Ricardo Barrientos
Language Specialist & IT Technician
Tegucigalpa,FM
Summary
Greetings! I'm Ricardo Barrientos, an EFL Teacher and IT Technician from Honduras, bringing over +10 years of diverse experience across technology, graphic design, languages, and music. My professional journey includes significant roles in the call center industry and various administrative positions. These roles have equipped me with a deep understanding of how businesses and organizations can harness technology for improvement and efficiency. I am committed to continuous growth, both personally and professionally. I actively seek opportunities to learn new skills and contribute to the success of forward-thinking companies and entrepreneurs. My multifaceted background and dedication to excellence enable me to provide valuable insights and support in any endeavor I undertake.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
30
30
Certifications
Work History
IT Support Specialist
Interactive Contact Center
01.2023 - Current
- Documented IT systems, processes, and procedures for team reference.
- Conducted training sessions for new employees on essential tools and technologies.
- Supported agents on cloud-based PBX platforms like Avoxi and client services.
- Recorded English-language video tutorials for tool usage.
- Created user guides for setting up MFA on end-user devices.
- Developed guides for latency ping tests to evaluate candidates.
- Updated IT database and implemented cybersecurity policies.
- Fostered collaborative environments to enhance IT support efficiency.
- Collaborated across teams to support company initiatives.
- Reduced downtime through effective troubleshooting and problem resolution.
- Streamlined helpdesk processes for quicker issue resolution.
- Optimized network performance with maintenance and upgrades.
- Managed help desk tickets and resolved desktop issues.
- Provided Tier 1 IT support through desk side and remote services.
- Proactively diagnosed and resolved hardware and network issues.
- Ensured network connectivity and minimized downtime.
- Improved support processes and updated repair procedures.
- Researched and implemented technical solutions.
- Managed user accounts and permissions.
- Monitored system performance and analyzed network metrics.
- Installed, configured, and maintained computer systems and applications.
IT Helpdesk for Broadband Hospitality
Interactive Contact Center
02.2022 - 11.2022
- Provided professional IT Tech services in both English & Spanish for hotel IT industry in a vast number of Extended Stay Hotels such as Towne Place from Marriott, Circus Circus, Treasure Island, Residence Inn, Westmont Village, Super8, Woodspring Suites, Extended Stay America and many more facilities with positive attitude, analytical and methodical troubleshooting for Broadband Hospitality in the U.S.
- Documented and detailed calls, IT processes troubleshooting and resolutions or escalations using Network Operations Center CRM data base.
- Assisted Staff and guest members on their tech needs regarding Internet, TV, elevator inter comms, Camera systems, PBX and Fire Panels services.
- Worked and provided IT Support at Main Distribuiton Frames (MDF) or equipment room level on several gear such as Nomadix Cloud, Radios Gateway and IP Flex Solutions Dell Servers for Internet Services. Technicolor COM box TV systems for Pro:Idiom encrypted TV services. Data Remotes DR9070, DR9080, DR9090 for LTE/4G Elevator back-up communication systems. HikVision and Milestone CCTV for Camera System services. I also worked with GrandStream, YeaLink, Polycom and PhoneSuite brands for PBX IT Support services.
- Actively collaborated as a team player with Tier 2 and Tier 3 technicians when needed to better assist in a further resolution on those IT scenarios that required upper high members involvement.
Tech Support Representative for Xfinity
Startek
10.2021 - 12.2021
- Provided professional tech services in both English & Spanish languages for Comcast Xfinity in the U.S. as a Tech Support Representative on Startek.
- Documented and detailed calls and complaints using call center's CRM database.
- Assisted customers on their tech needs regarding Internet, TV and Landline services.
- Resolved customer complaints and addressed emergency requested and needs by approaching conversations with positive attitude and focus on customer satisfaction.
- Clarified customer billing inquires regarding their bill service.
- Promoted and sold Xfinity Services to potential customers when needed.
- Referred complex issues relating to customer services through escalation for further assistance when needed.
Customer Service Representative
Startek
01.2020 - 03.2020
- Provided professional and linguistic services in both English & Spanish languages for Walmart Grocery in the U.S. as a Customer Service Representative on Startek.
- Documented and detailed calls and complaints using call center's CRM database.
- Described and explained details about Walmart Grocery Membership options to inform customers and guide purchasing decisions.
- Resolved customer complaints and addressed emergency requests and needs.
- Helped average of 30 customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bills.
- Preserved revenue streams by utilizing communication skills, offering refunds as last resort to maintain customer satisfaction.
- Referred complex issues relating to online order services through escalation for further assistance when needed.
English as a Foreign Language Teacher Internship
Empower Honduras
02.2018 - 06.2018
- Volunteered and provided professional services for teenagers in social risk through Empower Honduras.
- Prepared and implemented lesson plans covering required course topics.
- Administered assessments and standardized tests to evaluate student progress.
- Helped students develop important learning skills and good-life habits by moral and language interactions.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
Graphic Designer & Multimedia Editor
Freelancer
02.2009 - 02.2018
- Developed creative design for Legal, Educational & Musical packages, including print materials, brochures, flyers, business cards, and musical programs.
- Used Canva and in less manner other graphic tools such as CoverDesign to create images and layouts for multiple projects which include e-books & audiobooks (CD portraits, including back portraits, digital content mass-burning and packaging).
- Recorded and edited several musical presentations for uploads on YouTube.
Software's Congress Linguistic Translator
Universidad Nacional Autónoma de Honduras
08.2017 - 11.2017
- Provided translation services from Spanish to English languages for an Information System intended to be used on an Economic, Administrative & Technology Congress (CEAT) taken place in 2017 at UNAH.
