Amanda Fernández S.
Pavas
Summary
Accomplished Training Coordinator and Technical Support Analyst with extensive experience at Kaiser Permanente and Foundever. Proven expertise in coordinating employee development programs, managing technical support incidents, and enhancing employee competency through tailored training initiatives. Demonstrates advanced problem management, customer service skills, and the ability to collaborate with multiple business units to resolve operational challenges. Adept at creating training materials, schedules, and handling logistics for effective sessions. Strong background in providing technical support for Intel devices and guiding customers through troubleshooting steps. Skilled in time management, public speaking, organisation, and classroom experience. Career goal includes leveraging extensive technical support and training experience to drive organisational growth and employee development.
Overview
9
9
years of professional experience
Work History
Queue Manager
Kaiser Permanente
01.2025 - Current
- Managed and monitored the incident queue in ServiceNow, ensuring timely and accurate case assignment to agents.
- Assigned cases to agents based on workload, expertise, and priority, ensuring a balanced and efficient distribution.
- Ran daily reports on queue status and individual agent performance, providing insights to supervisors and managers.
- Monitored case completion timelines, ensuring agents adhered to SLA requirements and process protocols.
- Acted as a liaison between agents, supervisors, and managers, addressing operational challenges to maintain smooth queue operations.
Technical Support Analyst
Kaiser Permanente
12.2023 - Current
- Demonstrated advanced problem management and customer service skills, efficiently resolving internal teams' queries and issues. - SME for Web Support
- Collaborated with multiple business units to resolve operational challenges
- Managed incident tickets from initiation through to resolution, documenting processes and outcomes for future reference.
- Updated technical documentation and user manuals, providing clear instructions and support material.
Training Coordinator (Side Job)
Kaiser Permanente
06.2024 - 12.2024
- Coordinated and supervised employee development programs.
- Create training materials, schedules, and handle logistics for effective sessions
- Enhanced employee competency through tailored training programs, using virtual platforms and on-site training.
- Coordinated with department heads and stakeholders to identify training requirements, aligning development plans with business objectives.
Intel L3 Servers Support
Foundever
01.2022 - 01.2023
- Guiding Intel customers through performing troubleshooting steps for server systems
- Keeping world-class quality standards while attending calls and email interactions with company engineers
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
Intel Technical QA
Foundever
01.2020 - 01.2022
- Review cases on a daily basis for every product supported through web ticketing, chat, phone calls, and emails, for each agent
- Provide feedback and coaching to agents regarding the cases they worked on to develop an action plan for each individual if required
- Provide weekly reports of the cases reviewed and action plans developed in order to improve account numbers
Intel technical and customer support
Foundever
01.2017 - 01.2020
- Delivering presales support to OEM/Intel customers
- Providing basic technical support to different Intel devices such as laptops, tablets, NUCs, compute sticks, etc
- Being capable of understanding and discussing, with OEM/Intel customers, performance questions so they can adapt their devices to different third-party software applications
Intel Back-up SME for Educational Services
Foundever
01.2016 - 01.2017
- Presenting Intel Education Service quarterly results to the customer (QBR)
- Keeping Intel Education Service team performing as per Foundever quality and production standards
- Supporting Intel Educational Services team on different technical and administrative queries
Education
Linux Essentials -
Foundever Tech Academy
01.2022
Cisco CCNA -
Foundever Tech Academy
01.2020
Portuguese -
Centro de Estudios Brasileños (CEB)
01.2019
Specialized Executive English for Service Centers -
Instituto Nacional de Aprendizaje (INA)
01.2012
High School Diploma -
Rincon Grande de Pavas High School
01.2010
Skills
- Technical Support & Troubleshooting
- Training & Development
- Incident Management (ServiceNow)
- Time Management
- Customer Service Excellence
- SLA Management
- Report Generation & Data Analysis
- Cross-Functional Collaboration
Languages
Spanish
First Language
English
Proficient
C2
Portuguese
Intermediate
B1
Personal Information
- Place of birth: San Jose, Costa Rica
- Date of birth: 07/29/93
- Nationality: Costa Rican
Hobbies and Interests
Photography
Timeline
Queue Manager
Kaiser Permanente
01.2025 - Current
Training Coordinator (Side Job)
Kaiser Permanente
06.2024 - 12.2024
Technical Support Analyst
Kaiser Permanente
12.2023 - Current
Intel L3 Servers Support
Foundever
01.2022 - 01.2023
Intel Technical QA
Foundever
01.2020 - 01.2022
Intel technical and customer support
Foundever
01.2017 - 01.2020
Intel Back-up SME for Educational Services
Foundever
01.2016 - 01.2017
Cisco CCNA -
Foundever Tech Academy
Portuguese -
Centro de Estudios Brasileños (CEB)
Specialized Executive English for Service Centers -
Instituto Nacional de Aprendizaje (INA)
High School Diploma -
Rincon Grande de Pavas High School
Linux Essentials -
Foundever Tech Academy
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