Teotihuacn #220, Residencial Anhuac, San Nicols de los Garza N.L.

Phone 83-32-04-27 Mobile 044-818-017-0100 E-mail josegarza2@gmail.com

Jos Garza Lozano

Personal Information
Marital Status: Single Nationality: Mexican Age: 27 Years Place of Birth: Monterrey N.L. Mxico

Focus
I consider having clear objectives very important because not only knowledge is what makes a person to be successful, the ideas and beliefs of a person are in great part what helps him to succeed, Im a positive person who always thinks that every day we can learn from the past, to help us today to build a better future, because we are the architects of our own destiny.

Education
Elementary: Colegio Americano Anahuac Junior High School: Colegio Americano Anahuac High School: Universidad del Norte College: Universidad del Norte (Business Management)

Work Experience Bellavista Entretainment Center

Working Peroid: 8 Months Job Positions: Walking Cashier, Waiter Job Description: Cashier: Direct Customer Service selling points and managing great Amounts of money. Waiter: Direct Customer Service, providing food and drinks. Income: Cashier: $5000 Monthly Waiter: $1500 Monthly Shift Duration: Cashier: 12 Hours / 4 days per week Waiter: 8 Hours / 6 days per week

Merkafon Teleperformance
Working Period: 1 year and 8 Months Job Positions: Bilingual Agent and Scorecard Analyst Job Description: Bilingual Agent: Customer Service, Retention and sale efforts, taking an average of around 90 calls per day. Scorecard Analyst: Elaboration of a Daily Report on Excel using Macros and Databases joining all the information from different Departments, Aiding also the Quality Department and the Traffic Department with agent managing, and also as a supportive Team Leader taking supervisor calls and managing agents. With all this we helped the operations by giving them appropriate information on what metrics were on that moment, and which of those metrics needed to be improved and also providing feedback to the supervisors about the performance. All this information was shared with the higher management and other departments to help to make action plans and also to find the weak points that needed work to be done. Income: Bilingual Agent: $7500 Monthly Scorecard Analyst: $8500 Monthly Shift Duration: Bilingual Agent: 9 Hours/ 6 Days Per Week Scorecard Analyst: 9 Hours/ 6 Days Per Week

GE Capital Bank
Working Period: 7 Months Job Positions: Bilingual Collections Agent Job Description: Bilingual Collections Agent: Outbound Collections for different companies with GE money back credit cards taking an average of 120 calls per day. Income: Bilingual Collections Agent: $9500 Monthly Shift Duration: Bilingual Agent: 8 Hours/ 6 Days Per Week

Organizacion Santare
Working Period: 3 Months Job Description: I Worked on this place to help them with a workload they had when they sold equipment for a call center called MDY, we were giving them an average of 10 to 30 machines per day and I helped out by transporting equipment, I built many of the computers, we gave a total of around 290 new machines and we helped them update around another 150 machines, I also had the opportunities to help the people of the IT Department to setup the equipment on one of the call centers they were about to open on Guadalupe N.L. and I also helped them out to clone hard drives, and check that everything worked out properly. Income: I had a daily income of $300 pesos plusa $50 extra for every piockup and deliver of equipment i made on my truck.

Client Logic
Working Period: 4 Months Job Positions: Bilingual Agent Job Description: Bilingual Agent: Customer Service, taking an average of around 80 calls per day. Income: Bilingual Agent: $6800 Monthly Shift Duration: Bilingual Agent: 9 Hours/ 6 Days per Week

Sutherland Global Services Monterrey (HP total Care)

Working Period: 2 year 3 Months Job Positions: Tech Support Agent and Callback Agent Job Description: Tech Support Agent: Helping End Users with their technical problems with their computers taking around 15 to 20 calls per day. Callback Agent: Gathering Data about the open Cases of the Front Line Agents to avoid cases to continue unresolved by calling back the End User and helping them with their issues, this also complemented by giving Feedback to the agents to help them improve on their tech support skills to help them resolve more cases. Callback Group Manager: Manage, direct and drive the Callback group to adhere to the required SLAs by managing the 7 agents that formed part of the Callback Group On the Job ASG: introduce the New on the Job staff onto the Operation floor by providing them an overview of the work and on the job training to follow up the training they have finished. Income: Tech Support Agent, Callback Agent, Callback Group Manager, On the Job ASG: $10000 Monthly Shift Duration: Bilingual Agent: 9 Hours/ 5 Days Per Week

