Manuel Aguilar

2023-Present

• Provided 24/7 "white-glove" technical support to senior executives, managing VIP suite walkthroughs and resolving complex hardware and software issues.
• Leveraged Python-based automation to create a script for Credential sheet automation and develop a script to manually test SharePoint links for reliability.
• Testing Web applications 10% and Desktop applications 90% of the time
• Diagnosed and resolved a wide range of hardware and software issues, achieving an 80% first-call resolution rate and minimizing downtime. Developed long-term solutions or automations to prevent future incidents.
• Onboarding Program Revitalization (NEO):
  • Established a SharePoint portal to centralize onboarding information, documentation, and knowledge base.
  • Performed manual functional testing for system change requests, defects and requirements.
  • Implemented an interactive PowerPoint and Knowledge Base (KB) article to clarify PC accessories and usage for new hires.
  • Hosted bi-weekly virtual "Lunch & Learn" meetings and automated announcements via Teams workflow.
  • Mentored a new intern on the NEO spreadsheet management SOP.
• Expanded technical portfolio by procuring training for Tableau and continuing the ServiceNow Developer program (CMDB training). Utilized Generative AI and LinkedIn Learning to overcome knowledge gaps and innovate solutions.

2012 - 2022

• Increased client sales 80% by replacing their competitors product and streamlining/customizing their customer support protocols.
• Oversaw a 15-member customer support team, providing troubleshooting and resolution for software and hardware issues in the dental field.
• Provide prompt and professional responses to customer inquiries, issues, and complaints via various communication channels such as phone, email, chat, and social media platforms.
• Identify and troubleshoot customer problems and provide effective solutions to ensure customer satisfaction. This may involve coordinating with other teams or departments to resolve complex issues.
• Assisted customers remotely using either Team Viewer, Anydesk, and other RDP software in the troubleshooting/resolution of hardware/software/PC/Server/radiology equipment/firmware issues among company sites to ensure timely distribution of knowledge and a positive impact on customer satisfaction.
• Applied CBCT systems analysis techniques and procedures, including consulting with end-users (Dental Offices), to determine hardware, software or system functional failures.
• Performed troubleshooting and resolving software/hardware/LAN/Server/Desktop/ThinClient/SQL/firewalls/virtual windows(parallels)/etc compliance with HIPPA in the dental field.
• Stay up to date with the company's products and services to provide accurate information and assistance to customers. Continuously improve knowledge base through self-learning and training sessions.
• Accurately record customer interactions, issues, and resolutions in the customer support system or CRM. Maintain comprehensive and organized customer records for future reference and analysis.
• Work closely with other teams, such as sales, product development, and quality assurance, to ensure a seamless customer experience. Provide input on improving processes and procedures based on customer feedback.
• Strive to meet or exceed customer expectations by providing personalized and empathetic support. Actively listen to customers, demonstrate empathy, and show commitment to resolving their concerns.
• Proactively identify opportunities for process improvement and suggest innovative ideas to enhance the customer support experience. Participate in ongoing training and development programs to enhance skills and knowledge.
• Traveled to Benco's east coast main office yearly to share field knowledge and familiarize technicians with our devices, improving their installation and troubleshooting process. Introduced a live queue board to provide real-time visibility into tier/escalation/hot customer processes, enabling full immersion in fast-paced situations.
• Enhanced MSSQL/PostgreSQL backup procedures by 20% by implementing HDD partitioning and separating image and metadata locations for improved efficiency and organization.
• Traveled extensively throughout the east coast to various dental tradeshows (AAO-American Association of Orthodontists, Yankee Dental Congress in Massachusetts, Greater New York Dental Meeting, Thomas P Hinman Dental Meeting and Exhibition in Atlanta, AAOMS-Dental Implant Conference). Assisted Spanish-speaking customers, represented the Technical department, and supported the Sales/Marketing department. Implemented effective risk mitigation strategies, cost reduction measures, and improved operational processes to ensure a seamless and functional tradeshow experience for customers.
• Improved dealer training by 80% by incorporating hands-on training, implementing assessment tests, and gathering feedback through surveys for continuous improvement.
• Conducted manual functional testing for system change requests, defects, and requirements.
• Reduced customer support wait times by 75% by implementing live operators to efficiently handle incoming calls and upload them to a live queue board.
• Increased customer support ticket closures by 50% by reassessing the troubleshooting workflow and creating new standard operating procedures (SOPs).
• Managed great customer service experience traveling through out the U.S. maintaining smooth CBCT installation 95% of the time by managing the installation, calibrating, and seasoning the equipment before initial use, and training the customers on the basic maintenance of radiology equipment.
• Assisted in person 10% of the time, mostly remotely 90% of the time (TeamViewer), in the resolution of technical issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction
• Traveled abroad to facilitate and execute the flagship branch training program and dealer training at our Spain Branch Office. Established strong relationships through face-to-face interactions, evaluated and enhanced basic training procedures for all devices and associated software, and shared data, insights, and solutions to foster future collaborations.
• Saved upgraded thin client rollout of Panoramic x-ray device by finding alternate IP route from the designated hard coded IP, created documentation.
• Attained a superior TWAIN integration for x-ray imaging by collaborating with third party software technicians.
• Aided in app building with partner companies (e.g. Dentrix) to create plug ins to help facilitate workflows and upgrades or perform testing before rolling out.

