David Quiroz Email & Phone Number

San Antonio, Texas, US

• Infrastructure Engineer in a large and highly complex call center environment supporting the day to day business and ensuring workforce staff and call center staff are able to utilize there systems to better support.
• Support NICE workforce Management and Genesys Forecasting Application
• Project Driven workload requiring complex skills and dedication to resolve highly critical issues affecting both business partners and member support
• SQL Query and Database Management
• Minor Development Role including (ERDC,Gitlab, Datastage and DB Changes)Previous Work Experience as I.T. Analyst supporting 3rd Party call centers located around the US both Remote and onsite Supporting Verint Impact.

Managed Service IT ProviderComputer Repair ServiceRemote SupportIT ConsultingNetwork and Voice TroubleshootingRemote Managed Monitoring Services

Laredo, Texas, US

• Managed creation of new department and consolidate all incoming communication into a central location with a monthly volume of 20,000 incoming calls.
• Supervise CSR Staff and monitoring call statics to ensure minimum queue times and patient satisfaction.
• Respond to and document patient complaints and develop processes to avoid future occurrences.
• Coordinate on a weekly basis with Center’s directors and supervisors on upcoming changes to clinics policy to ensure accurate information is given to all patients.

Laredo, Texas, US

• Assist the Clinical staff and medical providers with all medical software related issues and handling resolution of support cases with appropriate vendors.
• Maintain compliance with all HIPAA and HITECH regulations in regards to the security of patient information.
• Handle routine complex issues to provide 100% up time to critical infrastructure.
• Support and maintain medical and dental electronic health records systems.
• Participate in trainings provided by the National Association of Community Health Centers.
• Maintain multiple VMware ESXI, Hyper-V infrastructure and SAN environments.

Santa Ana, CA, US

Work experience has included upgrading Software, installing Cisco routers, and upgrade LAN equipment.

Bachelor Of Technology (B.Tech.), Computer Information System Technology

Associate Of Arts And Sciences (Aas), Networking Technology