and post-live validations.
- Documented discoveries and curated internal/external facing product guides.
- Focused on continuous team improvement by onboarding new team members while providing and receiving specific feedback.
- Trained and provided coaching to seven junior team members.
PRODUCT SPECIALIST
HEARSAY SYSTEMS
01.2018 - 01.2019
- Triaged and resolved product issues via Zendesk, Zoom, and Talkdesk remotely and on-site
- Consistently attained Hearsay's target customer satisfaction scores while maintaining SLAs
- Provided oversight of on-site support activities during go-lives and system upgrades
- Actively participated in alpha and beta testing cycles during quarterly product roadmap launches.
CARE TEAM TECH LEAD
SAMSUNG OF AMERICA
06.2017 - 11.2017
- Demoed a wide variety of Samsung products and positioned the ecosystem based on consumer lifestyles, in turn driving sales and customer experience.
- Project Manager on Samsung Care Truck Tour- supervised Tech/Engineer team during NYC regional tours
- Engaged and interacted with customers in 1:1 and large group settings with passion, energy, and deep knowledge of Samsung products.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements pertaining to the Samsung Care Truck Tour.
- Coordinated deployments of new software, feature updates and fixes to location demo devices as well as customer devices during troubleshooting.
Education
Master of Science - Information Technology/Project Management
UNIVERSITY OF PHOENIX
05.2023
Bachelor of Science - Engineering
NEW YORK INSTITUTE OF TECHNOLOGY
05.2015
Certification
- Level 1 Mobile Tech Certification
- Project Management, Project Management Institute - (2024, in progress)
Skills
- Zendesk
- Salesforce
- Confluence
- Splunk
- Restlit (Intermediate)
- Looker (Intermediate)
- JIRA
- React
- Mobile/Desktop OS Troubleshooting(Windows, iOS, Android)
- Microsoft Office Suite (Advanced)
- Customer Relations
- Project Planning
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
TECHNICAL IMPLEMENTATION SPECIALIST
CIPHERHEALTH
01.2022 - Current
SENIOR PRODUCT SPECIALIST
CIPHERHEALTH
01.2020 - 12.2021
PRODUCT SPECIALIST
HEARSAY SYSTEMS
01.2018 - 01.2019
CARE TEAM TECH LEAD
SAMSUNG OF AMERICA
06.2017 - 11.2017
Master of Science - Information Technology/Project Management
UNIVERSITY OF PHOENIX
Bachelor of Science - Engineering
NEW YORK INSTITUTE OF TECHNOLOGY
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