Daniel Paniagua
Alajuela
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 8 years of experience in IT industry.
Overview
8
8
years of professional experience
Work History
Tech Support Agent
Pertec Global Services
04.2023 - 07.2023
- Assisted users in resetting or unlocking their Windows accounts, provided basic troubleshooting services for their computers, and educated them about the self-service password reset feature utilizing Microsoft Authenticator. Also provide support on Microsoft Azure environment.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
Operation and Financial Manager
ODY Transport LLC
11.2022 - 03.2023
- Overseeing the entire operation, including planning weekly trips and routes for the refer trucks in collaboration with brokers and factoring companies
- Managed communication with them to ensure timely deliveries and efficient use of resources
- Managed lumper, fuel, and repair payments and logistics
- Monitored financial performance and provided regular reports to senior management.
- Prepared comprehensive financial statements for executive review, aiding in effective decision-making processes regarding growth opportunities and resource allocation.
- Increased financial efficiency by streamlining budget processes and implementing cost-saving measures.
- Managed 20 team members across 2 offices.
Dispatch Manager
Frogs Logistics
04.2019 - 11.2021
- Responsible for planning the weekly trips and routes for the flatbed trucks
- Worked closely with brokers and factoring companies to ensure proper allocation of loads and optimized routes for maximum efficiency
- Communicated with drivers to ensure they were aware of any changes in routes or schedules and able to complete deliveries on time
- Also worked with the accounting department to ensure proper processing and payment of invoices.
- Promoted safety culture among drivers by reinforcing compliance with regulations and conducting regular safety meetings.
- Managed a team of dispatchers, fostering a collaborative work environment to ensure smooth operations.
Client Agent
Client Services Inc
12.2017 - 04.2019
- Handled both inbound and outbound calls to assist clients with setting up payment plans and personal payment information
- Utilized effective communication and negotiation skills to guide clients in resolving their debt while maintaining a positive customer service experience
- Built rapport with clients and worked collaboratively with them to find solutions that met their needs and financial situation.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Outbound sales agent
The Results Companies
12.2016 - 12.2017
- Responsible for contacting Sirius XM clients who had recently purchased a car to discuss the renewal of their monthly service
- Used sales skills to highlight the benefits of the Sirius XM service and persuade clients to renew their subscription
- Successfully met sales targets and contributed to the company's revenue growth.
- Made 100 cold calls per day resulting in client base growth by 25%.
- Increased customer satisfaction by addressing and resolving client concerns promptly and professionally.
Customer service and tech support agent
The Results Companies
12.2015 - 12.2016
- Experience in providing inbound call center services for Boost Mobile, a prepaid brand from Sprint
- Assisted clients with various tasks such as processing payments, troubleshooting phone-related issues, informing clients about outages, and applying credits as necessary
- Well-versed in Boost Mobile's policies and procedures and can provide timely and efficient customer service to clients.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.
Education
Uni
Cybersecurity Essentials Cisco certified -
Universidad Castro Carazo
12.2022
Introduction to Cybersecurity Cisco certified -
Universidad Castro Carazo
07.2022
CCNA | Cisco certified -
Universidad de Costa Rica
12.2018
Diploma - Information Technology-IT Essencials
Universidad De Costa Rica
Costa Rica01.2018
High School Bachillerato Degree -
Bilingual Experimental of Grecia
12.2006
Skills
- Complaint Handling
- Live chat support
- Social Media Support
- CRM Software
- Network Troubleshooting
- Remote Support
- Ticket management
- Hardware troubleshooting
- Data Collection
- Security Protocols
- Application support
- Application installations
- Technical assistance
Grade
Technical Agent Level 1 Small Equipment Team
Qualificationsandawards
- CNNA, I certified
- Introduction to cybersecurity certified
- Cybersecurity Essentials certified
- CyberOps Associate certified
Certificationsinprogress
- Lead Cybersecurity Professional Certificate (LCSPC)
- ISO/IEC 27001: 2022 Internal Auditor
Capabilitysummary
Daniel is a highly skilled and experienced professional with a strong background in cybersecurity and customer service within the customer care industry. He has gained significant international exposure through his work with ODY Transport LLC, a Linden, NJ-based company. Based in Alajuela, Costa Rica, Daniel specializes in providing technical support, sales, and dispatch services. He is available to start immediately as he has completed his certifications and is actively seeking new employment opportunities. Daniel has extensive expertise in working with Linux Kali, Debian-based distributions, and Windows operating systems. He is proficient in assisting clients with a wide range of tasks such as processing payments, selecting optimal load options, troubleshooting phone-related issues, scheduling payments, and conducting cost and productivity analyses. Daniel has worked on several projects with The Results Company in Zona Franca America. During his time there, he served as a customer service and tech support agent for Sprint (Boost Account) and handled outbound sales for Sirius XM. He also worked for Client Services Inc as a collection agent for the Synchrony Bank Account located in the Euro Center of Heredia. At Frog Logistic, Daniel provided support in dispatch management for the Flatbed fleet, primarily consisting of trucks from New Jersey (NJ) and New York (NY). During his tenure at ODY Transport LLC, Daniel was the Operations and Financial Manager responsible for overseeing the entire operation and managing 20 trucks based in Linden, NJ 07036. Daniel completed his high school education in the Experimental Bilingual program in Grecia and subsequently earned a certification in CNNA I and IT Essentials from the Universidad de Costa Rica. Currently, he is working towards additional certifications in Advanced Cybersecurity, LCSPC, and ISO/IEC 27001.
