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.

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

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.

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.

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.

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.

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