Ismael Arriojas
Customer Support Team Lead @Shoplogix
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WORK HISTORY
Customer Support Team Lead @Shoplogix
Oakville, ON, CA
Involved with Deployments, Pre and Post Sales Support, Customer and Partner Training and Field Services.Diagnose and troubleshoot technical issues, determine the cause and any solutions or workarounds to an issue. Proactively contact customers on a regular basis to build and maintain strong working relationships and ensure their continued satisfaction.Engage in Continuous Improvement initiatives in assisting company and customers in finding areas of improvement
EDUCATION
University of Toronto
BA Certification, Business
Universidad Simón Bolívar
Specialization, Business Management
Goleansixsigma
Lean Six Sigma Green Belt Certification
Universidad Simón Bolívar
Computer Engineer, Computer
Management and Strategy Institute
Lean Six Sigma Black Belt Certification
SKILLS
ABOUT ISMAEL ARRIOJAS
Computer Engineer - Business Management Specialization - ITIL certified - Software Deployment and Support (6 years)- working experience in Telecommunications area (10 years)• Involved in Application Deployments, Pre and Post Sales Support, Customer and Partner Training and Field Services.• Good understanding of Manufacturing Metrics and Smart Factory• Manage customer support cases on a day-to-day basis• Good understanding of celular telecom technology • Knowledge in the Administration and Support of OSS (Operation & Support Systems) • Experienced Technical support for IT acquisition and implementation including Business and Technical advice in long-range information technology planning and budgeting • Extensive knowledge of Remedy ITSM System• General expertise of UNIX and Microsoft Operation Systems, Oracle databases, Power Point, Excel, Access. SQL Plus, and computer Networks.• Data Modeling and understanding of relational Database concepts• Good skills in the Management and Operation of Statistical processing applications for telecommunications platforms• Effective management of medium-sized information systems projects• Leadership and organizational skills, developed in more than ten years of experience coaching and managing work teams.
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