Michael Ugalde Fuentes
Teacher, Tech Support Representative, Customer Service Representative.
ALAJUELITA
Summary
Organized professional with proven teaching, troubleshooting, and leadership skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Level headed and calm in stressful situations with well-developed people skills. Skilled at communicating complex information in a simple manner. Critical thinker who addresses issues quickly and consistently exceeds performance standards. Looking to contribute to a company that offers a genuine opportunity for career progression.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
Work History
English Secondary Teacher
C.I.D.E.P, La Ribera de Belén
03.2017 - Current
- Developed annual, monthly and weekly English lesson plans for all high school grades
- Developed annual, monthly and weekly Science lesson plans for 4th grade
- Created and maintained a welcoming, friendly, engaging, and nurturing classroom environment where all students felt comfortable
- Used a variety of tools and templates to design effective layouts, construct creative learning activities and build a professional eLearning portfolio for students
- Planned tests and assessment methods for monitoring students' language skills
- Combined various English teaching methods and techniques to help students improve their results
- Maintained positive student-teacher relationships and cooperated with parents on a daily basis
- Implemented an Individualized education plan for students with unique needs
- Established a reward system to manage inappropriate classroom behavior
- Performed satisfactorily every duty assigned as a homeroom teacher as well as a member of the assessment committee.
Academic Director
Avanza Idiomas
San José
02.2016 - 03.2017
- Interviewed and recruited teachers
- Planned budget, schedule, and resources for English, Portuguese, French and Italian courses
- Coordinated gatherings with a team of eight teachers
- Supervised and coached a team of eight teachers
- Developed and implemented a conversational English program
- Taught English lessons
Technical Support Representative
Hewlett Packard
Belen, Heredia
04.2008 - 03.2009
- Provided technical assistance to H.P customers who experienced networking issues with their Jet direct print server via both phone calls and e-mails
- Worked hand in hand with the connectivity department to troubleshoot, resolve, and recommend an improvement for systems and security problems within our customer´s network
- Verified warranty status to either approve or reject a replacement in case that all of the troubleshooting steps could not fix the issue.
- Used ticketing systems to manage and process support actions and requests.
Service Desk Representative
FUJITSU Costa Rica. Aurora Heredia, Park Free
03.2007 - 03.2008
- Zone
- Duties:
- Corrected inaccurate Information on all internet DSL orders placed by AT&T customers online or mistyped by Help Desk agents
- Kept the customers informed of any delays that their order might have had
- Contacted customers to set up installation or missed installation appointments.
Education
Coursework Toward Bachelor of ESL Teaching -
Universidad Hispanoamericana
San Jose 01.2020 - 04.2021
Starting Bachelor of Cyber Security - Expected Graduation Date
Saint Leo University
Florida, USA 01.2023 - 01.2027
Starting Azure Fundamentals Certification - Expected Completion Date
Smart Data
01.2023 - 02.2023
Accounting Assistant Certificate of Achievement -
Liceo Nuevo De Hatillo
San Jose 01.2000 - 11.2001
Skills
Interpersonal Skillsundefined
Timeline
Starting Bachelor of Cyber Security - Expected Graduation Date
Saint Leo University
01.2023 - 01.2027
Starting Azure Fundamentals Certification - Expected Completion Date
Smart Data
01.2023 - 02.2023
Coursework Toward Bachelor of ESL Teaching -
Universidad Hispanoamericana
01.2020 - 04.2021
English Secondary Teacher
C.I.D.E.P, La Ribera de Belén
03.2017 - Current
Academic Director
Avanza Idiomas
02.2016 - 03.2017
Technical Support Representative
Hewlett Packard
04.2008 - 03.2009
Service Desk Representative
FUJITSU Costa Rica. Aurora Heredia, Park Free
03.2007 - 03.2008
Accounting Assistant Certificate of Achievement -
Liceo Nuevo De Hatillo
01.2000 - 11.2001
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