Abraham Leay Email & Phone Number

• I use JIRA to make detailed reports of bugs and the exact steps to replicate the bugs (including screenshots).
• When these tickets are reassigned to me, I make sure I test the solutions thoroughly, on every browser, and every window that is affected by this change/fix.
• Meet with the engineering team at least twice a week to go over what we're working on, and see which tickets have the highest priority, to work on them.
• Create plans/suggestions on things in the program that can be improved, and create tickets accordingly.

San Jose, CA

• Implement and optimize policies, email templates, documentation, and streamline processes.
• Created a spreadsheet from scratch using Excel formulas that we currently use to run weekly reports based on the amount of interactions we’ve had with customers.
• Make sure that all the support requests that are forwarded to us are attended correctly, and as fast as possible.

San Jose, CA

• Ensure customer satisfaction by listening to their needs and follow up with their issues until they're resolved.
• Manage scheduling appointments with customers.
• Assist customers in understanding how the product works and determining how the product can work best for them.
• Provide continuous support to our customers through chat, email, and phone.

• Data Analyst learning advanced Excel features and data modeling, SQL to retrieve information from large databases, Python for data analysis on large datasets, and Tableau to develop compelling data visualizations and.
• Obtained relevant insights from data mining and data analysis to present recommendations to improve the company's profitability.
• Applied data visualization techniques in Excel and PowerPoint to display the results of the company's improvement in their key performance indicators.

Panama City, Panamá, Panama

• Maintained the stability and connectivity of Brinks’ servers all across the Americas.
• Created conference calls with managers, directors and VP’s during outages, until they were resolved.
• Gave permissions on Active Directory to customize access on servers and data centers.
• Created shared mailboxes company wide including giving permissions and allocating mailbox storage space.

Panama

• Resolved an average of 80 inquiries in any given week and consistently met performance benchmarks in all areas.
• Distributed among the team the influx of emails we received from clients asking for assistance, and as a consequence of the efficiency of the process, our clients were happy frequently.