2006 – Present
Los Angeles Community College District, Los Angeles, CA
Developed curriculum and executed the lesson plans with large and small group and one on one private tutoring. Created training manuals and handouts for all classes taught. Classes ranged from introduction to advanced classes in windows, Macs, IOS, Photography, programing and web development.
Trained large, mid size, small groups and one on One with a broad range of backgrounds and skills.
Created training materials, handouts and tools for students to increase the training effectiveness.
Managed schedules for both colleges to increase productivity and reduce schedule conflicts.
Classes given include: IOS Hardware, IOS Software, Web Design HTML and CSS, Game Programming and design, Windows 7, Windows 10, Computer Essentials, Computer Basics, Computer Upgrades, HTML Basics, E-Bay, E-mail and Internet Essentials, Digital Cameras, Microsoft Word 2007 2010 2013 and 365, Excel 2007 2010 2013 and 365, Microsoft Power Point 2007 2010 2013 and 365, Computer Keyboarding, Advance Google Research.
McCabe PM, Los Angeles, CA
Manages all accounting, record keeping, financials for many associations in the LA area.
Schedules Service techs to go and fix issues in the properties.
Maintains Network, Website, and anything technology related.
2014 – 2016
Encycle, San Marcos, CA
Operations Support Technician
First line of support with field installers, was able to create business processes to stream line the administrative work and reduced it by 75% while implementing validation rules to eliminate human error. Consolidated and enhanced a company wide manual for devices that included troubleshooting and training for new support staff. Account manager for large corporate accounts including Johns Incredible pizza, Amerisource, Babies-R-Us, Factory 2-U, Fallas Paredes, Pier 1 Imports and many more.
Trained new clients on our software over the phone.
Created Manual for staff training and as a resource
Created Scripts with Tera Term to reduce Administrative time and remove human error.
Generated business processes that reduce human error and reduce administrative time by 75%.
2013 – 2014
Verizon Wireless corporate, Irvine, CA
Customer Service/Tech Support
Responsible for customer inquires, complaints, billing, and payment extension/service request, repair trust, locate resources for problem solution and designed best-option solutions. Interface with internal partners to ensure first call resolution is achieved on every call in addition to conducting tier 1 troubleshooting.
Managed a high-call volume workload within a deadline-driven environment. Resolved an average of 400 inquiries in any given week and can consistently exceed performance benchmarks in all areas (speed, accuracy, volume).
Became the lead “go-to” person for new reps and particular challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
Helped company attain the highest customer service ratings (as determined by customer satisfaction surveys) earned 100% customer satisfaction for several months.
Completed a 4 month customer service training to learn ways to enhance customer satisfaction and improve productivity.
2001 – 2013
Roberto’s PC Repair Service, Long Beach, CA
Ran a consulting IT consulting business's that focused on marketing, management, procedures hardware and software for many clients in different industries.
Planned network infrastructure for current and future needs of business to improve network efficiency.
Provided troubleshooting for software and hardware to small business offices in order to decrease cost.
Trained new and existing staff in equipment and procedures to increase performance.
Wrote system policies for different business to ensure compliance of give net laws and policies.
Evaluate computer hardware and software to prevent and prepare for the future to minimizing cost.
Purchased and installed hardware and software needed for small and large business.
Created in house database when an off the shelf was not available to meet client specific needs
Developed websites for business to increase profit, sales and customer awareness through marketing and proper SOE.
2006 – 2006
Giant Leap, San Clemente, CA
Technical Support Administrator
Provided IT support for a start up company that created software to aid other companies in designing and invoicing customers for window treatments.
Tested new equipment and technologies that may benefit the company in its project
Created a user manual and updated as the product evolved and included new features.
Tracked inventory and forecasted for growth in order to maintain inventory cost to a minimum.
Translated document into Spanish and was the translator between departments.
Managed and trained staff to ensure everybody understood their rolls and what was expected.
Perform technical support onsite/remote for customers in order to trouble shoot network issues.
Experience in Teaching
10 + Years teaching and training in classroom setting and one on one.
Experienced in Developing Curriculum and execute
Uses to translate technical terms in layman’s terms
10 Year track record with over 95% satisfaction rate with + student surveys after every class.
Experienced in teaching OIP through Goto Meeting
Managing Small or Large groups
President of fraternity - Increased retention, doubled size, while doubling our savings through fundraising and marketing.
Secretary of fraternity - Maintained minutes, organized meetings, set up agenda and made sure we adhered to rules and regulations.
Managed a team of 15 (Terminix)
Managed large projects from start to finish (Roberto's PC Service)
Account Manager (Encycle)
Created Websites for clients
10 Years in Web Design Experience
ERD, Data flow Diagrams, Normalization
Visual Basic.Net programming, advance form development, access database feed, report development
Course project: Interactive application of a Restaurant from booking tables to taking order to maintaining an inventory control
Client Relations Services
Customer Service on phone and in person
7 Years in direct Customer Service (Terminix, Verizon, Encycle)
11 Years Teaching (LA County District)
10 Years in Technical Support (Robert’s Pc Service)
SAP Sales and Distribution Module
Enterprise and business process modeling
SAP SD module Sales and procurement process
SAP SD module configuration
Servers, Desktop, Laptops, Thin Clients
Microsoft Server 2008
Certificate: Fiber Optic patching and installation
System Performance: Use Wireshark to analyze network traffic, command Prompt
Cat 5 & Cat 6 Patch Cables
Routers, Switches, Modems, Remote Connection
Data Management, Client Interface, Data Mining
Oracle Database 10 g
SQL, Relational data modeling, Structured Query Language, advance query, data extraction, grouping reporting, Paradox
MS Access, Have created access database for a company to assist in taking orders and maintaining inventory
Clerical, analytical skills
Advance Word, Excel, PP in 2007, 2010, 2013 and 365
Access & Outlook Scripting
Typing Speed 70WPM
11 Years Presentation Experience
Desktop Support and Networking Support