Five9
Sebastian Monroy
IT Support
Ibague,TOL
Summary
IT support and workforce management (WFM) professional with experience in applications such as Five9, Salesforce, and KHOMP. Previously held the position of Operations Analyst and Technical Support with an extensive knowledge of operating systems, telecommunications tools, TELCO basics, telephony KPIs, and diagnosing and resolving hardware and software system failures. Recognized for meeting assigned tasks and maintaining optimal SLA response times, seek to continue growing and acquiring key knowledge for developing various activities within the field of technical support and software implementation.
Overview
3
3
years of professional experience
2
2
Languages
Work History
WFM Analyst
Smartbeemo
10.2022 - 06.2024
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Streamlined WFM processes for enhanced efficiency and productivity
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
- Ensured compliance with labor laws and regulations through meticulous tracking of work hours, overtime calculations, and paid time off accruals.
- Provided ongoing training and support to WFM team members, enhancing overall team competency and performance.
- Served as subject matter expert for WFM software systems, advising on updates and system improvements as needed.
- Reduced employee absenteeism with proactive monitoring and management of attendance records.
- Evaluated individual employee performance metrics for timely identification of potential issues or areas needing improvement.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Produced and updated documents, reports, and tracking spreadsheets using Google Sheets, Looker, Five9 and Salesforce.
- Developed and implemented onboarding and orientation programs for new employees.
- Conducted performance reviews and provided feedback to managers on employee performance.
Support Technician
Smartbeemo
10.2022 - 06.2024
- Configured hardware, devices, and software to set up work stations for employees.
- Attending approximately 30/40 users per day for technical requirement, maintaining stable SLA for support assistance
- Monitored systems in operation and quickly troubleshot errors.
- Implemented proactive measures to identify potential issues before they escalated, minimizing system disruptions.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Evaluated system logs to identify patterns of issues, recommending improvements to prevent recurring problems.
- Conducted regular systems maintenance to optimize performance and minimize downtime.
- Developed comprehensive documentation for support processes, enabling faster issue resolution for team members.
- Reduced response time for support requests by prioritizing tasks and managing workload effectively.
- Enhanced system performance by diagnosing and resolving hardware and software issues.
Customer Success Associate
Concentrix
10.2021 - 10.2022
- Collaborated with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
- Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
- Supported clients during critical events or emergencies by providing timely assistance and guidance, minimizing potential impact on their operations.
- Worked closely with technical support teams to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout resolution process.
- Implemented effective strategies to track customer feedback, leading to improved service levels and higher satisfaction ratings.
Education
Courses Finished - CVV Operating System
Five9 University
Online 05.2001 -
No Degree - Law
Universidad Catolica De Colombia
Bogotá, Colombia 05.2001 -
High School Diploma -
Institución Educativa Colegio De San Simon
Ibague, Colombia 05.2001 -
Course Completed - Computer Support Specialist
Servicio Nacional De Aprendizaje SENA
Colombia, Colombia 05.2001 -
Skills
Workforce Management
Software
Salesforce
Khomp
Interests
Traveling
New Lenguages
Learn new IT habilities
understanding and optimizing AI implementation
I was trying to get an efficient methods for using AI in favor of improvement performance at work and daily basis, its important because all the new implementations have to be added to our daily in order to make more efficient work or different implementations with text generation, app usage or diagnosing different kind of issues
Timeline
WFM Analyst
Smartbeemo
10.2022 - 06.2024
Support Technician
Smartbeemo
10.2022 - 06.2024
Customer Success Associate
Concentrix
10.2021 - 10.2022
Courses Finished - CVV Operating System
Five9 University
05.2001 -
No Degree - Law
Universidad Catolica De Colombia
05.2001 -
High School Diploma -
Institución Educativa Colegio De San Simon
05.2001 -
Course Completed - Computer Support Specialist
Servicio Nacional De Aprendizaje SENA
05.2001 -
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