Juan Garibay Email & Phone Number

Greater Denver Area

-Review all project documentation and participate in Project meetings.-Configure all equipment required for deployment including routers, switches, Polycom/Cisco phones and additional devices.-Remote and onsite training of Vonage Hosted VoIP products.-Configure all services via Broadsoft for deployment customer solution.-Remotely deploy all equipment and services for customer solution with on-site technical field services.-Troubleshoot issues with Carrier Partners for circuits such as (EoC, MPLS, T1 etc.) and data connections.-Provide technical leadership of internal and external resources to ensure a successful installation, implementation, and resolution of any post cutover deficiencies.-Serve as the first level operational escalation point for all assigned customers related issues.

Room Service Call Center Representative Part-Time (September 2005- Present)• Answer inbound phone calls in a room service environment, following both a call process and innovated speaking while analyzing patient nutritional needs• Collaborate with dieticians, nurses, and medical doctors to provide the best nutritional needs to patients that fit within the patients prescribed diet parameters• Use several computer programs that assist in analysis while discussing with approximately 200 patients/day about their meal choices and nutritional needs in a fast paced environment• Study organizational changes by attending education classes and aiding in decisions about enforcement of food safety compliance dictated from health agencies• Provide various reports tracking various call and organizational statistics• Notify proper staff when necessary of any customer problems in a timely manner• Responsible for new hire training and mentoring of new hires• Available on short notice to cover shifts for Management• Received perfect attendance award for 2005, 2006, 2007, 2008 and 2009

Greater Denver Area

Greater Denver Area

• Answer incoming calls from clients regarding technical issues• Work with field offices and personnel and coordinate support activities for 1500 clients, 5000 server and network devices and 35000 desktops• Assist developing, implementing and maintaining policies, procedures and associated training plans for technical group • Work issues remotely for nationwide client base

Greater Denver Area

•Providing internal/external SunGard customers with Incident Management and Request fulfillment within a Helpdesk Level 1 organization•Applies knowledge of commonly used concepts, practices and procedures to promptly resolve issues identified from inbound calls•Relies on experience, judgment and procedures to accomplish goals using creativity and latitude•Assist with training of new employees •Act as a mentor to new and existing employees•Develop training materials for new policies/procedures from guidance provided by your Supervisor/Manager•Train current employees on process changes and/or new processes•Serve as a point of contact for customer escalations from Service Desk team and report issues and/or process failure to the appropriate Customer Care Manager, Supervisor and Service Desk Manager•Provide high levels of Customer Service while processing inbound calls for both production impacting and non production impacting issues•Create appropriate ticket type with accurate and detailed information •Process e-mails from assigned in-boxes throughout the day while maintaining e-mail SLA•Process Outside Vendor Maintenance e-mails throughout the day, accurately craft notifications to SunGard customers to notify them of upcoming vendor maintenance within documented SLA•Accurately process Change Notifications to customers regarding scheduled maintenance within documented SLA•Monitor ticket queues, accurately route tickets and ensure appropriate documentation and ticket CTI’s are completed prior to reassignment•Complete Security resets for internal SunGard employees•Complete Portal administration for customers and SunGard employees•Escalate issues across different parts of the organization, including SunGard’s executive members•Facilitate SunGard Crisis outages ensuring timely, accurate and complete notifications of outages to both external SunGard customers and internal SunGard executive members