Alexander Perez Email & Phone Number

Webster, Ma, Us

Webster, Massachusetts, United States

Function as the first line of customer support on the Systain support path.Active involvement and participation in service call ticket flow, including insuring customers’ needs are met, partners and field engineers are performing as required, and spare parts are being dispatched from the correct facility.Ability to proactively manage tickets and resolve issues as they arrive with minimal supervision.Collaborate with both in house and external technical, supply chain, and logistics resources to ensure service delivery obligations are being met.Work closely with the Administrative and Supply Chain teams to ensure Systain contracts are implemented properly.Perform other tasks/duties as directed.

Orlando, Florida, United States

• Determine when a case requires escalation and monitor that the escalation is being handled• Follow Call handling process and procedures• Advise on process improvements• Monitor e-mail folders for incoming requests• Manage the case quality and SLA adherence• Participate in regular staff meetings• Assess/dispatch service calls, ensuring proper communication with customers• Spanish/English translation

Orlando, Florida, United States

Manage the case quality and SLA adherenceBe the first point of contact for one focus accountParticipate in regular customer meetingsDocument case anomalies and report trend analysesCreate cases based on information received from the customer by e-mail, by phone or eSupportAnswer incoming phone calls from customer, vendor and internal departmentsMonitor e-mail folders for incoming requestsEngage with the different internal departments based on the SLA from the customerEngage with our external partners and monitor their commitments based on the SLA from the customerKeep the customer updated by e-mail or phone on the status of their caseDetermine when a case requires escalation and monitor that the escalation is being handledProcess part order upon customer requestFollow Call handling process and proceduresAdvise on process improvements

Lic, Ny

 Assess and dispatch service calls, ensuring proper communication with customers to gather all information for service calls Provide remote/physical IT service to clients as needed Install/Program new internet services onto SOHO networks for clients Maintain the quality, quantity, and timeliness of dispatch to customer needs, questions or problems Consistently follow-up with customers to ensure completion and satisfaction Communicate with various service providers for resolutions to client issues Provide field team with parts support to help minimize return trips Assist the field team with call overloads and direction Order parts/merchandise for client orders Provide administrative/back-up assistance to Service Supervisor

Performed accurate and timely physical counts related to inventory of merchandise andshipping materials as needed. Check incoming shipments of goods to determine if they are the same as ordered, inquantity. Report damaged/missing goods so they may be returned, reported for claims.Handle returns and light repairs. Prepare shipping documents; check items to be shipped against work orders to ascertainthat products, quantities, destination, and routing are correct.Trace lost shipments and/or customer claims of lost shipments provide proof of deliverydocuments.Light filing, data entry, customer service, troubleshoot/ maintenance of officeequipment. Coordinate office repairs with building management. Order packaging/shipping materials as needed.Drop off packages at appropriate shipping centers as needed, perform other duties asdirected by management.

Performed accurate and timely counts related to inventory of materials as directed bymanagement. Checked incoming shipments of materials to determine if they were the same as ordered, inquantity. Reported damaged goods so they may be returned for claims. Handled returns andrepairs.Prepared bills of lading; checked items to be shipped against orders to determine ifquantities, shipping address, and routing were correct.Traced lost shipments and/or customer claims of lost shipments, provided proof ofdelivery documents.Heavy filing and data entry.Light phones and customer service. Office maintenance.

Certified Hootsuite Social Media Mgr., Social Media

Learned how to setup social media marketing campaigns, study and improve upon their effectiveness through their social media dashboard.

Diploma, Silver Medal Computer Science

Activities and Societies: Cooperative Education Program, Business LawVocational/Regents