Santiago Mendez Jr. is seeking a position that allows him to utilize his networking, programming, and security skills learned at ITT Technical Institute, where he has completed 54 credits towards graduation. He has over 15 years of work experience in customer service roles assisting both English and Spanish speaking clients with technical issues. His objective is to not only help customers but also contribute to his employer's success.

1. Santiago Mendez Jr.
Smendez81@live.com
I am looking to work for an organization that will allow me to use the Networking, Programming, and Security skills that I
have, as well as the new computer skills I have learned from attending ITT Technical Institute. I want to not only help
customer that are in need of technical assistance but also help contribute to the success of the organization that I am
working for.
Education
ITT Technical Institute, Orange CA.
May 2013 to Expected to Graduate Nov 2014
 54 Credits completed.
 Computer Structure and Logic
 Introduction to Networking
 Client-Server Networking
 Client-Server II Networking
 Introduction to Programing
 Linux Networking
 IP Networking
 Database Concepts
 Introduction to Information Security
Skills
 Can fluently speak, read, and write English and Spanish
 Can efficiently work with many Operating Systems including but not limited to Windows Server
2008, Windows XP, Windows 7, Android, iOS, and Linux
 Can create and maintain Excel spreadsheets, PowerPoint, Access databases, and other Office related
documents.
 Can Communicate with customers directly over the phone and provide customers with
troubleshooting that can resolve their reasons for calling in.
 Can Create PowerPoint presentations to teach others how to use new program in a detailed fashion
to enhance customer service.
 Can comfortably speak in front of many people to provide training and guidance, as well as
presenting reports and ideas to upper management.
Work Experience

2. County of Orange – Social Services Agency
Orane, Ca 92868
March 2013 to current
Eligibility Technician
Supervisor: Rene Camarillo (714) 940-3981
 Assist both English and Spanish Speaking clients with filling out Medi-Cal forms and with eligibility questions.
 Supported co-workers by answering questions regarding computers before contacting IT department.
 Beta test new programs before being implemented to the whole agency
 Report findings of Beta testing to management.
 Reviewed all paperwork submitted and determine eligibility for Medi-Cal
 Approve, Deny, and Discontinue Medi-Cal eligibility of clients.
 Submit monthly reports of all work completed to management, including the number of cases approved or discontinued.
Gamestop
Anaheim, Ca and Las Vegas Nv.
June 2007 to current
Senior Game Advisor
Supervisor: Johnny Mcintyre (714) 917-7554
 Supervise Game Advisors
 Train new hires on how to use the register, and daily duties.
 Handle customer escalations and resolve any issues while providing excellent customer support
 Provide daily reports to management regarding store and employee performance.
 Assist both English and Spanish speaking customers with a wide range of video game questions
 Assist customers that are having technical issues with their video game systems.
 Maintain store cleanliness and organize products to increase customer sales and ease of shopping.
 Close Registers and prepare deposit to be taken to the bank.
Sprint
Las Vegas, Nv.
September 2011 to September 2012
Business Technical Support
Supervisor: Donald Clemons (702) 561-7268
 Floor walked to assist fellow employees with questions they had to further assist their customers.
 Helped business customers connect to their company’s VPN via smart devices.
 Assisted customers to set up and connect their air cards and Wi-Fi devices.
 Assisted customers turning on the Hot-Spot feature on their phones and connecting their devices to hotspot.
 Verified settings on laptops and other devices that were not able to connect to the internet
 Handled customer escalations to resolve any issue that the customers had and ensured customer satisfaction
 Assisted both English and Spanish speaking customers with any issues they had with smart devices including phones and tablets.
 Followed up with customers to ensure that issues were resolved properly
 Ensured that all performance statistics were being met.
Clearwire
Las Vegas, NV.
July 2008 to August 2011

3. Technical Support/Training and Quality Analyst
Supervisor: Joanne Abraham (888) 888-3113
 Helped customers to set up their internet connections
 Remote logged in to customers computer to verify LAN and WAN settings.
 Assisted customers with connecting their devices to a VPN.
 Removed DUN that prevented computers from accessing the internet or were causing errors on the customer’s computers.
 Trained all new hires on programs used to help customers as well as call quality guidelines.
 Trained current employees on new tools available to better assist customers.
 Provided feedback and reporting to management regarding progress of new hires and call monitors.
 Monitored both English and Spanish calls to ensure that customers are getting exceptional customer service.
 Provided feedback to employees regarding areas of opportunities that were found while monitoring calls.
 Provided assistance to employees to be able to maintain 95% call Quality while meeting all performance statistics including
schedule adherence, average handle time, after call work and sales requirements.
County of Orange - Health Department
Santa Ana, Ca. 92706
February 2000 to July 2008
Office Technician
Supervisor: Gloria Trejo
 Assisted both English and Spanish speaking clients with filling out forms and all questions.
 Supported coworkers by answering questions regarding computers before contacting IT department.
 Reviewed all paperwork to submit to the state for billing purposes.
 Entered all paperwork from doctors into the computer database.
 Submited paperwork into state database for payment
Achievements/Awards
 Clearly the Best Award at Clearwire for work with improving call center statistics.
 Assisted with the opening and training of a new call centers.
Memberships
 AFSCME Local 2076
Union Representative
 Multi-Cultural Diversity Committee
Spanish Speakers Representative
 Orange County Employees Association
Union Representative