Salvador

Database management. Software development, both Web based and Desktop. Web page design. Events coordination and management. Power Point Presentations. Tutoring services in various subjects like math, social studies, languages, and physics. Data and Statistical analysis for different projects including hypothesis test for mastery level students.. Business setup or startup. Health, Demographic, Engineering and Educational studies/projects. Impact evaluation and Sustainability proposals. Poll systems (web based via cell phones). Translation services for legal affairs with international consultants as well as medical interpretation.. Network infrastructure. Budget preparation for IT projects

MEDICAL INTERPRETER

Facilitate effective and empathetic communication between patients and healthcare professionals by accurately interpreting complex medical terminology and sensitive health information in both English and Spanish.. Conduct live video and phone-based interpretations through HIPAA-compliant platforms (Martti and Voyce), adhering strictly to protocol and ethical standards.. Maintain high-performance metrics surpassing organizational benchmarks in call accuracy, professionalism, and customer satisfaction.

TECH SUPPORT

As part of CSC-IT team, I provided assistance / IT support to our Colleagues around the ROA (Region of Americas), via our HelpDesk system, covering 15+ countries from Central and South America.. Handled a wide variety of scenarios, including Legacy Apps (Proprietary Software) as well as International or Institutional Apps such as SAP, AD Manager, Okta, amongst others.. Locally (in Honduras), provided on-site assistance when infrastructure or other scenarios arise. These included Network infrastructure (Meraki), Local and Network Printer setups, Laptop preparation and hardware delivery and assignment.. Most tickets were handled remotely through TeamViewer or other platforms, in some cases AnyDesk.

QUALITY ASSURANCE SPECIALIST

As part of the Blended QA team, we implemented new QA rubrics to assess the performance of a group of associates for two of our partners:. For Customer Success Managers in Alder, we created and delivered a new rubric to assess specific metrics in a more tailored way, based on interactions recorded in HubSpot mostly via email channel.. For Support Specialists in Butterfly Network, we used the standard rubric for the evaluations, based on Zendesk interactions for both email and phone channels.. Both clients expressed their satisfaction with the feedback and insights provided so far during our weekly meetings.

TECHNICAL SUPPORT SPECIALIST II

Provided customer support for a specific CRM (Cloze.com), helped users resolve issues with the platform.. Created GitHub tickets when the issue required intervention from the engineering team, for example a Code fix or a Data fix.. Escalated specific Billing issues when they fell out of standard procedures (special cases).. Participated in weekly meetings to share and discuss new features or enhancements requested or suggested by clients on how to improve the service.. I was given the opportunity to lead the team, approving tickets, providing feedback, coaching, and training new advocates.

Developer

I began working on the GEICO project. Did a full installation of the Duck Platform (Server, Author, and Express) along with SQL Server, IIS, and other tools for development purposes.. Used Author to configure ManuScripts for the development of the Commercial Auto Line of Business.. Developed the Rating Worksheet, which became an important milestone in the project.. Got a lot of experience with Express3, Forms and Page Builder.. Moved to Production Support department where I had to debug issues.. Got the big responsibility of writing and running complex Queries needed in a production environment database which also and required XQuery.. Used ADO / Git for repository management as well as Ticket/Issues/Tasks/Datafix items.. I moved to the Data Insights team where I learned a lot about its installation and configuration.

Engineering – Contingent Worker

Got experience debugging issues in Policy product for WestBend mutual insurance company.. Used Salesforce for ticket management and Duck Creek proprietary tools (Author, Trace Monitor and Utility Center) and SQL Profiler to perform Root Cause Analysis.. Kept close contact/communication with customer while resolving issues.. Managed to get a 90% effectiveness in the debugging process.

Content Developer

Got certified in Duck Creek Author – Basic Developer.. Learned to do full installation and configuration of Duck Creek products: Server, Author, Express; SQL Server and IIS for development purposes in a local environment.. Used Salesforce to manage tickets for specific clients -WestBend Insurance Company- carrying out Root Cause Analysis for bugs in the platform.. Engaged in constant communication with customers to gather all required information for debugging purposes.

Full Stack Developer

Got experience with AngularJS, JavaScript, HTML and CSS (Front-End); PHP and .NET (Backend) in the following projects: Retiree’s system, Universidad Nacional Autónoma de Honduras; Vehicle Plates system, Instituto de la Propiedad; Overtime control module for CENTEC’s payroll system.. Used the following tools: Microsoft SQL Server, MySQL and PostgreSQL databases, IIS, SSMS, Visual Studio, Studio Code, GIT, Slack.

Computer Science Teacher

Took care of the Computer Lab and the School’s Network (Infrastructure).. Planned and taught the computer class for elementary and secondary students.

Translator and Interpreter

Legal documents translator. Interpreter for international consultant.

Computer Science Teacher

Took care of the Computer Lab and the School’s Network (Infrastructure).. Planned and taught the computer class for elementary and secondary students.

Administrative Assistant

Commanded a team of international consultants during a flood in El Progreso, Yoro, right after Mitch hurricane.. Coordinated delivery of basic needs items (food, clothes, cooking utensils, others). We had a temporary base in the Municipality of El Progreso, where we prepared the kits during the night and distributed them during the day. The team split into four groups and traveled to affected communities not only to deliver the kits, but also to help relocate families that were in danger.. Established daily communication (at midnight) with the Tegucigalpa headquarters to deliver daily activities report.