Summary
Overview
Work History
Education
Skills
Languages
Personal References
Timeline
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Raul Zayas

System Support Specialist
Arlington,TX

Summary

Detail-focused System Support Specialist with over 4 years experience in System Support and bring knowledgeable and research-intensive approach to System Support responsibilities and testing tasks. Considerable experience with Agile Ceremony process and effective at collaborating with various team members and departments to meet department goals.

Overview

5
5
years of professional experience

Work History

AAdvantage System Support Specialist

American Airlines
Fort Worth, TX
09.2021 - Current
  • Assist AAdvantage Members in securing AAdvantage profiles when compromised
  • Assist Privacy department by working on requests dealing with misdirected emails in regards to upcoming travel with AACorn
  • Work on Fare Review FUFAs in order to research and adjust eligible fare postings for AA flight transactions in Ventana
  • Audit and review AAdvantage accounts in Loan status from Buy, Gift & Transfer Chargeback
  • Monitored, track and work on Ventana Issue bugs sent by AAdvantage Customer service reps. Also assisted in escalating any bugs or technical issue trends that need to be addressed and worked on
  • Work on a variety of Error Queues in Ventana including the Acceptable Transactions, 500 mile upgrade error queue and the Siebel error queue
  • Assist Resource Management team in order to grant or remove various administration responsibilities for AA employees in Ventana

Advance AAdvantage Customer Service Representative

American Airlines
Fort Worth, TX
08.2020 - 09.2021
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Recommended products to customers, thoroughly explaining details.

System Support Specialist

America Airlines
Fort Worth, TX
01.2017 - 08.2020
  • Supports AAdvantage Customer Service during new code deployments
  • Participated in Agile ceremony structure. Attended meetings involving elaborations, demos, and prioritization activities
  • Performed testing activities for a variety of departments. Testing covered data archival testing, ad hoc testing, regression testing, Promotion testing and individual user stories
  • Prepares and maintains test data and test accounts
  • Assisted with escalated bugs from Ventana Users
  • Assists with analyzing various error queues in Ventana

Education

Associate of Science - Information Technology

University of Phoenix
Santa Teresa

Skills

  • System Performance Assessment
  • Technical Troubleshooting
  • Error Detection
  • Expertise in VENTANA, KANA and SABRE Systems
  • Familiarity with AACORN
  • Microsoft Windows and Office
  • Attention to Detail
  • Collaborative Team Player
  • Organizational Skills
  • Experienced with Agile Ceremony process

Languages

Spanish

Personal References

TROY SUBJINSKI - Customer Service Manager, AAdvantage Operations and System Support

Email: Troy.Subjinski@aa.com

Phone: (817) 793-1906

Current supervisor for past 4 years and can attest to experience, skills and intrapersonal skills

DOLLY STANTON - System Support Representative, AAdvantage Short Strategy

Email: Dolly.Stanton@aa.com

Phone: (682) 241-3442

Coworker during my times as a tester and when I started with System Support. She can attest to my experience and skills toward testing process

Timeline

AAdvantage System Support Specialist

American Airlines
09.2021 - Current

Advance AAdvantage Customer Service Representative

American Airlines
08.2020 - 09.2021

System Support Specialist

America Airlines
01.2017 - 08.2020

Associate of Science - Information Technology

University of Phoenix

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Raul ZayasSystem Support Specialist