Robert Mamaril

Information Technology and Services Professional

New York City Metropolitan Area | US

Skills

Configuration Management
Application Monitoring
Terminology
Grammar
Confidentiality

View all

Interests

Chess

Computer programming

Foreign language learning

Playing musical instruments

Science and technology studies

View all

Industries

Bike

Fashion

Lifestyle

Music

Outdoor

Run

View all

Home Summary Activity Projects Work experience Education history Connections Companies

In my own words

— Robert

Accomplished Technical Analyst and highly motivated dedicated professional with more than ten years of experience in providing Information Technology services and leveraging a background in customer service to deliver client satisfaction through leadership and technical know-how.

Proven expertise in system analysis, solution design, and project execution with a focus on delivering tangible results for cross-functional teams. Often tagged by management to train new employees and lead initiatives to drive sales and customer satisfaction. Enthusiastic team player with a passion for marketing, mentorship, and project management. Collaborated on projects, with one being to overcome obstacles and deliver development work to a client. Enjoys cross-functional group efforts to meet goals and over-deliver on client expectations. ► 10+ years of experience in technical support and customer service software operations ► 97% client satisfaction rate, with a track record of end-to-end business processes including E-commerce B2C and B2B sectors CAREER HIGHLIGHTS ‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾★ Recipient of the Best Support Analyst award by management and client surveys 5 years in a row AREAS OF EXPERTISE ‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾ ► E-Commerce Functional and Design Changes ► Business System Requirements Gathering ► Customer Relationship Management ► Project Coordination/Management ► SQL Data Mining & Data Analytics ► Retail Order Process Analysis ► UX/UI Enhancement TECHNICAL SKILLS ‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾ ► Languages: SQL, CSS, HTML, SAP, REST API ► Databases & CRM: Microsoft SQL Management Studio Server, AutoTask PSA, Jira/Altassian ► Specialized: Omnichannel Order Management Systems, Retail POS Systems, Report Builder/Writer CERTIFICATES AND TRAINING ‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾ ► AS Certified Base Programmer for SAS 9 (A009-211) ► Microsoft Azure Fundamentals (AZ-900) ► Agile Certified Practitioner (PMI-ACP) ► Azure Data Fundamentals (DP-900) ► CompTIA A+, Network+, Security+ ► Certified in Cybersecurity (CC) ► Business Analysis Professional ► AWS Cloud Practitioner 2023 ► Digital Marketing Associate ► ITIL 4 Foundation

Trajectory

Jan 2024 — Now

Marketplace Specialist · Meta Facebook

Educated customers on product and service offerings. Identified customer needs and presented value-added solutions to secure sales. Promoted exceptional customer experience through strong interpersonal skills and prompt issue resolution. Established measurable goals and key performance indicators to drive productivity. Communicated with customers about every products offerings, including policies, restrictions and refund policies. Recommended optimal merchandise based on customer needs and desires. Provided excellent service and attention to customers when face-to-face or through phone conversations. Resolved customer concerns and answered questions quickly to maximize satisfaction. Leveraged social media to expand market reach. Conferred with customers to understand needs and finalize purchase orders. Resolved issues quickly through meticulous research and quick decision making. Promoted business on social media platforms to maximize brand identity and generate revenue.

Apr 2013 — Nov 2023

Technical Analyst · Freestyle Solutions

An expert in the field of business processing for order management systems and e-commerce websites hosting. Formulated strategies for SEO, UX/UI design, marketing, and multi-channel integrations. Engaged in agile sprints alongside developers and project owners. Conducted analysis of SQL data and environment for data migrations, updates, version changes, and custom modifications.

Jan 2008 — Dec 2012

Application Specialist · Horizon Blue Cross Blue Shield of New Jersey

Provided end-to-end application support for healthcare IT systems. Managed IT support for internal teams, resolving hardware and software issues. Collaborated with cross-functional teams to implement system updates and enhancements. Assisted in the deployment and maintenance of new applications. Conducted regular training sessions on IT best practices and new software.

Jan 2005 — Dec 2007

Technical Support Engineer · Vonage

Diagnosed and resolved technical hardware and software issues involving internet connectivity, VOIP and more. Trained employees in internal systems and troubleshooting techniques. Guided teams to enhance customer satisfaction scores beyond the typical industry benchmarks. Identified and escalated priority issues per client specifications; redirected problems to appropriate resources.