Juan Fierro 1733 Gosnell Rd.

#103 Vienna, VA 22182 703-938-0904 Qualifications Team player with strong leadership, communication, and computer skills Organized and detail-oriented self-starter with strong follow-up ability Able to work efficiently and productively in a high-pressure, deadline-oriented environment Proven ability to manage and prioritize a multitude of diverse tasks Experience Robert Half Technology Herndon, VA. 2009-2010 | Customer Service Representative -Temporary Fielded calls in high volume call center for voice over IP firm. Created and submitted trouble tickets for small group of technicians in a call c enter environment. Simplexity L.L.C. Reston, VA. 2009 - 2009 | Sales/Customer Service Representati ve Assisted consumers with cellular phones, air cards & wireless product orders for wireless E-commerce firm. Sold and marketed various telecommunications products and services for independe nt business owners. Managed customer accounts. Apptis/FDIC Call Center, Chantilly, VA. 2008 to 2009 | Customer Support Represen tative Assisted bankers, consumers and clients with deposit insurance questions. Researched FDIC institutional transactions for callers with a variety of request s. Provided information in regards to bank failures Navigated callers through website for reports, press releases and other tools an d resources available online. Referred consumers to federal regulators and agencies in regard to questions and complaints about banks, state and national institutions. Omega World Travel, Fairfax, VA. 2007 to 2008 | Web and Graphics Producer . Updated client websites, cruise.com, cheaptickets, orbitz & yahoo on-line travel

Created deck plans, PDF's, business cards in Quark and other design programs for clients. Uploaded daily promotions using Fetch/FTP server. Designed and created brochures, forms and various print layouts. Virginia Hospital Center Arlington, Arlington, VA. 2002 to 2007 | Communications Specialist Operated Infinity telephone agent for standard calls & emergency code hotlines. Routed, paged, and documented calls in Infinity Telephone Agent database. Performed data entry of on-call schedules for physicians in system accounts. Assisted the Director of Communications in networking the call center. Operated Ultra-comm system to generate reports. Programmed pagers for interns, residents and attending physicians.

Trained communication specialists. Translated for clients and physicians.

MicroStrategy, Vienna, VA. 2000 to 2001 | Customer Support Representative on. Monitored ACD and in-box for Strategy.com. Logged issues reported via e-mail & telephone in Scopus tracking database. Recreated reported issues using workstation, simulators, and device lab. Researched the NOC for account ID, profile settings, service delivery confirmati Wrote email issue specific instructional templates for customers. Assisted team members on issues discussed in Weekly Pending Meetings.

Education The Art Institute of Washington, Graphic Design w/ minor in Web Design & Video p roduction NVCC.: Communications/Information Systems Langley High School, McLean, VA. Graduated 1990 Computer Skills and Languages Proficient in Windows VISTA, XP & Macintosh functions Quark, Dreamweaver, Fetch/FTP, HTML Adobe Illustrator & Photoshop MS Word, Excel & Outlook Sales-force, Sera-tel VOIP/ telephone agent Scopus/Remedy tracking databases Fluent in English and Spanish