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Andres E. Jerez

Andres E. Jerez

Followers of Andres E. Jerez145 followers
location of Andres E. JerezLakeland, Florida, United States

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  • Timeline

  • About me

    Product Support Specialist at Wolters Kluwer TeamMate AM

  • Education

    • Clark University

      2003 - 2004
      Graphic Designer MC Visual Communications

      The visual communication intense program focused on design principles such as typography, color theory POP, POS, branding and prepress methods.

    • Northern Essex Community College

      2000 - 2003
      Graphic Design

      The creative program emphasized on competitive design techniques. Projects included hands-on analog design, which involved painting, photography, progressively advancing to dimensional design up to digital design, and it’s modern applications.

  • Experience

    • Amadeus Hospitality

      Jan 2005 - Jan 2016

      Delivered customer-centric technical and functional support including on-site, in-house and telephone assistance, training and guidance.Key Accomplishments: •Contributed to the overall effectiveness if Customer Support, by using a data-based approach towards increasing the team’s overall operational efficiency; offered ideas for exceeding client expectations in North America, as well as Central and South America.•Attained experience in identifying causal root problems and troubleshooting SMTP, SQL database, email and IIS setup, COM+ and UI issues. Show less Provided frontline support and installation services to customers of Amadeus Hospitality.Key Accomplishments: •Analyzed, troubleshot and resolved issues through diplomacy and conflict resolution with respect to incoming calls or requests from support contact customers; used established standards and procedures to escalate issues that could not be resolved in line with performance metrics.•Maintained technical and application knowledge of all supported product as well as hardware and software knowledge through internal and external training, Amadeus Hospitality eLearning materials as well as hands-on experience. Show less Responsible for managing development projects, including associating within all business units, other campuses, production and developing engineering teams, as well as sales/marketing and manufacturing teams.Key Accomplishments: •Generated and designed floor plans, campus maps and capacity grids; collaborated with CAD Services team at various levels; delivered projects on time and developed processes to streamline routine actions in Illustrator in addition to a task efficiency process. •Trained new contractors on the technical aspects of the job. Show less

      • Senior Support Analyst

        Jan 2013 - Jan 2016

      • Support Analyst

        Jan 2008 - Jan 2013

      • CAD Service Specialist

        Jan 2005 - Jan 2008

    • Cyracom Language Solutions

      Sept 2016 - Apr 2017
      Spanish Interpreter

      Offer coordinated care to facilitate the grow and retention of customers by providing fast, efficient and consistent high-quality interpretation in an effort to reduce language service issues.Key Accomplishments: •Participate in regular audits to ensure performance is within regulatory compliance.•Function as a conduit between clients and their target consumers.

    • Wolters Kluwer TeamMate AM

      Jul 2017 - now
      Product Support Specialist

  • Licenses & Certifications