Dependable, efficient, meticulous
2009 Zenetex Fort Bliss, TX
Created and performed training courses for the new call center. I created and updated procedural and technical documentation following an ITIL best practices format. I researched information for documentation by conducting interviews and looking for material from online libraries.
2007-2009 Time Warner Cable El Paso, TX
Tier 3 technician/Trainer
I trained new technicians on how to take calls and assist customers with various technical and billing issues. I assisted new technicians with all questions once they began taking calls and even took supervisor calls for them. Provided technical support of all TWC products and services over the phone as well as various billing issues.
1999-2003 HiTek Special Systems El Paso, TX
Technical writer/ Trainer
I created and performed training courses for customers and technicians. I created all training and technical documentation as well as the curriculums for the training courses.
Some of the customers were from other countries, as such, I translated documentation from English to Spanish.
1998-2004: University of Texas at El Paso, El Paso, TX
Bachelor of Arts degree in English
1995 Computer Careers Center, El Paso, TX
Associates Degree in Medical Information Specialist.
2012-Volunteer at Hughey Elementary School
2012-Volunteer at Abundant Living Faith Center in the Children’s Choir for the Fourth of July Spectacular.
1999-2000 Editor of the Rio Grande Review, UTEP’s magazine.
Formatted magazine design. Edited content. Proficient in Quark Express, Adobe Photoshop