Osiris Antonio Hernandez Vasquez

Osiris Antonio Hernandez Vasquez Date of birth: November 3rd, 1983 Email:-Mobile: - EDUCATION Universidad de Sonsonate (2002 - 2006) System Engineering (not completed) Sonsonate, El Salvador Colegio Centro America (1991 – 2001) School / High School - Completed Sonsonate, El Salvador Additional education information: Studied at Tenth Street Elementary School and Hobart Boulevard Elementary School in Los Angeles from 1991 to 1995. WORK EXPERIENCE Telus International (June 2012 – Present) Google Cloud Support - L1 phone agent communicating via phone, email, and chat. Later L2 Subject Matter Expert of Email team (Gmail, Contacts/Directory, Hangouts, Google Groups for Business, Google Vault). This allowed me to have knowledge and experience in DNS management from different registrars and web hosts such as GoDaddy, Network Solutions, Wix, HostGator, Bluehost, Enom, HostPapa, etc. - As L2 Subject Matter Expert, my role was the same to an internal helpdesk helping agents providing ideas on how to troubleshoot or providing the answer on how to solve the issue and also to take technical escalation (requires to have good and proper soft skils to deliver bad news.) where further troubleshooting was required. This role was for anyone that knew all or a lot about the product and if you didn't know, you would use your research skills to find a solution or answer. - As L2 Subject Matter Expert, also covered other colleagues (meetings, sick leave, etc.) that had the same role for other supported G Suite products https://gsuite.google.com/intl/en/terms/user_features.html. Telus International (August 2011 – May 2012) - Koodo Mobile Customer Service Representative working as phone agent assisting customers with billing information like unknown charges, explaining proration, offering to upgrade their plan (upsell when the situation allowed), phone number change etc. DELL / Stream Global Services (May 2007 – February 2011) - Dell Computers Consumer Technical Support and SMB Technical Support as phone agent due to my personal interest in technology and computers (building my own). Provide hardware and limited software support, help customers troubleshoot and/or replace computer parts. Take decisions of what replacement part had to be sent after proper troubleshooting. - Subject Matter Expert for Sales in Consumer and SMB Technical Support helping agents find opportunities to sell thanks to the ability of upselling during my phone calls depending of current scenario (out of warranty, not enough RAM, etc.) like selling hardware upgrades, software, mention the benefit of a new computer versus keeping an old computer, etc. This project was called Total Solutions. - Kana Email for Latin America Technical Support, I was in charge of confirming the warranty via scan or picture of invoice of a customer that bought a computer from a retail store to confirm if it was entitled for hardware warranty support. - Order Modification Department (cancel and re-enter) at Sales where I took after sales calls from customers that wanted to downgrade or upgrade their computer. This is where I continued developing my skills of upselling and letting the customer know the pros of upgrading and cons of downgrading. - Live Voice Response agent role in charge of routing incoming sales calls to the proper sales related team (sales, cancel and re-enter, returns, and customer care refunds).