JOHN SANCHEZ
Pflugerville
Summary
Customer and Technical Support Representative with 10+ years of experience providing exceptional customer service. Highly skilled in communication, attention to detail, and analytical thinking. Able to effectively solve customer issues and provide timely solutions. Known for collaborative approach, seamlessly adapting to dynamic work environments and ensuring efficient task completion. Proven track record of maintaining high customer satisfaction ratings. Looking to bring my expertise and dedication to a new team and contribute to the success of the organization.
Overview
22
22
years of professional experience
Work History
Sustainability Crew Lead
Moody Center
Austin, TX
10.2023 - Current
- Make sure everyone is accounted for and signed in. Had about 15 employees on certain nights. least was 4 employees. Managed Instaworks up to 10.
- Follow up with any employees that called out via email, voicemail or called in.
- During morning shift, open recycle area for the crew.
- Gather all dumpster reading and cardboard compressor levels.
- Follow up with management and leads on daily agendas and processes.
- Follow up with cleaning and operations leads to get assistance when needed.
- Set up floor to start receiving bags for processing.
- Work with leads to watch and maintain workflow in the work area.
- Managed break and lunch time schedules.
- Advised when the time was to start closing down for the night.
- Clean down the floors and tables. Power washed bins and equipment.
- Gather readings from the compost, trash and recycle dumpster for the night.
- Write a report on the events that transpired that night. Confirm with cleaning and operations lead everything is good.
- Make sure all workers are signed out. Signed out any extra workers via Instawork.
HR Assistant II
Amazon
Austin,TX
01.2024 - 01.2026
- Managed employee onboarding processes, ensuring compliance with company policies and procedures.
- Assisted in maintaining HR databases, enhancing data accuracy and accessibility for team members.
- Coordinated training sessions, fostering employee development and engagement within the organization.
- Supported recruitment efforts by screening resumes and scheduling interviews to streamline hiring processes.
- Processed employee termination paperwork at direction of supervisory staff.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Updated and maintained employee attendance records.
- Set up orientations and initial training for new employees.
- Developed and maintained HR policies and procedures.
- Helped employees register for benefits programs using online portals.
- Tracked various statistics and kept detailed records to support human resources department.
- Facilitated employee relations initiatives, promoting a positive workplace culture through effective communication.
- Implemented process improvements for payroll administration, increasing efficiency in payroll processing tasks.
- Answered and redirected incoming phone calls for office.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Responded to employee inquiries regarding benefits and other HR topics.
Part-Time Sustainability Crew
Moody Center
Austin, TX
10.2023 - 11.2023
- Sign in at desk and clock in via badge.
- Assist with setting up the floor and equipment for the night.
- Utilized Hazmat suits for bag processing.
- Was assisting co-workers as some were Spanish speaking only.
- Would work with leads to assist with overseeing co-workers.
- Would work cardboard compactor and bundle and tie the cardboard down.
- Would work with cleaning and operations leads as some were Spanish speaking only.
- Worked the power washer to clean bins, wheel bins, tables and equipment for next day use.
- Close recycle area once everything was completed.
Customer Service Representative (CSR)
SunPower
Austin, TX
11.2021 - 05.2023
- Take calls and call out to homeowners about their solar system and issues.
- Open cases and troubleshoot and diagnose solar system issues.
- Work with Homeowners or Technicians on site to resolve solar issues or questions they might have.
- Assist with installing solar system and starting up the system.
- Exceed more than 100 calls a week in troubleshooting solar systems.
- Would generate healthy and friendly relationships with customers and set certain expectations and deadlines.
- Meet Sunpower time guide. 1min to pickup call. 3mins on hold. 5mins in after call.
- Would talk about billing questions and take billing payments.
- Work with customer and discuss the payment plans, history, due dates and cost and savings.
- Deliver high customer service to our clients to make them more informed and more likely to get others involved.
