John Aguilera

Anthology Inc. - Formerly: Blackboard Inc. | Stride K12 Schools

Developed Smashing Success, an impressive experience providing EdTech users of Stride K12 Schools by certifying 24-hour support. To sustain relationships, solve identified and mitigated technical complex issues by answering many edtech calls, chats, and remote support sessions. In harmonizing with these duties, resolution designed workarounds using data-driven insights to solve casework problems effectively. Ensured compliance with internal procedures and informed the senior support team of critical cases to resolve complex issues. Furthermore, it aided users by providing computer hardware, software, firmware, maintenance, restorations, programming, and support.

Key Accomplishments:
►Outstanding and Knowledgeable Overachiever Received, Accelerated to Upper-level Support by showcasing best practices using data-driven insights to solve complex problems effectively within Stride K12 Virtual Education Systems.
► Remarkable communication competency while coordinating with the team, finalizing projects on remote support sessions, chat, and technical troubleshooting within time constraints.
► Enhanced product service by delivering maintenance and support for technology in schools by accelerating business growth to the department of education virtual schools nationally.
► Carried out technical troubleshooting accurately through keen revision of support cases.
► Contributed to surpassing set goals by prioritizing tasks and ensuring compliance with set policies and standards.
►Provide technical assistance and support for the Blackboard learning management system, aiding students and staff in navigating and utilizing the platform effectively.
►Offer EdTech switchboard services to efficiently direct calls and inquiries to the appropriate departments, enhancing communication flow within the university.
►Extend technical support and assistance to both national and international, catering to diverse needs and requirements.

Mastered: Cybersecurity/CPNI Compliance · EdTech · AECT · Critical Thinking · Microsoft & Apple Applications · Operating Systems · IT Hardware Support · IT Software Support · Technical Support · T2 · T3 · Order Management System · Services and Support · Microsoft365 Apps · System Maintenance · Logmein123 Rescue· Support Ticketing System Monitoring · Hardware/Software Repair & Evaluation · Newrow Virtual Classroom Platform · Order Tracking and Systems · More Found on Skills

Created better experiences for learning coaches and student users by certifying 24-hour seamless support. Identified/mitigated customer issues by answering inquiries to sustain relationships. Designed workarounds using data-driven insights to solve complex problems effectively. Informed the senior support team of critical cases as per internal procedures. Effectively aided users after enrollment and admission completion by developing new accounts, resetting passwords, and configuring access navigation questions during and after integration.

Key Achievements:

► Advanced from Bilingual Customer Service Advisor to Bilingual Technical Support Advisor CCTS by exhibiting strong communication competency while coordinating team orientation and finalizing edtech projects quickly.
► Surpassed goals by prioritizing tasks and ensuring compliance within set policies and standards.
► Overachiever in Softphone Assistance to Accelerated Omni-Chat and Logmein123 Rescue IT
► Drove business growth by building and fostering strong relationships with K12 virtual public schools and K12 virtual private school academies, both national and international.
►Ensure seamless connectivity to university programs with K12 virtual public schools and K12 virtual private school academies, both national and international, enabling students and staff to access essential resources.
►Set up, reset, and maintain security logins and measures for student and staff accounts to safeguard sensitive information.

Mastered: Remote · Troubleshooting · Customer Success · Critical Thinking · Microsoft & Apple Applications · Operating Systems · IT Hardware Support · IT Software Support · Interpersonal Communication · Customer Service · Technical Support · Salesforce, Order Management System, D2L Brightspace, TotalViewCSR, Omni-Chat, Aspect-Workforce Optimization, Calabrio One, Quantum Workplace, Tallo, OLS-Class Connect Grades K-5, OMHS-Class Connect Grades 6-12, · Microsoft365 Apps · System Maintenance · Logmein123 Rescue IT · Support Ticketing System Monitoring · Hardware/Software Repair & Evaluation · Newrow Virtual Classroom Platform · Order Tracking · Enrollment · Admissions · Integration · Authentication · Initial Fulfillment · Logistics · Team Oriented · Self-Growth · Development · Family Educational Rights Privacy Act · More Found on Skills

