Jonathan Vindas Cruz Email and Phone Number

● Responsible for resolving queries from employees regarding policies, programs, benefits,attendance, and payroll● Ensured service levels were achieved for HR processes by applying sound judgment andcritical thinking● Maintained integrity and discretion in handling sensitive information, ensuring dataprivacy.

Some of the most common day by day responsibilities: * Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software. * Take ownership of the customer issue to resolution. * Document session notes and complaints in appropriate systems. * Provide fast responses and always maintain an elevated level of professionalism. * Support multiple products. * Document session notes and complaints in appropriate systems. * Perform other duties or special projects as assigned. * Must consistently deliver results and meet KPI’s, Metrics and Quality standards. * SQL instance and server data management.* SSMS* Software installation/reinstallation Within Windows OS and Windows Server environments.* Follow up programs and cases with customers.

● Forum management, follow up escalations and special programs, ticket queue management and monitoring, escalation point, gaming tester, in-game feedback.● Peer reviewing program, QA Tester, creation, editing, documentation and process transcription and innovation, content creator.● Human connections, employee management, 1:1 coaching session, evaluation programs for internal employees about improvement areas, changes or yes/no implementation within the work environment, employee care specialization program., coordinate and conduct internal interviews for special employee program, negotiation skills, organizational prowess and multitasking abilities.

o Back Office tickets managemento Follow-up Special programso Ticket escalations managemento Routing Signal troubleshootingo Constant analysis daily/month statistics.o Technical expertise.

➢MagicJack Accounto Back Office ticket managemento Customer service focalizedo Technical Support for VoIP deviceso Follow-up Special programso Routing Signal troubleshootingo Constant analysis daily/month statistics.o Technical expertise.➢Arris Accounto Customer Service Focalizedo Technical Support for Arris Routers, modems and Gateways.o Identify Networking and routing issueso Troubleshooting DOCSIS 3.0 and 3.1 issueso Manage McAfee Firewall policies and settingso Network security configuration and parental controlo Follow-up Special programso Routing Signal troubleshootingo Constant analysis daily/month statistics.o Technical expertise.

o Back Officeo Active Directory / Enterprise Directory accounts managemento Training, coaching & help to develop technical skills ando Auditing, calibrations, transaction monitoring.o Microsoft Exchange Issueso O365 Cloud services issueso O365 Cloud sync issueso ActiveSync setup on mobile deviceso AD account lockouts follow up troubleshootingo OWA email onprem and onmicrosoft troubleshootingo Migration from onprem mailbox to onmicrosofto Mail routing smtp issueso Troubleshooting guest operating System customization issues o Escalation point.o Ticket management and follow upo Follow-up Special programs and client escalationso Constant analysis daily/month statistics.o Technical expertise.

o Customer service focalized.o Technical Support for mobiles for enterprises

o Customer service focalized.o Negotiating with customers

o Customer service focalized.o Technical Support for ISP and mobiles

o Back officeo Training, coaching & help to develop technical skills ando Auditing, calibrations, transaction monitoring.o Escalation point.o Follow-up Special programso Constant analysis daily/month statistics.o Technical expertise.