Jonas Alejo
Anaheim,CA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Freelance Virtual Assistant
Surge
09.2019 - 08.2023
- Managed CRM input, exports and clean up.
- Set up and controlled user access levels across databases to protect important data.
- Conducted tests to identify issues and make necessary modifications.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Operations CSR I
Telus International
11.2021 - 02.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Kept accurate records of customer support interactions using defined methods and tools.
- Researched customer inquiries using modern technology and proactively improved internal processes.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Service Representative
Concentrix
08.2014 - 04.2016
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
Benefits Specialist
Xerox
03.2012 - 02.2014
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Negotiated and managed contracts with health insurance providers to secure cost-effective employee coverage.
- Built relationships with vendors to foster quality service delivery.
Project Manager
Aegis PeopleSupport, Inc
10.2010 - 02.2012
- Achieved project deadlines by coordinating with contractors to manage performance.
- Managed projects from procurement to commission.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
Technical Support Specialist
Teleperformance
07.2009 - 09.2010
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Technical Support Specialist
TeleTech
11.2007 - 06.2009
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
Education
Undergraduate - Information Technology
10.2020
Undergraduate - Computer Science
2003
Undergraduate - Computer Science
2002
Skills
- Programming languages - Python and SQL
- Linux line-command
- Security mindset
- Frameworks and controls - NIST CSF and CIA triad model
- SIEM tools
- Packet sniffers
- Information security
- Detail oriented
- Collaborative
- Written and verbal communication skills
- Technical Support
- Administrative support
Timeline
Operations CSR I - Telus International
11.2021 - 02.2023
Freelance Virtual Assistant - Surge
09.2019 - 08.2023
Customer Service Representative - Concentrix
08.2014 - 04.2016
Benefits Specialist - Xerox
03.2012 - 02.2014
Project Manager - Aegis PeopleSupport, Inc
10.2010 - 02.2012
Technical Support Specialist - Teleperformance
07.2009 - 09.2010
Technical Support Specialist - TeleTech
11.2007 - 06.2009
Cavite State University - Undergraduate, Information Technology
San Sebastian College - Recoletos De Cavite - Undergraduate, Computer Science
Cavite State University - Undergraduate, Computer Science
Accomplishments
- Google Cybersecurity Certificate - https://www.coursera.org/account/accomplishments/specialization/certificate/95KURD5VSQ2H
- Put It to Work: Prepare for Cybersecurity Jobs - https://www.coursera.org/account/accomplishments/certificate/UCJ3AAQWKHW9
- Automate Cybersecurity Tasks with Python -
https://www.coursera.org/account/accomplishments/certificate/98VA93AUUQFL - Sound the Alarm: Detection and Response - https://www.coursera.org/account/accomplishments/certificate/DD8FDNDXENXL
- Assets, Threats, and Vulnerabilities - https://www.coursera.org/account/accomplishments/certificate/JAYNT89UHG6F
- Tools of the Trade: Linux and SQL - https://www.coursera.org/account/accomplishments/certificate/JMB4Q577HQWL
- Connect and Protect: Networks and Network Security - https://www.coursera.org/account/accomplishments/certificate/9TUDU2YRR3EU
- Play It Safe: Manage Security Risks - https://www.coursera.org/account/accomplishments/certificate/SUPGWWQYWVJ7
- Foundations of Cybersecurity - https://www.coursera.org/account/accomplishments/certificate/333LQC8WN8NF