Santiago Mendez Jr.Smendez81@live.com

I am looking to work for an organization that will allow me to use the Networking, Programming, and Security skills that I have, as well as the new computer skills I have

learned from attending ITT Technical Institute. I want to not only help customer that are in need of technical assistance but also help contribute to the success of the organization that I

am working for.

Education

ITT Technical Institute, Orange CA. May 2013 to Expected to Graduate Nov 2014

54 Credits completed. Computer Structure and Logic Introduction to Networking Client-Server Networking Client-Server II Networking Introduction to Programing Linux Networking IP Networking Database Concepts Introduction to Information Security

Skills

Can fluently speak, read, and write English and Spanish Can efficiently work with many Operating Systems including but not

limited to Windows Server 2008, Windows XP, Windows 7, Android, iOS, and Linux

Can create and maintain Excel spreadsheets, PowerPoint, Access databases, and other Office related documents.

Can Communicate with customers directly over the phone and provide customers with troubleshooting that can resolve their reasons for calling in.

Can Create PowerPoint presentations to teach others how to use new program in a detailed fashion to enhance customer service.

Can comfortably speak in front of many people to provide training and guidance, as well as presenting reports and ideas to upper management.

Work Experience

County of Orange – Social Services AgencyOrane, Ca 92868

March 2013 to current

Eligibility Technician

Supervisor: Rene Camarillo (714) 940-3981 Assist both English and Spanish Speaking clients with filling out Medi-Cal forms and with

eligibility questions. Supported co-workers by answering questions regarding computers before contacting IT

department. Beta test new programs before being implemented to the whole agency Report findings of Beta testing to management. Reviewed all paperwork submitted and determine eligibility for Medi-Cal Approve, Deny, and Discontinue Medi-Cal eligibility of clients. Submit monthly reports of all work completed to management, including the number of cases

approved or discontinued.

GamestopAnaheim, Ca and Las Vegas Nv.

June 2007 to current

Senior Game Advisor

Supervisor: Johnny Mcintyre (714) 917-7554

Supervise Game Advisors Train new hires on how to use the register, and daily duties. Handle customer escalations and resolve any issues while providing excellent customer

support Provide daily reports to management regarding store and employee performance. Assist both English and Spanish speaking customers with a wide range of video game

questions Assist customers that are having technical issues with their video game systems. Maintain store cleanliness and organize products to increase customer sales and ease of

shopping. Close Registers and prepare deposit to be taken to the bank.

SprintLas Vegas, Nv.

September 2011 to September 2012

Business Technical Support

Supervisor: Donald Clemons (702) 561-7268

Floor walked to assist fellow employees with questions they had to further assist their customers.

Helped business customers connect to their company’s VPN via smart devices. Assisted customers to set up and connect their air cards and Wi-Fi devices. Assisted customers turning on the Hot-Spot feature on their phones and connecting their

devices to hotspot. Verified settings on laptops and other devices that were not able to connect to the internet Handled customer escalations to resolve any issue that the customers had and ensured

customer satisfaction Assisted both English and Spanish speaking customers with any issues they had with smart

devices including phones and tablets. Followed up with customers to ensure that issues were resolved properly Ensured that all performance statistics were being met.

ClearwireLas Vegas, NV.

July 2008 to August 2011

Technical Support/Training and Quality Analyst

Supervisor: Joanne Abraham (888) 888-3113 Helped customers to set up their internet connections Remote logged in to customers computer to verify LAN and WAN settings. Assisted customers with connecting their devices to a VPN. Removed DUN that prevented computers from accessing the internet or were causing errors

on the customer’s computers. Trained all new hires on programs used to help customers as well as call quality guidelines. Trained current employees on new tools available to better assist customers. Provided feedback and reporting to management regarding progress of new hires and call

monitors. Monitored both English and Spanish calls to ensure that customers are getting exceptional

customer service. Provided feedback to employees regarding areas of opportunities that were found while

monitoring calls. Provided assistance to employees to be able to maintain 95% call Quality while meeting all

performance statistics including schedule adherence, average handle time, after call work and sales requirements.

County of Orange - Health DepartmentSanta Ana, Ca. 92706

February 2000 to July 2008

Office Technician

Supervisor: Gloria Trejo Assisted both English and Spanish speaking clients with filling out forms and all questions. Supported coworkers by answering questions regarding computers before contacting IT

department.

Reviewed all paperwork to submit to the state for billing purposes. Entered all paperwork from doctors into the computer database. Submited paperwork into state database for payment

Achievements/Awards Clearly the Best Award at Clearwire for work with improving call center statistics. Assisted with the opening and training of a new call centers.

Memberships AFSCME Local 2076

Union Representative

Multi-Cultural Diversity CommitteeSpanish Speakers Representative

Orange County Employees AssociationUnion Representative