Keytechnicalcompetencies
- Cybersecurity Consultant
- Customer Service
- Tech support agent
- Dispatch Operation Manager
Highlightedsectorexperience
- Transportation Industry
- Call Centers
- Banks
Systemsandtoolscapability
- MS Office Suite (experienced)
- MS Project (experienced)
- Al ChatGPT4 Proficiency
- Microsoft Azure
Discipline
Cybersecurity Consultant
Projects
The Results Companies, Customer service and tech support agent, 12/2015, 12/2016, Experience in providing inbound call center services for Boost Mobile, a prepaid brand from Sprint. He has assisted clients with various tasks such as processing payments, troubleshooting phone-related issues, informing clients about outages, and applying credits as necessary. Daniel is well-versed in Boost Mobile's policies and procedures and can provide timely and efficient customer service to clients. He possesses strong communication skills and can navigate complex situations with ease, ensuring a positive experience for clients. The Results Companies, Outbound sales agent, 12/2016, 12/2017, As an outbound sales agent at The Results Company, Daniel was responsible for contacting Sirius XM clients who had recently purchased a car to discuss the renewal of their monthly service. He used his sales skills to highlight the benefits of the Sirius XM service and persuade clients to renew their subscription. Through his effective communication and sales techniques, Daniel was able to successfully meet his sales targets and contribute to the company's revenue growth. Client Services Inc, Client Agent, 12/2017, 04/2019, As a Collection Agent for Synchrony Bank Account at Client Services Inc, Daniel handled both inbound and outbound calls to assist clients with setting up payment plans and personal payment information. He utilized effective communication and negotiation skills to guide clients in resolving their debt while maintaining a positive customer service experience. Daniel was able to build rapport with clients and work collaboratively with them to find solutions that met their needs and financial situation. He consistently met company goals and targets for call volume, quality, and customer satisfaction. Frogs Logistics, Dispatch Manager, 04/2019, 11/2021, As Dispatch Manager for Frog Logistics, Daniel was responsible for planning the weekly trips and routes for the flatbed trucks, which numbered around 30. He worked closely with brokers and factoring companies to ensure that the loads were properly allocated and that the routes were optimized for maximum efficiency. Daniel utilized his communication skills to ensure that all parties involved were kept informed of any changes or updates to the schedule. This involved working closely with the drivers to ensure that they were aware of any changes in their routes or schedules and that they were able to complete their deliveries on time. In addition, Daniel also worked closely with the accounting department to ensure that all invoices were properly processed and paid in a timely manner. He was responsible for maintaining accurate records of all transactions and ensuring that all documentation was properly filed and organized. Overall, Daniel's expertise in planning and logistics, coupled with his strong communication and organizational skills, made him an invaluable asset to Frog Logistics in his role as Dispatch Manager. ODY Transport LLC, Operation and Financial Manager, 11/2022, 03/2023, As the Operations and Finance Manager at ODY Transport LLC, Daniel was responsible for overseeing the entire operation, including planning weekly trips and routes for the refer trucks in collaboration with brokers and factoring companies. He managed communication with them to ensure timely deliveries and efficient use of resources. Additionally, Daniel managed lumper, fuel, and repair payments and logistics, working closely with drivers and dealers to ensure all expenses were paid and tracked accurately. He also monitored financial performance and provided regular reports to senior management to support informed decision-making. In his role, Daniel demonstrated strong attention to detail and organizational skills to effectively manage a large fleet of trucks and ensure the smooth functioning of the operation. He worked closely with multiple stakeholders, including drivers, brokers, factoring companies, and dealers, to maintain strong relationships and ensure a high level of customer satisfaction. Pertec Global Services, Tech Support Agent, 04/18/2023, 07/28/2023, As a technical support representative, my responsibilities encompass assisting users in resetting or unlocking their Windows accounts, providing basic troubleshooting services for their computers, and educating them about the self-service password reset feature utilizing Microsoft Authenticator.
Family
Im father of 3 kids , Maria Paula, Issac y Santiago. My wife is Jocelyn and I love spending time with them
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Tech Support Agent
Pertec Global Services
04.2023 - 07.2023
Operation and Financial Manager
ODY Transport LLC
11.2022 - 03.2023
Dispatch Manager
Frogs Logistics
04.2019 - 11.2021
Client Agent
Client Services Inc
12.2017 - 04.2019
Outbound sales agent
The Results Companies
12.2016 - 12.2017
Customer service and tech support agent
The Results Companies
12.2015 - 12.2016
Uni
Cybersecurity Essentials Cisco certified -
Universidad Castro Carazo
Introduction to Cybersecurity Cisco certified -
Universidad Castro Carazo
CCNA | Cisco certified -
Universidad de Costa Rica
Diploma - Information Technology-IT Essencials
Universidad De Costa Rica
High School Bachillerato Degree -
Bilingual Experimental of Grecia
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