Jonathan Orellana

Jonathan Orellana OVERVIEW • Effective Communication • Problem Solving • Support Specialist • Adaptable • Customer Service • Planning & Monitoring • • HTML CSS • • Prioritizing & Analyzing Project Management • Bi-Lingual (English and Spanish) • Technical Writing • Detailed & Organized • Citrix, GoToMeeting, WebEx, Zoom, etc EDUCATION Cuyahoga Community College, Cleveland, OH Business myTEFL, West Vancouver, BC, Canada Management Courses Completed Teaching English as a Foreign Language Certification Continued Education HTML, CSS, Javascript, Python, React, C#, and Swift Github: https://github.com/OrellanaJonathan EXPERIENCE Acosta, Jacksonville, FL Business Systems Support Analyst • • • • Provided first point of contact support to users at various levels within the company and with outside users to identify application issues and collaboratively develop the solution with the IT team Interacted with users via email, phone, chat and multiple vide conferencing softwares such as WebEx, Zoom and Skype to manage support issues Maintained a knowledge base system to easily track and respond to different issues from our users Self-managed my scheduled to follow through with the multiple projects assigned and to complete them by the deadline AutoQuotes, Jacksonville, FL Support Analyst III • • • • • • 2011 - 2017 Provided frontline support to end users in English and Spanish including general software troubleshooting, feature research, identified risk and implemented technology solutions Managed a ticketing system for all customer inquiries and provided follow up calls Created and maintained support documents for the system application Conducted live online classes through Citrix, WebEx, GoTo and Adobe Connect • These classes would also be personalized for specific user or group setting needs. Kustura Technologies, Jacksonville, FL Support Specialist • 2017 - 2019 2010 – 2011 Supported over 40 client customers and worked with a team to resolve all customer IT issues through a ticketing system to effectively help and support our users. Provided troubleshooting assistance through phone, email and chat for any technical, hardware and software system issues Went on site to modify, install or repair computer software and hardware related issues.