BLANCA LEONOR MORALES
Panamá, Panamá-
Residencial and Work permit-Information technology Technical Support with 7+ years of experience providing excellent
customer service and problem escalation/resolution. Possesses a B.A in System Engineering and
expertise in Operating Systems, Windows serves, Networking, MS Office, Opera, Micros, Active
directory, and skills for troubleshooting and advice users. Looking to leverage my knowledge
and experience into a role as Technical Support agent.
PROFESSIONAL EXPERIENCE
HARD ROCK HOTEL MEGAPOLIS PANAMA CITY
Revenue Assistant, December 2019 – March 2020
Administrate distribution chanels (Opera pms, Sinsys, Travelclick)
Assist with the implemation of CRM for sales, reservations and Event (Bitrix)
Manage a loyalty program (Megapolis Stars)
Generate revenue reports (Pick up, day by day, reservations, forecast)
Verify all reservatios in order to check if rate codes are correctly charged
Configure rate codes and promotions for all the distribution chanels
SOS OFFICE SOLUTIONS (FURSYS) PANAMA CITY
Information Techonolgy Assitant, August 2019 – December 2019
Configure Android celphones (emails, back up, whatsapp and others apps)
Assist IT manager with technology providers (payments, new hiring, quotes)
Give support with basics tech issues by phone to all the employees in the company
Manage a ticket record for all the inconvences reported and montly stadistics
HOME TEACHER
Bilingual tutoring at home Januany 2019 – June 2019
Provide creative and proper study aides and techniques to assist student with future
assessments
Assist student on their assignments for basic understanding
Research and develop many resources while tutoring, including worksheets, lesson
plans, and both formative and summative assessments to gauge students' learning.
Work with students in multiple academic areas and help to be prepared to take exams
CONCENTRIX NICARAGUA
Advisor Email English Avalon, June 2018 – March 2019
Provide support by email to Avalon Customer by answering any inquires about the
product, explain how to use it, how to configure a new accoount, resolve any billing
or configuration inconveniences.
Share information about new configurations, release or updates of any service related
with the product.
Use the techology tools to provide the best customer service and help customers to
resolve inconveniences and address them step by step to figure out a soluction if there
is possible or look for any possible option always giving a extra mile in order to make
the customer to have an exception experience.
DELL PANAMA CITY
IT Support, June 2017 – October 2017
Provide support from the beginning to the solution to the technical problems of
customers related to hardware and software through chat sessions and emails.
Assist clients in diagnosing problems and providing solutions to technical and service
problems
Use problem solving techniques and tools to identify products that are defective and
use the guidelines when issuing calls or service contacts
Advise and educate clients within the procedural guidelines to ensure a complete
solution to your technical questions or service
Recreate, identify and provide information about unique or recurring problems to the
client
Stay informed about the Dell product line, products and current industry technologies
Provide a positive customer experience in accordance with Dell standards
Monitor and track problems to ensure accurate resolution.
HARD ROCK HOTEL / RADDISON HOTEL PANAMA CITY
IT Support, December 2016 – June 2017
Manage the email service, user’s administration, virtual platform and instant messaging
and the institutional telephone network.
Execute policies in the Internet service both wireless and data network.
Support users in operations of implementation or adaptation of computer services.
Detect and eliminate viruses and / or spyware. Install and maintenance of own software
or commercial programs.
Install and configure the internal or external technical components.
Perform inventories and control of hardware and software.
Perform inventories and control of hardware and software.
Develop maintenance plans and establish safety criteria.
WINSOFT CORP, S.A PANAMA CITY
IT Support, September 2016 – November 2016
Provide assistance to end users of online application planillapanama.com
Bulk upload of user information in database
Install and configure attendance control
Perform preventive and corrective maintenance of hardware and software on desktops
and laptops.
AQUA NICARAGUA WELLNESS RESORT
IT Support, April 2016 – August 2016
Solve problems with Quickbooks, maintenance and configuration in LAN Bulk upload of
user information in database.
Give support for computers and printers, Windows server maintenance 2008, Support for
Fingertech, Ezee
VENETO HOTEL AND CASINO, PANAMA CITY
IT Support, July 2015 – January 2016
Manage and support servers Windows server 2008, active directory, certificate authority
(CA), Cage, Casino Link, EZpay, Peachtree, Kronos, Opera PMS, Micros, Materials
Control, SharePoint - Intranet, (Hardware / Software), Helpdesk, MS , Exchange,
Windows 7, Windows 8, Qnap, Ricoh multifunctional and printers.
Give preventive and corrective maintenance of computers and laptops, Keybox,
antivirusTrend Micros, Access control, structured cabling, wireless networks (AP
Ubiquitis).
Provide troubleshooting and technical support to End Users, administrative staff and
hotel guests.
TECH CHANNEL CORP, PANAMA CITY
IT Support, July 2014 – June 2015
Provide preventive and corrective maintenance (Hardware / Software) to computers,
laptops and printers.
Manage and supervise CCTV and maintain structured cabling and wireless networks.
Install Windows operating system and other applications needed in the company.
Give short-term solution with problems in hardware and networks and create an incident
log.
Provide troubleshooting and technical support to End Users and administrative staff
EDUCATION
UNIVERSIDAD CATOLICA REDEMPTORIS MATER
Bachelor of System Engineering, October 2011
ADDITIONAL SKILLS
Strong technical and analytical skills
Bilingual in Spanish and English
Solid experience in problem analysis and resolution of software problems.
PERSONAL REFERENCES
Ing. Tomas Brown - IT Manager Hard Rock Hotel - Cel:-
Ing. Luis Cuadra - IT Manager - Marriott Metromall - Cel:-
Ing. Abraham Perez - IT Manager – Banco Pacifico - Cel:-