Callback Agent: 9 Hours/ 5 Days per Week Callback Group Manager: 9 Hours/ 5 Days per Week On the Job ASG: 9 Hours/ 5 Days per Week

ACS INC (Ingram Micro Service Desk)

Working Period: 1 year 6 Months Job Positions: Help Desk Agent Job Description: Help Desk Agent: Being the Main point of contact with The Ingram Micro Users to report any issues with the performance of the Tools they use for their daily work, AD support, Basic Mainframe Support. Income: Help Desk Agent: $11000 Monthly Shift Duration: Help Desk Agent: Night Shift Mon Fri 9:00 Pm to 6:00 Am

Sutherland Global Services Monterrey (Kaspersky Lab)

Working Period: 5 Months Job Positions: Tech Support Specialist / Virus Removal Agent Job Description: Tech Support Specialist: Helping End Users with Problems Related to the installation and usage of their Antivirus Software. Virus Removal Agent: Thru advanced diagnosis using specialized tools we helped users to determine if there were any active or dormant threats on their systems, helping them with a set of scripts and specialized tools to generate a series of steps for the User to follow to solve his inconvenience being a tool and a preprogrammed Script the worst case scenario solution we eployed. Income: Tech Support Specialist , Virus Removal Agent: $11000 Monthly Shift Duration: Tech Support Specialist: 9 Hours/ 5 Days Per Week Virus Removal Agent: 9 Hours/ 5 Days per Week

Constructora Gacela
Working Period: 2 years Job Positions: Reporting and Audit Management Job Description: Monitoring the Building Process, taking photographic evidence, and reporting the advancement to the higher management, deciding the building program and negotiating the permissions and authorizations required with the government offices. Income: Reporting and Audit Managment: $15000 Monthly Shift Duration: On Linares N.L. Monday Thru Friday from 8:00 Am to 8:00 Pm On Monterrey Saturday from 10:00 Am to 3 Pm

Triara
Working Period: 8 Months Job Positions: Technical Helpdesk Job Description: 2d Level support to customers who have Hosting services with Triara, covering the following areas: Email Setup, Configuration and Troubleshooting Server Resets and Basic Setup and Troubleshooting Account Maintenance, Account Password Resets, Permission Assignment DNS registry Maintenance Ticket Managing and Registration, classification of requests to the appropriate assignment group Audit and Quality Assurance: Audit of the daily work of the teammates registered tickets to ensure proper procedure is followed by ITIL standards Training and Process Manual Documentation. Event Monitoring and Status Reporting, Follow-up on critical events and planned maintenance. Income: Technical Helpdesk Agent: $13000 Monthly Shift Duration: Rotating shifts which include 07:00 Am to 03:00 Pm 03:00 Pm to 11:00 Pm 11:00 Pm to 07:00 Am 09:00 Am to 07:00 Pm With 2 Hour Lunch Break Off Days Shifter every 15 Days

Languages: Spanish and English 100% in the Process of Learning German with basic reading skills. Computer Knowledge and Skills
Ive been using computers since I was 13 Years old. Heres a list of the various skills I have with them: Computer Repair and Diagnosis 11 years. (Certified HP Technician) Computer Configuration in Windows environments 11 Years. (Certified HP Technician) Basic To intermediate Networking (Non certified but looking forward for CCNA) Advanced Virus Removal 6 years. (Certified Kaspersky Technician) Advanced MS Office (8 years) Advanced Excel (Reporting, Database and Data Analysis) Advanced PowerPoint (Training material and Presentations) Intermediate Access (Database and interface design) Advanced Word (Format building) Basic SQL practice 6 months. (Queries and Database Management) Intermediate Active Directory Management. 1 years. (Service Desk Support) Basic SAP Usage experience. 6 Months. (Service Desk Support) Mainframe operation 1 years. (Password Resetting and Session Termination)

Extracurricular Information:
Extracurricular courses I have had on The Universidad del Norte: Neurolinguistic Programming Cognitive Abilities Emotional Intelligence

_____________________ Jos Garza Lozano