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Alvin Albano

Alvin Albano

Technical Project Manager

CourseSmart

Daly City, CA

Technical Project Manager at CourseSmart

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CourseSmart

Technical Project Manager

Manages enterprise-level system integration between university learning management systems and digital content distribution technologies.
• Provides technical consulting and review of pre-sales opportunities.
• Facilitates daily standup meetings with engineering and professional services resources.
• Resolves complex and escalated technical issues requiring coordination between internal teams and high profile customers.
• Manages release and deployment process for mission-critical integration architecture.
• Collaborates with stakeholders to deliver optimal solutions to address customer issues.

Career medium 04
Career
Career medium 04

Cengage Learning

Customer Support Manager - Aplia

Managed a team of 15 product experts to deliver the highest quality of customer, technical, and sales support to a client base of over 3,000 high school and higher education instructors and over 500,000 students.
• Promoted a culture of support excellence, product knowledge, and collaboration
• Managed the hiring, on boarding, and training processes of support team, which originally comprised of 8 team members; increased team to 15 at largest, spanning across two offices
• Fostered team development through cross-training and interdepartmental projects
• Resolved complex and escalated issues requiring coordination between internal teams and high profile customers
• Planned and organized resources and team efforts to adjust to seasonal peak volume
• Partnered with other department heads, including Senior Leadership Team, to deliver optimal solutions to address customer issues
• Continually audited and evaluated team and individual performance; serves as a mentor and a coach
• Coordinated internal and external communication during outages, and messaged directly to customers about site status

Career

Riverside Publishing

Senior Data Integration Analyst - Edusoft

Managed implementation and ongoing data handling process to successfully integrate K-12 student enrollment, demographics and high-stakes assessment data from district student information systems. Oversaw data cleansing and validation, and made recommendations to improve data quality and best practices.

Managed the data for 2.5M students in 4000 schools. These schools resided in 60 school districts across 11 states and the District of Columbia.

Communicated detailed data requirements for student roster data and demographics uploading. Helped school districts establish a consistent query for obtaining the data.

Acted as a technical liaison between Sales, Account Management and Customer Service to provide effective solutions to client data issues and ensure successful project implementations.

Performed requirements gathering and analysis, created wireframes, and authored functional specifications for customer facing assessment enhancements.

Career medium 01
Career
Career medium 05

Riverside Publishing

Technical Support Representative - Edusoft

Supported a client base of 490 public school districts via phone and e-mail. Serve as direct point of contact for all customers. Address application questions and provide online instruction about new features.
• Documented and monitored all customer issues,
• Assessed and escalated issues when necessary, providing valuable steps to replicate customer issues.
• Led efforts to establish a Customer Service Knowledge Base, which provided management and tracking of reusable solutions to Most Frequently Asked Questions.

Career

Liquid Audio

Technical Support Representative

Supported Liquid Audio's user community via phone, online chat, and e-mail. Contributed extensively to the Customer Care knowledge base by authoring troubleshooting documentation and training material.
Provided leadership to department in manager's absence; supervised workloads and ongoing projects; created workforce metrics for Executive Staff.
• Initial design and implementation of internally developed CRM system, facilitating an annual savings of $50k.
• Installed Liquid Kiosk Networks and provided training at client sites in Honolulu and San Diego.
• Created training program for Liquid Kiosk Network installers, administrators, and engineers.
• Trained Plextor Technical Support Department to support Liquid Player.

Career medium 02
Career
Career medium 03

Ziegler Ross, Inc

Network Administrator/Consultant

Managed installation, upgrades, security, and maintenance of all networking hardware, software, and Internet connectivity. Maintained office document templates and customer contact management application.
• Successfully migrated back office systems from Windows NT to Windows 2000.
• Trained clients in basic NT system administration.

Career

St. Ignatius College Prep

University of Phoenix - San Francisco Campus

BSIS, Information Systems