Israel Nieto
Toronto,ON
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
People.ai
01.2022 - Current
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
Technical Support Analyst
People.ai
02.2021 - 12.2021
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
Billing Analyst
Pearson Higher Education
08.2020 - 02.2021
- Maintained strict confidentiality with all personal data as per company guidelines.
- Submitted alternate billing for clients belonging to special demographics using [Software] software portal, reconciled EOBs or denied claims and conducted accounts receivable follow-up.
- Researched portals issues related to non-payment within e-billing vendor portals.
- Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
Accounts Receivable Specialist
Pearson Higher Education
11.2018 - 08.2020
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Monitored accounts to verify compliance with payment terms and schedules.
- Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
Business Development Representative
Pearson Higher Education
09.2017 - 11.2018
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Expanded business through effective network development, identifying new, and prospective clients.
- Developed business pipeline using cold and warm techniques.
- Utilized knowledge of industry trends to develop value-added solutions and approaches for target audiences.
Education
Associate of Science - Advanced Data Science And Predictive Analytics
York University
Toronto, ON09.2021
Associates in Business - Business Administration
McMaster University
Toronto, ON09.2020
Advanced Diploma - Project Management
University of Toronto
Toronto, ON01.2020
Certificate - Data Analytics
BrainStation
Toronto, ON10.2019
Bachelor of Arts - Public Policy
University of Ontario Institute of Technology
Oshawa, ON09.2017
Skills
- Practical experience in: Linux, Splunk, Python, Azure Databricks, Elasticsearch, Postman, Python, Sumo Logic, Salesforce, Tableau, Excel, Oracle, SAP, SQL, SOQL, JIRA, Zendesk, Chrome Dev Console, Github, Oracle, HTML
- Technical Fault Tracking
- Software Debugging
- Customer Service Expertise
- Problem Solving
- Leadership
- Account Management
- Data Analysis
- Research
- Tool Integration
- Project Assistance
- Cross Team Collaboration
Timeline
Technical Support Engineer
People.ai
01.2022 - Current
Technical Support Analyst
People.ai
02.2021 - 12.2021
Billing Analyst
Pearson Higher Education
08.2020 - 02.2021
Accounts Receivable Specialist
Pearson Higher Education
11.2018 - 08.2020
Business Development Representative
Pearson Higher Education
09.2017 - 11.2018
Associate of Science - Advanced Data Science And Predictive Analytics
York University
Associates in Business - Business Administration
McMaster University
Advanced Diploma - Project Management
University of Toronto
Certificate - Data Analytics
BrainStation
Bachelor of Arts - Public Policy
University of Ontario Institute of Technology
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