Wilson Perez Email & Phone Number

Deltona, FL, US

Ramsey, NJ, US

• Applies customer service and intermediate level technical knowledge to assist clients with computer and system issues.
• Listens and seeks to fully understand client requests to exceed expectations of service
• Conducts research, system administration and troubleshooting to understand our clients’ infrastructure needs
• Utilizes company provided training, tools, mentors, and ongoing learning to resolve issues and expand skills
• Ensures response times are quick and effective to appropriately resolve requests
• Tracks and documents in our ticketing system and builds a knowledge base of client environments

• Hack Smarter is a community dedicated to helping others reach technical and personal goals.
• With over 2,000 members various members of the community share resources and help motivate others.

Jacksonville, Florida, US

• Provide IT Desktop Support for INTEGRIS Health, supporting over 10,000 employees and vendors
• Train new employees on proper processes and procedures
• Provide active coaching for all Service Desk employees
• Work with upper management and higher ups on escalated issues to provide solutions for complex issues
• Write and update technical documentation, including user manuals and troubleshooting articles
• Provide a white glove approach on self submitted tickets and VIP requests

Jacksonville, Florida, US

• Provide application support for both vended and non-vended applications including Investigation, Diagnosis, Resolution, and Recovery to internal Integris employees
• Remote into end users thin client/desktop/thick client either using VMware Horizon, Citrix Monitor, Stratodesk or Bomgar to further troubleshoot/replicate the issue
• Manage incidents in accordance with agreed upon criteria and document end-to-end Incident Management
• Process to include logging, triaging, analyzing, resolving, and investigating technological functional issues
• Troubleshoot application problems, maintains applications, and provides input on system configuration
• Create ServiceNow tickets based on the user’s systems issues and level of priority, then assigns ticket to a Configuration Item for resolution

Jacksonville, Florida, US

Huntsville, Alabama, US

• Helped grow a Community from 100 members to 4000 members by adding key features and optimizing our system
• Moderate our work related Discord server that encourages Accountability and provides members with the resources to improve different key areas of their life

Draper, UT, US

• Skillfully solved intricate cases while collaborating with team members, customers, and third-party companies to resolve inquiries
• Troubleshooted solutions for customers interacting with the company website by offering technical support that enabled members to spend their time more efficiently
• Efficiently navigated multiple software platforms to create a seamless experience for our members while providing exemplary customer service
• Serve as a customer advocate by identifying underlying customer needs and guiding them to appropriate programs and resources
• Precisely communicated government mandated compliance and company policies while providing insightful solutions with detailed explanations for our members
• Display compassion, respect, and self-confidence when communicating with customers

Lakeland, Florida, US

• Lead department while manager was out for six months, managed a team of eight associates
• Created daily orders for the department and maintained inventories at optimal levels by anticipating customer demand
• Cross-sell product and educate customers on new products
• Trained new employees on general fresh department knowledge, display standards, food safety practices and procedures, and enforcing safety regulations for our teams and customers
• Worked with my department team to successfully push sale items and exceed weekly goals
• Balance inventory daily and run accuracy reports to ensure procedures and production remain profitable

Lakeland, Florida, US

• Processed transactions accurately and efficiently to minimize the time in line, and fulfilled special requests from customers when possible
• Maintained knowledge of current promotions, prices, products and services available at store level to provide accurate information to customers
• Assisted other associates as needed during busy times and assisted in maintaining a clean environment throughout the store, including but not limited to cleaning spills quickly and thoroughly
• Answered customer questions about product availability and recommended similar products when requested to do so
• Pleasantly interact with customers and associates to ensure complete customer satisfaction and positive employee relationships while representing our company with a positive attitude
• Tended to customer needs, resolve customer complaints, and ensuring accommodations were made to preserve loyal and returning customers

Lakeland, Florida, US

• Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
• Maintained calm and courteous when handling customer complaints and dissatisfaction, and worked with them to find a solution for the benefit of all parties
• Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner
• Used time efficiently when not serving customers, including cleaning registers, restocking points of interest and returned shopping carts to store
• Cleaned and organized the store, including the checkout area and displays
• Welcomed customers into the store and helped them locate product

Business/Commerce, General

Education record