• Provided real-time support to consumer and business users of Lumen/CenturyLink.
• Promoted in 2017, Remote Work@Home Tier 2 to Remote Work@Home Upper-level Support Tier 3
• Resolved residential and business consumer complaints and concerns with strong verbal and negotiation skills.
• Displayed courtesy and strong interpersonal skills with all residential and business customer interactions.
• Built and maintained successful relationships with service providers, dealers and consumers. Maintained composure and patience in face of difficult residential and business customer situations.
• Referred difficult issues to upper management while maintaining positive rapport with customer.
• Assisted customers with technical issues via email, and telephone.
• Developed and maintained positive customer relationships.
• Developed proactive tools to assist customers and internal support organization.
• Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports.
• Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
• Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
• Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
• Analyzed code to assist support team in finding solutions and workarounds to problems.
• Assessed technical complexity of tickets to escalate to Tier 4 team.
• Dispatched field service technicians to correct issues requiring in-person technical assistance.
• Leveraged data-driven monitoring systems to identify and resolve potential issues.
• Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Upsold products and services to increase revenue 100% beyond targets.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Helped streamline repair processes and update procedures for support action consistency.
• Increased sales by educating new and existing Consumer/Business customers on benefits of products and services in comparison to competitors.
• Retained existing customers and developed Consumer and Business accounts by extending high quality and efficient support service.

• Provided real-time support to consumer and business users of CenturyLink/Embarq.
• Promoted in 2013, From Apopka Office Tier 1 to Remote Work@Home Tier 2
• Developed and maintained positive customer relationships.
• Researched, resolved and followed up on customer issues.
• Handled a large volume of phone calls, chat and emails.
• Soft-sold additional services.
• Devised workarounds for problems.
• Researched, documented and escalated cases to higher levels of support according to internal procedures.
• Reviewed support cases for technical and troubleshooting accuracy.
• Created new account, reset passwords and configured access for users.
• Carried out day-to-day duties accurately and efficiently.
• Upsold products and services to increase revenue 100% beyond targets.
• Retained existing clients and developed residential and business new an existing accounts by extending high quality and efficient support service.
• Exceeded goals through effective task prioritization and great work ethic.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Increased customer satisfaction by resolving issues.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolut

• Provided real-time support to everyday product users.
• Troubleshooting mobile phones and internet devices
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Resolved customer complaints and concerns with strong verbal and negotiation skills.
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Built and maintained successful relationships with service providers, dealers and consumers.
• Referred difficult issues to upper management while maintaining positive rapport with customer.
• Assisted customers with technical issues via email, and telephone.
• Developed proactive tools to assist customers and internal support organization.
• Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports.
• Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
• Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
• Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
• Analyzed code to assist support team in finding solutions and workarounds to problems.
• Assessed technical complexity of tickets to escalate to Tier 4 team.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Configured hardware, devices and software to set up for Customers.
• Broke down and evaluated user problems, using probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Removed malware, ransomware and other threats from device systems.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Helped streamline repair processes and update procedures for support action consistency.
• Rolled out software updates and applied server patches to thwart threats from penetrating networks.
• Leveraged data-driven monitoring systems to identify and resolve potential issues.
• Mentored less experienced team members to improve customer responses and work towards one-touch tickets.

• Troubleshooting mobile phones and internet devices
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Support customers with online billing and account issues. Informed customers about issue resolution progress.
• Troubleshooting iOS, Android OS, Palm Pilot OS, Black Berry OS, etc.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Rolled out software updates and applied server patches to thwart threats from penetrating networks.
• Helped streamline repair support action consistency.
• Increased customer satisfaction by resolving issues.
• Exceeded goals through effective task prioritization and great work ethic.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Carried out day-to-day duties accurately and efficiently.
• Assisted customers with technical issues via email, live chat and telephone.
• Increased sales by educating prospects on benefits of products and services in comparison to competitors.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Patched software and installed new versions to eliminate security problems and protect data.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.