This position provides technical expertise and product knowledge to support the delivery of customer-focused product solutions throughout the product life cycle. Mainframe application systems, telecommunications and the cellular industry to address application and systems issues, problems and concerns that are of a more detailed and technical nature requiring in depth analysis and research.Assist in reviewing and refining user requirements for systems development and maintenance… Show more This position provides technical expertise and product knowledge to support the delivery of customer-focused product solutions throughout the product life cycle. Mainframe application systems, telecommunications and the cellular industry to address application and systems issues, problems and concerns that are of a more detailed and technical nature requiring in depth analysis and research.Assist in reviewing and refining user requirements for systems development and maintenance projects.Provide expertise in programming, production support utilities, client/server application systems, telecommunications, and cellular industry.Control production by monitoring system processes, working to resolve system abends and following established escalation procedures as required.Monitor, execute and support the operations installation of new software releases/updates into production by providing high-level technical guidance to operations personnel.Monitor, execute and support production performance by performing benchmarking and research while initiating actions to improve results and/or problem correction.Provide the technical expertise and system knowledge to support operations efforts as it relates to customers, problems, issues and concerns.Generate external requested reports, files, and documentation to support problem resolution, billing issues, and new revenue generation.Generate internal reports to support future business opportunity as well as analyzing and giving problem resolution to the following departments: Product Management, Client Relations, and Sales. Show less

The Support Engineer provides technical second-level product support for company’s Applications. Responsible for creation and tracking of trouble tickets and resolution of escalated support incidents. Answers technical support queries and implements fixes for application problems. Works on cross-functional teams to proactively address support issues. Creates and maintains documentation for supported applications. Coordinates with customers to resolve technical support issues.

Billing and ReportingIn charge of the billing detail reports for customers, reconciliation, AR status and aging, payments follow up and contract review for payment structure validation and staffing forecasting.

Recovery & Litigation Dpt.Credit review and approvals. Accounts payables, reconciliation and collections. Risk Management and investigation. Contract review and court suit drafting, affidavits, court cases follow up, witness preparation and judgment executions.

Collections Credit Cards 2010- 2011(Collector 1 and Back up Manager)Customer Service Credit Cards 2011- 2013(Customer service representative, Coach, Back up Manager and Active Manager)Other Participations within the Company(Human Resources Interviewer and Vocal 3 in Asociacion Solidarista- ASOBOFA)

Customer Service, Billing, Sales and Technical Support for cable company, provide customers with troubleshooting solutions, bill explanation, payments processing and overall customer satisfaction.Customer Satisfaction Coach: in charge of monitoring associates to provide feedback, area of improvements, language barrier tips and overall performance.