Armando Sanchez Hernandez

Experience

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  Pearson Hispanoamérica

  May 2014 - May 2022

  Senior Customer Service Technical Support Administrator

  -On-site support to end customers.​-Sales risk prevention.​-Process validation of QA support.​-Customized bilingual support to internal and external clients in Latin America.​-Coordination of different projects in Latin America.​-Re-engineering of processes to improve LMS support.​-Internal and external teams' supervision in order to submit results for end user.​-Requirements documentation for main clients in Latin America.​-Development of service, support and follow-up protocols for problem solving.​-Provide technical support to different educational LMS, both in Spanish and English, of Latin America.​-Canvas - LMS integrations implementation support.​-Monitoring and support with global teams for troubleshooting and products improvement.​Pearson Educación de México​ Trainee -2014-2016.-Virtual schools' creation and support to different digital products.​-Use of LMS and improvement process development for end-user support.​-Assistance in creating user manuals for Bilingual - Educational LMS. Show less

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  Diebold Nixdorf

  Apr 2023 - now

  Customer Support Administrator

  -Administration of complex issues and give a timely solution manner.-Troubleshooting network issues, connections,platforms,sales systems and payment.-Support of routers and technology infrastructure.-Escalate and tracking problems with global teams of technology infrastructure.-Solving complex problems , using diferents platforms(zendesk, Jira,Sap,Citrix,Sql,Ebs)-Support day-to-day the financial operations.