Jaime Velez is an IT professional with over 10 years of experience in technical support roles at Fortune 500 companies. He has a B.S. in Electrical Engineering and is Network+ and CCNA certified. Velez is bilingual in English and Spanish and has a proven track record of resolving over 60 calls per day with a high resolution rate. He has experience configuring networks, troubleshooting hardware and software issues, and providing customer support across various industries.

1. JAIME L. VELEZ
Jvelez74@ BellSouth.net 2426 Thrasher Rd. Buford, GA. 30519 Home (770) 776-6502
IT Professional https://www.linkedin.com/in/jaimelvelez
EXECUTIVE SUMMARY
IT Professional with 10+ Years’ Experience in IT Support at Fortune 500 companies with a proven track
record of helping users and customers with technical and non-technical IT Support related issues. Electrical
Engineer familiar with troubleshooting hardware and software issues with microprocessor circuits, telephone
equipment, PCS, networks and operating systems. Network + Certified 2012. CCNA Trained.
BILINGUAL: Speak, read and write English and Spanish fluently.
RELEVANT SKILLS & ABILITIES
 BSEE, Network + Certified 2012.
 Technical Support, Helpdesk Support
 Excellent Communications Skills.
 Problem-solving skills.
 Bilingual Customer Service
 Professionalism, Dependable
KEY ACCOMPLISHMENTS
 360+ Applied Innovations X.25 switches configured and deployed in a 9 States region for BellSouth.
100% manpower improvement in task.
 100+ ECO’s (Engineering Change Orders) initiated, documented and managed through final approval.
 60+ inbound calls answered daily with 85% resolution within first call for Fortune 100 Company.
 Network + Certified 2012. Currently Pursuing CCNA certification.
PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE REPRSENTATIVE @ VESTA through Hire Dynamics Apr 2016 - Jan 2017
 250 Incoming Calls answered & 200 payments processed for T-Mobile & AT&T prepaid phones daily.
 Meet Department Productivity & Quality Standards while providing Polite & Professional Service to Clients.
 Explain Services & products to Callers. Strict Compliance with Security Policies.
DONOR SPECIALIST @ GOODWILL OF NORTH GEORGIA Aug 2014 – Oct 2015
 Thousands ofdollars collected in Donations monthly with 100% honesty &excellent Stewardship.
 Excellent Customer Service and rapport with Donors.
HELPDESK MERCHANT SERVICES @ WORLDPAY US Oct 2012 – Jan 2013
 31+ inbound calls answered daily with 100% resolution from Merchants
 Help merchant with Debit, Gift, Loyalty Cards & credit cards transaction in order for them to get paid and also
customers did not get charge twice
 Troubleshoot & download credit card merchant terminals like Verifone, Verix, Tranz, Hypercom & Nurit.
HELPDESK ANALYST @ SAGE NA through EXPERIS - MANPOWER GROUP Nov 2011 – Jan 2012
 14+ inbound calls answered daily with 90% resolution within first call and escalated issues to next level of
support as required.
 Peachtree Accounting Installations – Upgrades, Services Release & Tax updates installation. Used Go to
Assist Remote login in users computers.
GLOBAL SUPPORT CENTER HELPDESK ANALYST at COCA-COLA REFRESHMENTS for
MANPOWER PROFESSIONALS May 2010 - Dec 2010
 60+ inbound calls answered daily with 85% resolution within first call and escalated issues to next t level of
support as required.
 3 + VPN Users connected weekly from remote locations.
 Supported many different applications on several platforms, including Windows XP, Quest, Active Directory,
SAP, AS/400, Cisco VPN Connections, MS Outlook, MS Office, and LANDesk.
DOCUMENTATION SUPPORT SPECIALIST at SCIENTIFIC GAMES INTERNATIONAL Through
STAFFING PRIORITIES Oct 2007 – Jan 2009
 100+ ECO’s (Engineering Change Orders) initiated, documented and managed through final approval.
 600+ parts created in Expandable Database with Vendor information included.
 Registered and managed AutoCAD, Pro-E and other documents in Intelex software server.
 Assisted Mechanical,Electrical and Software Engineers in all tasks related to Engineering Documentation.