- Project Coordinator/Support:
- Assist with checking and managing residential projects for Homeowners and other Project Coordinators.
- Follow up with homeowners and keeping them up to date on progression and ETAs.
- Follow up with energy consultants, site surveyors, electric company, interconnections, and technicians to get dates and timeframes of any work that needs to be completed or scheduled.
- Work with Homeowners on and docu-signs or questions they might have about their solar.
- Work with loan companies to acquire info about homeowners.
- Was just one of five people who work with Spanish speakers.
- Would create spreadsheets of clients for easy checking on progress and progression.
- Would follow up with HOA at times to get updates.
- Would Coordinate with homeowners to get proper dates of availability of technicians to show up.
- Would call out to homeowners when jobs are completed and set level of expectations and would advise about next steps.
Tier 2 Technical Support
GTT Communications, Inc
Austin, TX
07.2004 - 11.2020
- Assisted the manager or helpdesk with layer 1 troubleshooting.
- Verified light status, cabling and model and make of equipment on site.
- Gather the MAC or serial of the modem or device on site.
- Troubleshoot secondary connection which is usually a router and switch.
- Help troubleshoot devices such as Cradlepoints, Fortinets, Cisco switches, Merakis and Junipers.
- Help with troubleshooting their VOIP phones.
- Currently using Office365, Office, active directory, excel and power point.
- Proficient in Putty, Tera Term, JoinMe, Team Viewer, Secure CRT, Google remote.
- Helped build configs and partial configs, re-write configs, and drop them in routers.
- Had to reconfigure other ISP modems on site with our own techs.
- Proficient with SSH, Telnet, SSL, TLS, HTTP, HTTPS, NAT, RIP, FTP, TFTP, SMTP, POP3, DHCP, DNS, IMAP4
- Maintain a SLA of 1-2 hours for TT, 2-4 hours for DSL.
- Implementing SD-WAN for customers.
- Maintain ticket updates to once every 30 mins until resolved.
- Had to maintain a 25 to 35 TT count, with a 2 hour up date.
- Able to work remotely with tech off site.
- Maintain a 95% turn around rate.
Customer Support
iEnergizer
Austin, TX
08.2013 - 07.2014
- Helped customers through E-mails, in game chats, voice mails and phone.
- Assisted and helped launch The Elder Scrolls Online outbound and inbound phone calls.
- Troubleshoot and manage accounts using the FS portal. with RightNow.
- Used No Machine Internet browser and owa4ed e-mails.
- Updated, fixed and deleted in game accounts and profiles using Sleepy Giant.
- Fixed and troubleshoot in game bug, glitches, connection drops, and in game environment collisions.
- Played and reported bugs, hackers, spammers.
Education
I.T. Support Specialist -
Everest Institute
Austin, TX04.2014
G.E.D. - undefined
Austin Community College
Austin, TX05.2004
Skills
- EXCEL
- MICROSOFT WORD
- OUTLOOK
- SECURITY
- Windows
- Networking
- Technical Support
- Customer Service
- Windows 7,10,11
- Microsoft Office
- LAN
- DNS
- Network Firewalls
- DHCP
- Operating Systems
- Computer networking
- Account management
- Network security
- WAN
- Help desk
- Microsoft Certified Professional (MCP)
- Fortinet Certification
- Network
- Assessments
- Technical support
- Team management
- Motivational leadership
- Training and mentoring
- Task delegation
- Project management
Timeline
HR Assistant II
Amazon
01.2024 - 01.2026
Sustainability Crew Lead
Moody Center
10.2023 - Current
Part-Time Sustainability Crew
Moody Center
10.2023 - 11.2023
Customer Service Representative (CSR)
SunPower
11.2021 - 05.2023
Customer Support
iEnergizer
08.2013 - 07.2014
Tier 2 Technical Support
GTT Communications, Inc
07.2004 - 11.2020
G.E.D. - undefined
Austin Community College
I.T. Support Specialist -
Everest Institute