KENNETH QUESADA ARROYO
Guadalupe,SJ
Summary
I'm a Technical Writer with a strong background in IT and Workforce Management (WFM), collaborating with global teams. Known for delivering high-quality documentation that enhances customer and employer satisfaction, with a keen attention to detail and a knack for simplifying complex information. Passionate about continuous learning, data analysis, and creative problem-solving, with a commitment to excellence in every project.
I’ve completed all required coursework for an Associate’s Degree in Computer Science and am currently completing the final requirements for graduation at UNED.
Overview
9
9
years of professional experience
Work History
Technical Writer
Amherst
03.2024 - Current
- Created user manuals, installation guides, release notes, and online help content to simplify complex technical processes for diverse user groups.
- Worked closely with product managers, engineers, and designers to ensure documentation accuracy and relevance for end-users.
- Utilized version control systems and documentation tools to manage document versions and maintain consistency across updates.
- Translated technical information into clear, accessible language for non-technical audiences.
- Developed and followed style guides to ensure consistency in terminology, tone, and formatting across all materials.
- Collected and incorporated user feedback to improve the clarity and usability of documentation, leading to increased user satisfaction.
- Regularly reviewed and updated existing content to keep it aligned with product changes and company standards.
WFM Real-Time Analyst
Accenture
02.2022 - 02.2024
- Process segment entry requests in real-time and ensure all agent activities are accurately tracked using exception codes.
- Deliver hourly, daily, weekly, or month-to-date (MTD) reports as needed, ensuring they are error-free.
- Identify the root causes of missed metrics from the previous and current days.
- Responsible for addressing agents in non-adherent work states.
- Manage staffing levels, considering skill and organizational requirements.
- Handle all skill change requests for agents from Operations or Clients.
- Process overtime requests.
WFM Real-Time Analyst
Concentrix
11.2020 - 02.2022
- Process segment entry requests in real-time, ensuring all agent activities are accurately tracked with exception codes.
- Deliver hourly, daily, weekly, or month-to-date (MTD) reports as needed, ensuring accuracy and consistency.
- Identify root causes of any missed metrics from previous and current days.
- Address agents in non-adherent work states as necessary.
- Manage staffing levels while considering skill sets and organizational requirements.
- Handle skill change requests for agents from Operations or Clients.
- Process and approve overtime requests.
Technical Support Advisor
Concentrix
03.2017 - 11.2020
- Answer how-to questions related to iPhone, iPad, iPod Touch, iMac, MacBook, and Apple Watch.
- Provide solutions to software issues on Apple devices.
- Help customers find the best service options for hardware problems with their Apple products.
- Troubleshoot issues related to accessories and Bluetooth devices.
Customer Service Associate
Amazon
10.2015 - 12.2015
- Assist Amazon customers with pre-order questions about any products they are interested in.
- Help customers place orders online and provide support for canceling items or entire orders.
- Assist with order modifications, including updates to shipping addresses, payment methods, and gift options.
- Handle warranty claims, product exchanges, and returns in line with company policies.
- Provide support for customer inquiries related to Amazon Prime membership, including benefits, billing, and troubleshooting.
Education
High School Diploma -
MEP
01.2015
Skills
- Critical Thinking
- Communication
- Problem Solving
- Teamwork
- Creativity
- Attention to Detail
- Adaptability
- Time Management
- Collaboration
- Empathy
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Technical Writer
Amherst
03.2024 - Current
WFM Real-Time Analyst
Accenture
02.2022 - 02.2024
WFM Real-Time Analyst
Concentrix
11.2020 - 02.2022
Technical Support Advisor
Concentrix
03.2017 - 11.2020
Customer Service Associate
Amazon
10.2015 - 12.2015
High School Diploma -
MEP
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