Alaina Ramer
Peru
Summary
Dynamic Technology Support Group Senior Technician at UPS with a proven track record in troubleshooting complex systems and optimizing performance. Expert in system diagnostics and customer support, fostering strong relationships while delivering effective solutions. Adept at documentation and project management, ensuring seamless operations and compliance with health and safety regulations.
Technical professional with background in system maintenance and repair, ready to contribute to dynamic team. Proven ability to adapt to changing needs and deliver reliable results. Highly skilled in technical diagnostics and collaborative problem-solving.
Overview
25
25
years of professional experience
2
2
Certification
Work History
Senior Technology Support Group Technician
UPS
Kokomo, IN
10.2021 - Current
- Resolved complex technical problems independently, enhancing system reliability and user satisfaction.
- Diagnosed system performance issues through troubleshooting, leading to timely identification of root causes.
- Documented processes, procedures, and configurations to support systems management and facilitate knowledge sharing.
Senior Tech Unified Customer Management Group
UPS
Kokomo, IN
02.2021 - 10.2021
- Managed multiple tasks while adapting to changing priorities and requirements.
- Responded promptly to customer needs, ensuring timely resolution of issues.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Focused on learning new skills and staying updated with industry changes.
- Engaged in regular training to enhance professional knowledge to enhance own job skills and knowledge.
- Delivered efficient, courteous service to customers, enhancing overall satisfaction.
- Met deadlines while maintaining high-quality deliverables.
- Managed and coordinated multiple projects while ensuring timely completion.
Senior Technology Support Group Technician
UPS
Kokomo, IN
06.2001 - 02.2021
- Diagnosed complex hardware and software problems and implemented solutions promptly.
- Troubleshot various hardware and software issues to determine root cause of problems.
- Collaborated with customers and sales representatives to assess service requirements and schedule timely support.
- Resolved network connectivity issues using diagnostic tools such as ping, tracert and ipconfig commands.
- Provided hands-on demonstrations of equipment and technology to enhance customer understanding and usage.
- Preserved equipment by performing regular maintenance checks, replacing parts or performing repairs.
- Implemented and enforced adherence to preventative maintenance schedules.
- Educated customers with hands-on demonstrations of equipment and technology.
- Communicated with customers and sales representatives to determine service and scheduling needs.
- Conferred with customers to determine nature of problems or explain repairs.
- Researched and ordered necessary parts to complete repairs.
- Navigated multiple web sites and portals to research parts identification and diagnostics.
- Maintained inventory of parts to ensure prompt repairs.
Education
Bachelor of Arts (B.A.) - Information Technology - IT Management
Purdue University Global
West Lafayette10-2023
Associate in Science (A.S.) - Cloud Technologies
Ivy Tech Community College
Kokomo, IN05-2022
Skills
- Problem-solving
- System diagnostics
- System troubleshooting
- Hardware configuration
- Software installation
- Network administration
- Maintenance and repairs
- Advanced repair techniques
- Performance optimization
- Troubleshooting
- System upgrades
- Documentation and reporting
- Technical assistance
- Computer-assisted diagnostics
- User support
- User training
- Staff training
- Safety awareness
- Customer support
- Customer service
- Customer rapport
- Relationship building
- Communication skills
- Workload management
- Work planning
- Work under pressure
- Deadline oriented
- Multitasking
- Organizational skills
- Critical thinking
- Troubleshooting
- Equipment maintenance
- Preventive Maintenance
- Equipment operation
- Installation repairs
- Document preparation
- Record maintenance
- Operations monitoring
- Customer service
- System upgrades
- Workload management
- Software configuration
- User support
- User training
- Installation repairs
- Operations monitoring
- System installation
- Troubleshooting
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved software issues through consumer testing.
- Collaborated with Industrial Engineering team in the development of SPSF (Smart Package Smart Delivery).
Affiliations
- Association of Information Technology Professionals
- National Society of Collegiate Scholars
- Project Management Institute
Certification
- CompTIA A+
- CompTIA Network+
Timeline
Senior Technology Support Group Technician
UPS
10.2021 - Current
Senior Tech Unified Customer Management Group
UPS
02.2021 - 10.2021
Senior Technology Support Group Technician
UPS
06.2001 - 02.2021
Associate in Science (A.S.) - Cloud Technologies
Ivy Tech Community College
Bachelor of Arts (B.A.) - Information Technology - IT Management
Purdue University Global