2. JAIME L. VELEZ
Jvelez74@ BellSouth.net 2426 Thrasher Rd. Buford, GA. 30519 Home (770) 776-6502
ACCOUNT RECEIVABLE REPRESENTATIVE at NCO Jul 2006 – Aug 2007
 Collected $20K monthly from patients in hospital payments in soft collections.
 40+ inbound calls answered daily with 100% resolution and documentation.
 Provided Accounts Receivable support for AT&T Customer in the State of Connecticut, negotiated balance in
Full & made arrangements for customer to pay the balance in full. Managed customer Accounts including
disconnecting & restoring phone service as required.
 Worked inbound & outbound calls for both English and Spanish speaking customers. Telecomm software:
BOSS & SPA Web.
CUSTOMER SUPPORT REPRESENTATIVE at INCOMM / US SOUTH Jun 2005 – Nov 2005
 Provided Customer Support for both English and Spanish speaking Fastcard / Incomm customers to add
minutes to their prepaid phones for various Prepaid Cellular Phone providers.
 Assisted Customers with BellSouth and other Calling cards companies.
DSL - ISP SUPPORT SPECIALIST at COMPAQ / BELLSOUTH Sep 2001 - Jan 2003
 30+ inbound calls answered daily with 100 % call resolution from BellSouth DSL – Fast Access bilingual
users needing to connect to the Internet.
 Work with Alcatel, Speed Touch Home, 3Com modems and operating systems including Windows 9X, Me,
NT, 2000, XP.
NETWORK ADMINISTRATOR/TIER 3 SUPPORT at BELLSOUTH TELECOMMUNICATIONS for
COMFORCE Brannon & Tully Apr 1998 – Dec 2000
 360+ Applied Innovations X.25 switches configured and deployed in region of 9 States for BellSouth.
 100% manpower improvement in task.
 Worked with technicians and administrators in the resolution of network problems and provided assistance to
other internal groups. Assigned IP and NSAP addresses and also wrote macros in Excel. (VBA Programming)
 Worked with protocols and Interfaces such as Sync X.25, TCP/IP, TCP/IP over X.25, OSI Seven Layer,
RS232/RS449/RS530/V35 and hardware such as Cisco Routers and Lucent Technologies DATAKIT
BNS2000 VCS. Interface with AT&T UNIX, HP-UX and AI version of UNIX with various hosts.
NETWORK OPERATIONS ENGINEER/TIER 2 SUPPORT @ GE SPACENET – Formerly AT&T TRIDOM
May 1995 – Oct 1997
 4 + VSAT Satellite Link brought alive daily.
 Use network management tools to monitor and control performance and status of the network resources.
 Interface with technical support and project engineers in the resolution of network problem and provide
assistance to other internal groups in the routine testing and analysis of Pilots, Betas and implementation of
customer network enhancements.
 Work with protocol analyzers, spectrum analyzers, RS232, RS422, V.35 and protocols as TCP/IP, SDLC/SNA,
X.25, Token Ring and Bisync.
DATACOMM ENGINEER at COMSTAT DATACOMM Aug 1993 – May 1995
 Performed final approval and troubleshooting to component level of Unisys Poll-select equipment, RS232C,
DCE, DTE, TDI (Unisys two wires direct interface).
 Provided Customer and Technical support for the sale of products in Latin America.
ELECTRONIC TECHNICIAN GROUP LEADER at WEGENER COMMUNICATIONS Jun 1988 – Aug 1990
 Performed troubleshooting to component level of FSK Demodulators, Asynchronous and Synchronous,
Microprocessor based circuits, Power Supplies, Audio Filter and Audio Circuits.
 Ensure that products were tested for quality, implemented daily work assignments, reviewed results, and
worked with engineers/technicians to resolve problems. Maintained records as required. Managed a group of
10 Electronic Technicians.
EDUCATION
 Completed Network + & CCNA training at Advanced Technology Group in Roswell, GA.
 BACHELOR OF SCIENCE IN ELECTRICAL ENGINEERING. Pontificia Bolivariana University.
WWW.UPB.EDU.CO
 GWINNETT TECHNICAL COLLEGE Course in Digital Electronics.
 Network + Certified 2012. Currently Pursuing CCNA certification.

3.  Georgia Work Ready Certified – SILVER.
JAIME L. VELEZ
Jvelez74@ BellSouth.net 2426 Thrasher Rd. Buford, GA. 30519 Home (770) 776-6502
ADENDUM
ENGINEERING & ELECTRONICS:
 Electrical Engineering
 Electronic Technician Group Leader
 FSK Demodulators
 Microprocessor Circuits
 Troubleshoot to component level
COMPUTER AND OPERATING SYSTEMS:
 Personal computers,
 DOS/ SunOS
 Windows 7, Windows 10
 Windows XP, OS2
 UNIX, UNIX Legacy, Solaris.
 AT&T Unix, HP –UX.
 Linux Red Hat, Mandrake, Fedora Core.
 Virtual Box
COMPUTER SOFTWARE:
 AutoCAD 2000i, AutoCAD 2006
 Turbo Cad
 BOSS & SPA Web
 MS- Office – Excel
 Peachtree Accounting Installation / Upgrades
 Network + Certified 2012
COMPUTER PROTOCOLS & INTERFACES:
 Protocol analyzers
 spectrumanalyzers
 RS232
 RS422
 V.35
 TCP/IP
 SDLC/SNA
 X.25
 Token Ring
 Bisync.
PROGRAMMING LANGUAGES:
 C Programming
 C++
 Excel Macro Programming (VBA)
 Visual C++
 Visual Basic
 Fortran IV
 SQL Basic Queries
MERCHANT SERVICES:
 Debit, Loyalty, Gift & Credit Cards
 Verifone – Veriux Terminals
 Hypercom, Nurit, Tranz.
 Download & programming of Terminals
 Excellent Customer Care