Demonstrated strong technical and process improvement skills by automating NEO outreach through a custom script, building a Microsoft Teams workflow with Adaptive Cards to enhance engagement, developing a Python-based chatbot to handle Tier 1 FAQ responses, and establishing a feedback loop to convert user inquiries into structured documentation and SharePoint assets.

Setup and hosted the trade-show events at Penn Plaza and Hopewell. We created an immersive experience featuring eye-catching posters, balloons, candy giveaways, and exclusive buttons related to our H@YS features. Our goal was to engage customers by sharing new updates, asking about their experiences with H@YS, and providing valuable information to empower them with ease of use.

As a volunteer for Horizon Blue Cross Blue Shield of NJ, I contributed to the Community Food Bank NJ (Hillside) efforts. Our team achieved significant accomplishments, including: packing Nacho Meal Kits, preparing yucca and other ingredients, breading chicken and slicing meats, and repackaging case materials. With my fellow volunteers, we successfully sorted and packed an impressive 141 cases (~35 lbs each). This collaborative effort enabled the distribution of approximately 4,765 meals to those in need, making a tangible impact on our community.

Traveled to Benco's east coast main office to impart them with field knowledge while familiarizing technicians with our devices and improving their installation/troubleshooting process when helping onsite technicians. Giving them the ability to view our live queue board viz to show the tier/escalation/hot customer process on the fly for full immersion of the situations.

Accomplished customer support presentation at the Vatech Czech branch in order to impart the growth and success of the US branch. Establishing rapport with our branch office in face to face interactions. Reassessed the basic training procedures regarding all our devices and their pertaining software. Went through common issues and their solutions at the time and shared new lines of data repositories for future collaborations.

Executed training to communicate the field knowledge while familiarizing technicians with our devices and improve their installation/troubleshooting process when helping onsite or remotely. After relaying and discussing the materials/presentation, we created mock situations that technicians commonly have to deal with (which we previously discussed), and had all the attendees get together to solve the created issues, to make sure the information is ingrained.

Traveling throughout the east coast to different tradeshows. Setting up, breaking down, working the floor aiding with Spanish speaking customers, while representing the Technical department, and assisting the Sales and Marketing department. Making sure all issues are circumvented, mitigating risks while reducing costs, improving operational processes to present a fully functional well oiled tradeshow booth for our customers.

Executed technical training for our dealers at the Fort Lee, NJ location. The purpose of the training was to familiarize technicians with our devices and improve their installation/troubleshooting process. Giving them hands on experience on common mistakes and solutions on devices they install and troubleshoot in the field. Passing down knowledge from my own past experiences to help future techs in their installation/troubleshooting journeys.

Accomplished training of the Spain branch office in order to impart the growth and success of the US branch. Establishing rapport with our branch office in face-to-face interactions. Reassessed the basic training procedures regarding all our devices and their pertaining software. Went through common issues and their solutions at the time and shared new lines of data repositories for future collaborations.

Re-engineered new heavy-duty traveling cases in order to safely transfer $40,000.00 ~ $200,000.00 radiology equipment to all tradeshows across the US. Making sure to keep the packaging of the device as streamlined as possible, which involved creating new cases that would allow the device to be compressed just enough to keep it from damage in transit and keep us from breaking down the equipment all the time to ship from city to city. Not only would it help 95% on the device wear and tear but it would also speed up our setup or breakdown process in general.

Google Data Analytics Certificate

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Google IT Automation with Python Certificate

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Diploma in Internetwork Engineering

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Diploma