Vito Sarmiento
El Paso,TX
Summary
Professional with 20+ years of business experience; Personality-plus, extensive software application skills, bilingual (English, Spanish) various marketing promotions and social media campaigns. Great at teamwork, situational leadership and project management. Bridging the communication gap within all levels of an organization. Customer service centric, highly disciplined self-motivator with a creative flair, proven record of success. Competent and well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
30
30
years of professional experience
Work History
Technical Support Agent
Veterans Affairs
El Paso, TX
05.2023 - Current
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.
- Conducted remote desktop sessions to assist clients in resolving technical problems swiftly.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Handled sensitive customer data securely while troubleshooting account-related problems, maintaining trust between the company and its clients.
- Supported new team members during their onboarding process, sharing best practices and tools for success in the role.
- Collaborated with cross-functional teams to resolve escalated issues effectively.
Lead Case Manager
Chenega Corporation
Fort Bliss, TX
07.2021 - 04.2022
- Streamlined workflow processes for increased efficiency in daily tasks, leading to more timely case resolutions.
- Maintained strong relationships with clients, resulting in a high rate of successful case outcomes.
- Implemented quality control measures to ensure consistency in case management practices throughout the team.
- Leadership, Situational awareness, Team Management, Data Analysis
- Inspire Case Manager Team toward Excellence
- Administer knowledge base to Case Manager Team to build safe environment for client reunification.
- Managed crisis situations effectively, providing immediate assistance and coordinating follow-up support as needed.
- Reported directly to the White House
Case Manager
Insight Global
Fort Bliss, TX
04.2021 - 07.2021
- Assembled strong case for client for review by the Office of Refugee Resettlement
- Reviewed case notes; log events and progress on cases regularly and timely.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Admit new clients, Assess treatment needs
Owner
Asana Yoga & Wellness
El Paso, TX
06.2017 - 05.2019
- Leadership, Product awareness, Schedule building/management
- Client database management, Website/Social Media management
- Assembled/Managed LLC, General Management
- Managed day-to-day business operations.
Senior Academic Counselor
University of Phoenix Online
Phoenix, AZ
06.2010 - 05.2015
- Provided academic advisement and leadership for all new and continuing students
- Liaison between the student and the University with regard to University policies
- Developed academic plans for degree or certificate completion following established guidelines, results-oriented and able to manage various projects or tasks simultaneously.
- Communicated, motivated, and counseled students through critical thinking, creativity, and problem solving to ensure a positive student experience.
- Served as a liaison between the university administration and various departments to address concerns related to curriculum changes or program requirements.
- Coordinated tutoring services for struggling students, improving their chances of achieving academic success through targeted assistance.
Outpatient Services Support Specialist
EMPACT - SPC
Tempe, AZ
06.2008 - 06.2010
- General front desk responsibilities
- Schedule and administer various databases
- Medical Interpretation
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Account Executive
Axxis Advertising - Indian School Road Alliance
Phoenix, AZ
11.2007 - 06.2008
- B2B sales, Marketing direct/indirect for non-profit
- Client database management, Online Directory Management
- Hosted 1st Annual "Partners in Prosperity" Block Party
Human Resources Representative
Phoenix Children's Hospital
01.2006 - 01.2007
- Managed Human Resources front office (equivalent of Office Manager duties)
- Administered Phoenix Children's Hospital's Transportation Reduction Program
- Tracked and ensured timely payment of invoices for the HR Department
- Processed and maintained employee reimbursement database
- Part of the Recruitment Team and assisted debugging Applicant Tracking system
- Assisted with new hire process and with special in-house projects
- Year-end closeout paperwork and postings
- Answered Human Resource main line and routed telephone calls to appropriate people
- Achieved certification as a Spanish Bilingual Assistant (Interpreter)
Banquet Manager
Silver Platter Catering
01.1994 - 01.2006
- Supervised 20+ employees
- Organized and completed simultaneous catering projects
- Collected payment for events
- Maintained the utmost professional appearance of all aspects of the events
- Set-up and breakdown of catered events
Education
Masters of Information Systems Engineering -
Western International University
12.2015
Bachelors of Business Administration - Marketing and Management
The University of Texas at El Paso
05.2005
Skills
- Abobe - Photoshop, Illustrator
- Macromedia - Flash
- Microsoft - Outlook, Word, Excel, PowerPoint, Access
- QuarkXPress
- Multi-task various databases, programs on multiple platforms
- Manage WAN/LAN network
- Excellent research and presentation skills
- Problem solver with superb networking skills
- Developed and implemented entire advertising campaign for Asana Yoga & Wellness
- Reliable, self starter with ability to lead and delegate authority
- Deadline-oriented
- Remote Support
- Software Installation
- Ticket management
- Incident Reporting
- Security Protocols
- Application support
- Mobile Device Support
- Desktop support
- Customer service expert
- Microsoft Outlook
- Complaint resolution
- Account Management
References
REFERENCES AVAILABLE UPON REQUEST
Languages
Spanish
Native or Bilingual
Timeline
Technical Support Agent
Veterans Affairs
05.2023 - Current
Lead Case Manager
Chenega Corporation
07.2021 - 04.2022
Case Manager
Insight Global
04.2021 - 07.2021
Owner
Asana Yoga & Wellness
06.2017 - 05.2019
Senior Academic Counselor
University of Phoenix Online
06.2010 - 05.2015
Outpatient Services Support Specialist
EMPACT - SPC
06.2008 - 06.2010
Account Executive
Axxis Advertising - Indian School Road Alliance
11.2007 - 06.2008
Human Resources Representative
Phoenix Children's Hospital
01.2006 - 01.2007
Banquet Manager
Silver Platter Catering
01.1994 - 01.2006
Masters of Information Systems Engineering -
Western International University
Bachelors of Business Administration - Marketing and Management
The University of Texas at El Paso