Ivan Garcia
Skype ID: idgarcia15
Cellphone: -
E-mail:-LinkedIn: www.linkedin.com/in/ivan-garcia-49b04161
EDUCATIONAL QUALIFICATIONS
Master’s degree in Information Technology and Communications
Universidad Argentina de la Empresa UADE (In progress)
Bachelor’s degree in Electronic and Telecommunications Engineering
Universidad Autónoma del Caribe UAC (2006 – 2011)
TOEIC Certification (Test Of English for International Communication)
Barranquilla – Atlántico, Colombia (2011)
LANGUAGE SKILLS
Languages: Spanish (Native), English (Fluent).
WORK EXPERIENCE
Mobileum Inc (ADECEF S.A.), Buenos Aires, Argentina (January 2013 – September 2016)
Product Support
Configuration of testing scenarios for mobile operators (international roaming quality assurance).
Detection of software bugs and issues (incident reporting).
Provide customer support via e-mail/chat/phone using ticketing systems (Kayako).
Preparation of training sessions for final users.
Testing of software features.
Achievements:
Mobileum Service & MVP Award (quarter 3 - 2015) for superlative efforts in providing excellent customer support to several accounts.
Travels to Bahrain and Saudi Arabia to train users on how to use the offered software.
FedEx Express, Barranquilla, Colombia (May 2011 – July 2012)
Customer Service Agent
Documentation auditing of outbound packages to avoid delays in destination's customs (International Information Coordinator – IIC’s duties).
Management of packaging supplies requested by external customers.
Execution of weekly reports about service availability to analyze failures and define actions to improve.
Coordination services for picking up packages in particular scenarios.
Customer support services to external clients over the counter.
Achievements:
Operational reports at the highest possible levels (V30).
Cerrejón Coal Limited, Colombia (January – July 2010)
6 months Internship
Auditing of networking installations.
Daily monitoring of networking devices for troubleshooting issues.
Video conference systems support.
Implementation of switches, video beams and IP phones in internal locations.
Monthly execution of reports about network availability.
Provide customer support via e-mail/chat/phone for internal clients.
Achievements:
Improvement of the video conference systems for making and receiving external H.323 calls and sending and receiving H.239 data over the internet.
Creation and drafting of guideline documents for the implementation of operating procedures such as registration of equipment in databases, reviewing and printing of service orders through HTTP applications, among others.