- Conferred with subject matter experts and other colleagues to establish precise understanding of specialized concepts.
- Replicated flow, style and overall meaning of original texts.
IT Technician
Freelancer
04.2007 - 04.2010
- Investigated and corrected frequently problems with printers, mobiles and other peripheral devices.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Explained technical information in clear terms to non-technical customers and closed friends to promote better understanding.
Piano Background Music Creator
Freelancer
02.2010 - Present
- Recorded and published my own Piano music inspired by Post Rock genre adapted to the Piano on Spotify and many other online stores.
- Taught private Piano lessons for Teenager students & closed friends.
- Transcribed Piano, Orchestra and Violoncello hand-written music score to digital means aided by Sibelius software.
- Provided basic maintenance to Piano instrument issues.
Education
Certification - Information Technology Specialist Cybersecurity
Pearson & CertNexus
Certiport, Remote 05.2001 -
Certification - Cisco Certified Support Technician Cybersecurity
Cisco Network Academy
Certiport, Remote 05.2001 -
Bachelor of Science - Telecommunications Engineering
Universidad Tecnológica Centroamericana
Tegucigalpa, Honduras, C.A. 01.2019 - Current
Bachelor of Arts - Teaching English As A Foreign Language
Universidad Nacional Autónoma De Honduras
Tegucigalpa, Honduras, C.A. 02.2014 - 2019.06
Diploma - IT Technician & Network Sysadmin
Tecnológico De Computación
Tegucigalpa, Honduras. C.A. 08.2006 - 2007.08
Skills
Option-driven: decision maker
Accomplishments
- In 2020, I successfully published my original piano music on Spotify after a decade-long dedication to this project. I independently created, recorded, edited, and performed all of my compositions. Continuously generating new ideas, I am passionate about music and committed to ongoing artistic projects. You can listen to my latest music on Spotify here: https://open.spotify.com/artist/6ugnUOa28YQ6qa89dVig6Y?si=g5F7rEcnRWCbPXQIxmWIJQ
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Italian
Average
German
Basic
Certification
Career Essentials in System Administration by Microsoft and LinkedIn
Interests
IT, Cybersecurity, Network infrastructure, Cloud computing, Continuous learning
Music, Languages, Cultures, Businesses, Travelling, Videogames
Timeline
Career Essentials in System Administration by Microsoft and LinkedIn
01-2024
Lean Six Sigma: Tools for Analysis, Control and Improvement by LinkedIn
12-2023
Six Sigma Foundations by LinkedIn
12-2023
Six Sigma Foundations: Green Belt by LinkedIn
12-2023
Productivity Foundations: Kanban, outlining and mind maps by LinkedIn
12-2023
Process Optimizations Foundations by LinkedIn
12-2023
How to perform under pressure by LinkedIn
12-2023
Time Management Foundations by LinkedIn
12-2023
Improve your productivity by LinkedIn
12-2023
Security Awareness HIPPA
12-2023
WireShark: VoIP by LinkedIn
12-2023
Fundamentals of technical support: Telecommunications by LinkedIn
12-2023
Remote and collaborative work (INFOP) – 40 hrs
05-2023
JAVA Foundations (INFOP) – 90 hrs
04-2023
CompTIA Security+ (SY0-601) Cert Prep: 10 Governance, Risk and Compliance by LinkedIn
03-2023
Customer Service Foundations for IT Professionals by LinkedIn
03-2023
Network Defense Essentials by Global Lynx - 16 hrs
03-2023
Positive attitude with emotional intelligence (INFOP) – 20 hrs
02-2023
IT Support Specialist
Interactive Contact Center
01.2023 - Current
Personal finance (INFOP) – 20 hrs
01-2023
Entrepreneurial spirit (INFOP) – 20 hrs
01-2023
IT Helpdesk for Broadband Hospitality
Interactive Contact Center
02.2022 - 11.2022
Tech Support Representative for Xfinity
Startek
10.2021 - 12.2021
3D Printing (INFOP) – 40 hrs
04-2021
Customer Service Certificate (INFOP) - 40 hrs
03-2021
Walmart Grocery Customer Service Certificate training - 40 hrs
02-2020
Customer Service Representative
Startek
01.2020 - 03.2020
Certificate of Recognition on Algebra's Mastery – UNITEC
08-2019
Bachelor of Science - Telecommunications Engineering
Universidad Tecnológica Centroamericana
01.2019 - Current
Goethe-Zertifikat A1 on German language (Goethe Institut) - 12 months
08-2018
English as a Foreign Language Teacher Internship
Empower Honduras
02.2018 - 06.2018
Software's Congress Linguistic Translator
Universidad Nacional Autónoma de Honduras
08.2017 - 11.2017
Academic Excellence Award (UNAH)
07-2017
Certificate on Editorial Design (UNAH) - 40 hrs
07-2014
Bachelor of Arts - Teaching English As A Foreign Language
Universidad Nacional Autónoma De Honduras
02.2014 - 2019.06
First-aid training (UNAH) - 4 months
12-2011
Piano Background Music Creator
Freelancer
02.2010 - Present
Graphic Designer & Multimedia Editor
Freelancer
02.2009 - 02.2018
Top Scholar Award (Lincoln School) - 93% outstanding class ranking
11-2008
IT Technician
Freelancer
04.2007 - 04.2010
Diploma - IT Technician & Network Sysadmin
Tecnológico De Computación
08.2006 - 2007.08
Certificate on Hardware & PC Maintenance (INFOP) - 12 months
08-2006
Certification - Information Technology Specialist Cybersecurity
Pearson & CertNexus
05.2001 -
Certification - Cisco Certified Support Technician Cybersecurity
Cisco Network Academy
05.2001 -
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