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Jesus Rojas, Genesys IT Support Technician

Jesus Rojas

Genesys IT Support Technician·Know How S.A.,

Paraguay

Diploma, Cisco Certified Network Associate

Work experience

Total years of experience: 12 years, 10 months

Genesys IT Support Technician

October 2016 - Present

Know How S.A.,

Asuncion, Paraguay

October 2016 - Present

• Provided technical and administrative support towards Contact Center enterprise operational
platforms, including but not limited to IVR data configuration & administration, and routing strategies
for inbound/outbound calls
• Specific SAP Reports creation and administration with strong focus on business needs and KPIs
• Performed essential IT administration activities such as contact center user agents management,
server administration and specific Genesys services implementation to guarantee high service quality

Company industry:
Accounting

Client Support Agent

August 2013 - October 2016

Tigo Paraguay,

Asuncion, Paraguay

August 2013 - October 2016

• Provided high-level customer support by handling a significant volume of 80 to 100 inbound client calls
with a satisfactory successful resolution of 85%+ of cases
• Participated in seasonal campaigns to proactively offer to clients very attractive telephony and TV
cable service packages with competitive pricing in order to ensure retention and fidelity

Company industry:
Telecommunications
Job role:
Support Services

Education

UCSA

February 2019

February 2019

Diploma, Cisco Certified Network Associate

Paraguay

Colegio Experimental Paraguay Brasil

October 2011

October 2011

High school or equivalent, IT Support

Paraguay

Skills

INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
FINANCE
Intermediate
FINANCE
Intermediate
FINANCIAL STATEMENT ANALYSIS
Intermediate
FINANCIAL STATEMENT ANALYSIS
Intermediate
BUDGETING
Intermediate
BUDGETING
Intermediate
FORECASTING
Intermediate
FORECASTING
Intermediate
ANALYTICS
Intermediate
ANALYTICS
Intermediate
DATA ANALYSIS
Intermediate
DATA ANALYSIS
Intermediate
DATA COLLECTION
Intermediate
DATA COLLECTION
Intermediate