Julio Arispe
Pereira,RIS
Summary
Seasoned in elevating tech support landscapes, I leveraged analytical skills and customer engagement acumen at ACI Worldwide to enhance digital payment solutions. Expert in ITIL processes and troubleshooting, my tenure is marked by driving significant service improvements, underscoring a blend of technical prowess and client-centric service excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Tech support Analyst
ACI Worldwide
Bogota
08.2021 - Current
- Company Overview: ACI Worldwide is a global leader in mission-critical, realtime payments software
- Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments, power omni-commerce payments, present and process bill payments, and manage fraud and risk
- We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce
- ACI Worldwide is a global leader in mission-critical, realtime payments software
- Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments, power omni-commerce payments, present and process bill payments, and manage fraud and risk
- We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce
Client Tech Sr. Associate L2
Dell
04.2019 - 04.2021
- Company Overview: A Dell Service Desk allows you to off-load the burden of end-user support while at the same time ensuring response time and service standards with contractual service level agreements
- Automation, remote management, cloud technologies, SaaS and ITIL V3 all work together behind the scenes to preemptively resolve incidents before they impact your end-users
- Our focus on the first-call resolution solves issues faster, and more cost-effectively, while at the same time helping you to avoid costly and inconvenient on-site visits
- A Dell Service Desk allows you to off-load the burden of end-user support while at the same time ensuring response time and service standards with contractual service level agreements
- Automation, remote management, cloud technologies, SaaS and ITIL V3 all work together behind the scenes to preemptively resolve incidents before they impact your end-users
- Our focus on the first-call resolution solves issues faster, and more cost-effectively, while at the same time helping you to avoid costly and inconvenient on-site visits
Google Cloud Support Specialist
Sutherland
Bogotá
11.2018 - 10.2019
- Company Overview: Role-Based Support and Enterprise Support allow you to configure access to Google Cloud Platform (GCP) support
- When you use Role-Based Support, you get more predictable rates and a flexible configuration
- With Enterprise Support, you get quick case response times and you work directly with a dedicated Technical Account Management (TAM) contact who helps you execute a Google Cloud strategy
- Support case management is integrated with the Google Cloud Platform Console with user management built on Cloud Identity and Access Management for enterprise-grade access control
- Role-Based Support and Enterprise Support allow you to configure access to Google Cloud Platform (GCP) support
- When you use Role-Based Support, you get more predictable rates and a flexible configuration
- With Enterprise Support, you get quick case response times and you work directly with a dedicated Technical Account Management (TAM) contact who helps you execute a Google Cloud strategy
- Support case management is integrated with the Google Cloud Platform Console with user management built on Cloud Identity and Access Management for enterprise-grade access control
Business Development Representative
Panametrics Corp
Punta Pacifica
01.2017 - 07.2018
- Company Overview: Our company provides the labor scheduling and Attendance software solution, for most of the larges brands in the restaurant, Hotel and retails industries
- HUBWORKS
- Zip Schedules
- Zip Clock
- Our company provides the labor scheduling and Attendance software solution, for most of the larges brands in the restaurant, Hotel and retails industries
Customer Support Representative
Sitel Group
Bogota
10.2016 - 07.2018
- Company Overview: Cox Communications is known for its pioneering efforts in cable telephone and commercial services, industry-leading customer care and its outstanding workplaces
- For the past eight years, Cox has been recognized as the top operator for Cable Telecommunications and has ranked among DiversityInc's Top 50 Companies for Diversity nine times
- Cox Communications is known for its pioneering efforts in cable telephone and commercial services, industry-leading customer care and its outstanding workplaces
- For the past eight years, Cox has been recognized as the top operator for Cable Telecommunications and has ranked among DiversityInc's Top 50 Companies for Diversity nine times
Executive Specialist Sales Representative
Alorica
Juan dias
04.2016 - 05.2017
- Working for an account, Constellation, a natural gas energy company
- I was in charges to receive inbound calls about 50 to 75 calls daily
- My job was to take care of the customer by providing them with new service, transfer of service, renewing service, reconnections, as a Executive Specialist Sales Representative
Education
GED -
Machill High School
Las Vegas, Nevada01.1999
Bachelor of Science - Computer Science, Information Technology
(UNLV) University of Nevada-Las Vegas
Las Vegas, Nevada11-2004
Some College (No Degree) - Web Developer Full Stack
INTER - Escuela Internacional De Estudios Superiores
Bogota, Colombia02-2020
Skills
- Information Technology
- Data Analysis
- Analytical skills
- Technical background
- Application installations
- Troubleshooting and Diagnostics
- Issue resolution
- Customer engagement
- Customer service
- Documentation and reporting
- SLA compliance
- Training and coaching
- IT ticket documentation
- Data collection
- Technical troubleshooting
- Data entry
- Incident management
- Internal technical communications
- Support ticketing systems
- Remote support
- ITIL processes
- System standards documentation
- Application support
- Software knowledge
- System Administration
- Ticketing systems
- Technical solution analysis
- Issue escalation
- Telecommunications
- COBOL programming
- Mainframe systems
- DB2 database management
- Sales presentations
Certification
- Customer Service: Handling Abusive Customers
- Communication Foundations
- Working with Difficult People
- Effective Listening
- Microsoft Azure Fundamentals
References
References available upon request.
Timeline
Senior Tech support Analyst
ACI Worldwide
08.2021 - Current
Client Tech Sr. Associate L2
Dell
04.2019 - 04.2021
Google Cloud Support Specialist
Sutherland
11.2018 - 10.2019
Business Development Representative
Panametrics Corp
01.2017 - 07.2018
Customer Support Representative
Sitel Group
10.2016 - 07.2018
Executive Specialist Sales Representative
Alorica
04.2016 - 05.2017
GED -
Machill High School
Bachelor of Science - Computer Science, Information Technology
(UNLV) University of Nevada-Las Vegas
Some College (No Degree) - Web Developer Full Stack
INTER - Escuela Internacional De Estudios Superiores
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