HTML 5
Alfredo Molina
IT Technical Support
San Salvador,SS
Summary
- Experienced IT technician with over 5+ years of experience in the communication industry. Excellent reputation for resolving problems and improving customer satisfaction.
- The ability to learn fast the information require and go the extra mile and get the job done.
- Technical support agent with experience working with technicians in the field or remotely.
- Bilingual with the ability to configure computers quickly and effectively. Confident Computer Technician with expertise in help desk environments, assisting both employees and customers with technology issues.
- Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.
Overview
3
3
Languages
9
9
years of post-secondary education
6
6
years of professional experience
Work History
Claims Manager
CSIPros
Remote based , FL
03.2019 - Current
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Examined claims forms and other records to determine insurance coverage.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Conducted thorough property investigations to identify and classify damages for customer claims.
Technical Support Representative
AT&T AWS
San Salvador, SS
03.2017 - 11.2018
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Devised solutions to operations issues related to CMS, working closely via phone, email, live chat and web teleconference.
SME Team Leader
AT&T BGI
San Salvador, SS
03.2015 - 02.2017
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Trained and mentored new team members and managers on accounts payable systems and policies to build cohesive groups and promote operational performance.
- Helped training and develop new waves for the company.
Technical Support Representative
Telus International
San Salvador, SS
06.2015 - 07.2016
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Trained and supported end-users with software, hardware and network standards and use processes.
Education
High School Diploma -
01.2011 - 12.2012
Bachelor of Science - Medical Laboratory Technology
01.2013 - 12.2016
Associate of Engineering Science - Computer Science And Programming
01.2018 - Current
Skills
MS Office
Teamwork
Collaboration
Cultural awareness
Relationship-Building
Natural Lider
Responsible and efficient
Software
Javascript (Beginner)
CRM(Customer relationship management software)
Zendesk
Google Suite
MS Office
Slack
Timeline
Claims Manager - CSIPros
03.2019 - Current
Universidad Francisco Gavididia - Associate of Engineering Science, Computer Science And Programming
01.2018 - Current
Technical Support Representative - AT&T AWS
03.2017 - 11.2018
Technical Support Representative - Telus International
06.2015 - 07.2016
SME Team Leader - AT&T BGI
03.2015 - 02.2017
Universidad El El Salvador - Bachelor of Science, Medical Laboratory Technology
01.2013 - 12.2016
La Asunción - High School Diploma,
01.2011 - 12.2012