Axell Villalobos Vargas

Resume Name: Axel David Villalobos Vargas Address: Heredia, Costa Rica Phones :- Email:- Educational Background Next University (Mobile software development) -On Hold UNED(CONED) Bachellor's degree/GED AT&T’s Leadership Academy JUMP QA program of development Cyracom international Interpreter Certification Working experiencie : Hovg inc.- at&t escalation desk / backup Supervisor ( May 2014 until feb 2015) Being in charge of resolutions for cases that required to be escalated due an specific situation that falls outside of the company's Guidelines. Client services inc.-Quality Assurance team lead (March 2015 until Dec 2015) Quality assurance monitoring calls and interactions for financial institutions and lenders based on an structure specified for the governamental regulations ex: Cap One, Santander, Citi Bank. Valor Global Costa Rica / CFS Hero for sprint communications (Dec 2015 until June 2017) Point of contact and knowledge expert between agents and supervisors, analyze and review cases that required a LV2 point of escalation to provide a resolution that may benefit company and customer equally. Teleperformance Costa Rica Quality Analyst team lead at Universal Sign In support (July 2017 until june 2019) Quality Analyst Manager, in charge of managing the QA team's tasks and goals, developing strategies that would allow the production area to reach the goals for KPI's that were set by the client. Provide strategies on how to develop action plans based on each team's capacities and it's individuals skills and areas of improvement. Deliver transparent reports of analisys to demonstrate that actions taken are giving results, this based on business strategies as GEMBA, ATAC, BEST and Six Sigma. Reporting to the production area plans of Quality development based on actions taken, records of results and pointing gapps to cover. IBM - GTS Service desk / Customer experience especialist (July 2019 until november 2019) Remote service desk representative in charge of reviewing tickets that may have been worked by local IT and also to engage measures of containment for specifical situations in which software, hardware, developer equipment and access issues will present for State Street bank's System, including but not limited to Active Directory, AzureID, JAVA Support, HTML5, POP, IMAP, Jabber, MSOffice365, general outages, Outlook. Provide tier 1 tech support to remote users - diagnose and resolve issues related to connectivity, OS (mostly Windows 10), permissions, hardware, software, virus remediation, phones, questions and more. Able to handle tickets that are related but not limited to Multi-remote sessions on Virtual Machines supported by citrix, logmein,gotomypc and related products. Any access or credential discrepancy reported in AD over 9999+ Users. Basic Computer software maintenance line cleaning up Disks, clear cache and coockies, relocate the thumbnails and support to disk’s partitions to provide the best performance the computer is able.to get. Able also to work on AD groip assignmemt to provide network access to shared locations and files. Familiar with mobile device software developing by using SDK and CMD java+ commands to protram Android Platforms and their ROMs Voiance - Interpreter (now a days) Skills and development now a days Approachable people oriented, team worker, ability to develop plans of improvement and visionary proposals, proactive and always thinking outside of the box. Managing and developing skills bases on the account's client's requirements, based on studies made by the client, delivery of metrics requested,analyze representatives performance and regulations applied by the client in order to achive goals, study agent's metrics development and work on áreas of improvement, creation of a performance handling matrix based on the client's requirements. About me: I like to learn different ways of performing in every area, challenges are exciting, I am a really patient and analytic person, quote "work smarter not harder".