Purpose for joining

career opportunities

My Summary

Seeking a position where I can fully utilize my diverse technical skills, background and experience while contributing to the success of my employer.

Current Experience

Sr IT Purchasing Clerk

Previous Experience

Customer Service

My Education

Hihg School

Are you a veteran?

no

Do you have security clearance?

yes

My contact information

Jerry Figueroa
jerryfigueroa@hotmail.com

My resume (displayed publicly)

Objective:
Seeking a position where I can fully utilize my diverse technical skills, background and experience while contributing to the success of my employer.

Skills:
Over ten years of providing excellent customer service in various help desk support environments. Practical knowledge of Windows Windows7/ XP/2000/9x, Mac OS X, Microsoft Word, Excel, Outlook and databases. Familiar with, Internet Explorer, Intranet, basic HTML.


Bilingual: English and Spanish.

Work Experience:

Milestone Business Solutions

03/08 – 02/12
SR IT Purchasing Clerk

As the IT Purchasing Senior Clerk I was responsible for purchasing all software used by all eBay/PayPal and subsidiaries, manage the distribution of it and updating our internal database in Altiris to conform Asset Management Software policies. Performed queries in multiple databases to run weekly and monthly reports for true-ups with all software manufacturers to comply with their end users licensing agreements. Synchronized remote software installations with end users and the L1 Remote Resolution team and provide necessary technical support with installation and/or licensing issues. Answered inbound calls in support of customer needs and directing them to the appropriate support team. Supervised inventory control and updated reports in Excel spread sheets. Occasionally help our end users with technical support of desktop computers, applications and other related technology that includes testing and installation of computer systems and to identify network problems and trouble shoots software and hardware failures.
.
09/07 – 03/08 Compucom On-Site @ eBay
L2 Service Coordinator

Responsible for the daily management of Soft/Hardware support requests in the L2 queue, coordinate ticket assignment with CompuCom staff, coordinate the escalation process as necessary, cross charging for hardware and physical media/license key distribution, generate periodic reports, including daily/weekly SLA, provide security certification process for equipment of non-eBay staff, remote software installs, Hardware retrieval, Laptop key/bag issuance to new users, Fielding telephone calls involving desktop issues, Assist in end-user call resolution, Coordinate ECD extension request as necessary.





12/06-09/07 Manpower On-Site @ Cisco
Customer Interaction Network Escalation Agent Level 2

As CIN Level II agent I handle calls that require use of additional tools for exception situations. Calls will range from “network down” to service entitlement questions. Calls to Level II agents come from both the phone queue, as well as escalations from CIN Level I agents. Responsible for collecting caller information and resolution details in an online tool, also provide feedback on the callers experience in accessing Cisco, as well as feedback on the ease of use and accuracy of online tools and processes. The job involves the extensive use of web-based tools and documentation. If needed for customer success, the CIN agents are empowered to work outside normal boundaries in order to satisfy customer requests.

05/06-12/06 Manpower On-Site @ Cisco
Customer Interaction Network Agent Level 1

Responsible for providing superior support for all first contact calls to Cisco Systems. As a CIN Agent I utilize exceptional interpersonal skills and knowledge to understand the nature and urgency of each caller's request. Based on the request, I will resolve the question by leveraging powerful web-based tools and information in addition to teaching callers how to use self-service web-based tools.

07/04-03/05 Accent Technology Computer Learning Center
Customer Service Representative (evening part-time)

Work with school's president and IT instructors and provide support with all administrative duties, including, customer service, answering telephones, filing, faxing, processing of US Mail photocopying, stocking and ordering of office supplies, data base, word processing, and marketing. Set up classrooms for teachers and students and make sure that they have the proper equipment such as computers, internet connections, and projectors. Respond to student questions and investigate reported problems with lab software and hardware. Assist with the use of video interactive equipment. Perform other duties as assigned.

12/02-11/03 Volts Technical/Siemens/Sun Microsystems
Project Coordinator

Work closely with Sun Microsystems Global Security Management, performed programming, planning access points, and monitor points, security areas for all new buildings for Sun Microsystems global operations into InfoGraphic System and UNIX environment. Run access reports, access list reports, alarm reports and submit them to the appropriate building managers, lab owners and or security investigation department. Updated online programming sheets, online management files. Monitored incoming email and telephone requests from around the world in regards to new programming, programming changes and troubleshoots with technicians and project managers. Ping off-line servers and ACU units, and report to system engineer's unusual network activities.

07/01-12/01 Siemens/Hewlett Packard
01/01-04/01 Manpower/Hewlett Packard
Call Center Representative

Responsible for internal support of Facility and Plant Services throughout all Hewlett Packard Bay Area sites. Provided internal telephone support to Hewlett Packard employees to help them resolve issues, and also assisted with dispatching out to the appropriate group if needed. Entered service request data and time summaries using Maximo Database and provided assistance for delayed or urgent work requests. Close all outstanding complaints in a timely manner consistent with department goals, follow-up with customers to communicate actions for final resolution of the problem and assured customer satisfaction with technical service.


04/99-01/01 Manpower/Hewlett Packard
Queue Coordinator

Answer incoming calls from United States and Canada System Engineers, Quote Coordinators, Sales Representatives via phone, fax, email, voice mail and live for Technical Service, providing prompt and accurate technical assistance and troubleshooting complaints on hardware configuration requests. Interacted with Eastern and Western Configuration Teams to coordinate prioritization, quote expectation setting and daily reports. Enter calls and follow-up in Help-Q database. Monitored electronic queue for Eastern and Western Configuration Teams, Follow-up with customers to communicate interim actions and final resolution of the problem and assure customer satisfaction with products and service. Assumed responsibility for completing special projects assigned by managers when required.