Javier Ernesto Velásquez Picot

• Client Success Manager for 30+ companies, Management for IT team, companies, SaaS admin support, Equipment purchase, Billing, Project and staff management, Quotes and Vendors administration
• Evaluated customer problems, implemented resolutions, and followed up with clients to manage additional problems and maintain satisfaction.
• Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
• Tailored customer relationships by determining expected needs and finding correct solutions.

• Managed life cycle replacement of hardware and software.
• Analyzed network security and current infrastructure, assessing areas in need of improvement.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.

• Taught English language to Spanish students.
• Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress reports.
• Developed interesting lectures and educational activities to maximize learning within classroom.
• Organized detailed list of resources to help students go beyond classroom environments and delve into topics of interest.

T1 support for application, server evaluation, interfaces and databases on server for hospitals in the US, Documentation builder and fixer for existing and new procedures on the company

• Demonstrated safe practices and procedures in store by adhering to company standards.
• Gained familiarity with company products to answer customer questions and make recommendations.
• Technical support for companies in Canada
• exchange, AD, application and server support, printer server setup and troubleshooting, remote connection to users

• Developed and presented business cases, presentations and reports to senior management.
• Mobile customer support and device troubleshooter

• Answered customer questions via telephone.
• Explained available products and services, demonstrated features and used persuasive communication strategies to redirect concerns.
• Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.

• Answered customer questions via telephone.
• Explained available products and services, demonstrated features and used persuasive communication strategies to redirect concerns.
• Provided suggestions for process, application or documentation improvement.
• Traveled to Rockford Illinois to assist the 1st group of the service in the location. (Activations for new users and credit checks for eligibility)

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Spanish position, internet connection issues support, reviewed IP information and testing to router and server

• ssAImplemented technical solutions to solve customer issues and increase satisfaction.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Monitored systems in operation and quickly troubleshot errors.
• Collaborated with outside departments to implement system-wide improvements.
• Review Quality for employees.

• Hired and supervised subcontractors to improve production and meet critical deadlines.
• Visited location for any support requirements on site for computer, printer and other mobile devices

• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• Understood each target customer's business model, mapped out organization, and identified unique technology needs.
• Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.

• Prepared and implemented lesson plans covering required course topics.
• Led interesting and diverse group activities to engage students in course material.
• Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
• Planned dynamic lessons to increase student comprehension of books and literary concepts.
• Coordinated activities to encourage interest in reading.