Antonio Paredes Email and Phone Number

" Ability to guide customers through troubleshooting procedures to identify and resolve complex technical problems" Strong leadership, motivational, interpersonal and analytical skills necessary" Excellent verbal and written communications skills" Proficiency in using Microsoft Office Suite" Ability to work as a productive member of a team" Ability to work well under pressure in a fast-paced and ever-changing environment

• Power on/power off devices. Relay LCD readouts. Reset Remote Management connection ID’s, Passwords, and cables• General Troubleshooting and visual verification to assist remote troubleshooting efforts• Test and troubleshoot problems. Check power connections• Provide feedback on console display (e.g. stop errors, blue screen, etc.)• Assist with disaster recovery activities in the event of a complete system failure• Assist with recovery of data center and equipment related to planned and unplanned power interruptions• Identify and report audible errors and system failures. Install and connect crash cart• Attend bridge calls for troubleshooting & recovery of client environments related to a reported client impacting incident

2016 – 2017• Receives emergency and non-emergency calls from the public, private companies and other jurisdictions• Dispatch police or other city services in response to such calls• Relays emergency and non-emergency information to public safety personnel in the field• Relays information to other agencies as required. Operate a manual dispatch system when necessary• Maintains accurate record of location and status of public safety units• Assists in relaying information during response to natural disasters

• Knowledge of Crystal Reporting, ACD, Call flow application software, I.D.A., Genesys, ZOOM, Remedy, Genesys and other internal order processing applications. Retrieve lost call recordings via Verint Proficient in Microsoft Office suite for report development• Report, analyze, track all call traffic, staffing variances and applications issues to the Call Center Management group including Inbound Residential, Commercial, Outbound Residential and Commercial Direct Sales, Retention, Sales Support, Sales Order Entry, and Senior Management• Logically Troubleshoot requests from all telemarketing Sales entities to ensure representative productivity is maximized• Create new user id’s, resolve drop calls stuck in queue, push users off the inbound switch when malfunction occur to ensure immediate usability. Execute Call Center holidays and emergencies close procedures for Virtual Call Center. Perform UAT testing and record ad-hoc close announcements on incoming call queues• Monitor and ensure peak performance of all Telephony Circuits, Staffing, and Call Center order processing applications. Develop step by step troubleshooting and operational process documentation. Participate in special projects and performs other duties as assigned• Perform monthly audit on all Telemarketing Sales users of EWFM, ACD, Predictive Dialer, BOSS, Genesys, I.D.A., ZOOM, TRiO, Remedy, Modem Control, KOMS, Novell, Restel OTS, CVT, Clear Tran, Dialer, Call Recording, to ensure license and SOX compliancy• Manage and Troubleshoot Canvases for unusual call activity in staff, trunks, and call flow

• Ability to handle heavy phone volume and multitask• Interacted with clients and be a great problem solver to maintain clientele• Saved accounts through effective communication and sales skills

• Pre plan the production process prior to the receipt of customer supplied materials • Receive customer supplied materials/instructions and reviews material for potential problems.• Resolves technical and logistical issues as they arise and follows up to ensure appropriate progress• Set up new employees with company network profile, computers and peripheral.• Provide technical support to employees working on same project.

• Conduct telephone interviews with prospective students• Provide information regarding programs offered by the college, classroom environment, and career opportunities• Conduct tours of the campus for potential students• Enroll prospective students in any one of our in-demand professional programs

• Served as a liaison between County 4-H agent, community organizations in New Brunswick• Recruited volunteer leaders, oversaw registration of youth and adults in the program and evaluated• Developed and implemented plans to promote the programs through news releases to appropriate local media• Solicited additional funding and grants to support the programs in cooperation with the County 4-H Agent• Coordinated community events and educational workshops with Program Assistant and County 4-H Agent the provided on-going reports and evaluation of accomplishments of the programs

• Performed human resources activities by interviewing potential retention representative, administered reprimand verbals, and employment termination• Developed and administered yearly performance review and pay status change recommendations• Prepared monthly progress report and improvement plans based on the representative’s performance• Reviewed productivity stats and monitored calls to ensure quality service and customer satisfaction.• Handle escalated customer calls and diffused difficult situations to ensure a positive resolution• Held weekly team meetings to update representatives of department’s goal and motivated the representatives to meet and exceed goals• Coached representatives to improve customer service and sales skills• Participated in special projects, and performed such other duties, as the manager may, from time to time, deem necessary• Continuously learned industry news to effectively communicate important information to the representatives • Analyzed various reports that monitored the call center’s ASA, LCW, and ACH

Diligently delegated and supervised lower ranking MarinesCoordinated my fire team for various duties and activitiesSupervised the transport of troops, ammunition, and supplies to various locations