Alexus Ricard
Denham Springs,LA
Summary
Motivated and detail-oriented professional with a strong background in IT. Known for excellent communication skills, problem-solving abilities, and a commitment to delivering high-quality results. Experienced in working both independently and as part of a team, with a strong focus on achieving goals and continuous improvement. Seeking to contribute my skills and experience to a dynamic organization that values growth and innovation. Results-driven IT professional with a strong foundation in technical support, systems administration, and network troubleshooting. Adept at diagnosing complex problems, implementing solutions, and ensuring smooth day-to-day IT operations
Overview
10
10
years of professional experience
Work History
Technical Specialist
ADT Security
12.2022 - Current
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Completed troubleshooting and diagnostics on company resources.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Optimized system performance thorough testing and analysis.
- Maintained meticulous records of maintenance activities, ensuring compliance with industry standards.
- Optimized system performance, conducting thorough diagnostics and troubleshooting procedures.
- Reduced downtime by troubleshooting and resolving network issues promptly.
- Reduced downtime through proactive troubleshooting of wireline equipment malfunctions.
- Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
Outbound Sales Representative
Conduent - Remote
08.2022 - 02.2023
- Called lead lists resulting from various marketing campaigns to achieve sales.
- Cold called business leaders to initiate inclusion in sales strategies.
- Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.
- Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
- Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
- Refined and demonstrated excellent listening skills by asking probing questions and overcoming objections.
- Seized opportunities to upsell new product offerings to current customers and coached team to upsell.
- Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
- Led outbound calling team such that each team member met or exceeded sales targets.
- Expanded bottom-line profit opportunities, cold-calling and following up with leads to secure new revenue.
- Employed customer relationship management software to track and manage calls made by team members and to retain customer data.
- Defined sales and fundraising volume records for primary clients and monitored progress against forecasts.
Call Center Customer Service Representative
United Healthcare Insurance - Remote
11.2018 - 09.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Audited customer account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.
- Strengthened team performance and productivity by training and inspiring team members.
- Helped clients navigate online systems within established frameworks to obtain services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Implemented additional services to maintain exceptional client service ratings.
IT Technician
AT&T
02.2017 - 06.2022
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
Team Lead
Walmart
01.2016 - 06.2022
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Fostered positive employee relationships through communication, training and development coaching.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Gathered business requirements from users to convert to technical requirements.
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
- Documented production levels and materials used to keep management informed.
- Collaborated with management team to implement new work procedures or policies.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Worked closely with shipping, warehouse and other personnel to coordinate movements and keep workflows smooth.
IT Support Specialist
Verizon Wireless
06.2019 - 10.2021
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
- Monitored IT use to maintain compliance with established processes, policies and guidelines.
- Oversaw equipment and system operations, surveying for potential security vulnerabilities and upgrade needs.
- Supported new infrastructure planning and deployment to meet organizational expectations.
- Performed walk-throughs for new hires to aid in technological onboarding processes.
- Maintained working knowledge of current hardware and equipment by completing required training and reading applicable literature.
- Maintained accurate inventory of owned and new equipment to support availability of replacement parts when needed.
- Installed and supported desktop software titles and add-ons.
- Removed and replaced old hardware during routine upgrades and system repairs.
Unit Secretary
Women For Women Obstetrics And Gynecology
06.2019 - 04.2021
- Organized paperwork such as charts and reports for office and patient needs.
- Supported office staff and operational requirements with administrative tasks.
- Transcribed doctors' medication orders, lab test requests and care plans.
- Managed unit call reception and routed calls to correct department.
- Provided patient information to facilitate timely admissions and discharges.
- Maintained strong and trusting rapport with patients and all healthcare staff to build relationships.
- Answered phone calls to provide assistance, information and medical personnel access.
- Monitored unit supply levels and notified management of ordering needs.
- Retrieved physicians' paperwork, including lab test requests.
- Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services.
- Transcribed doctors' orders, including medication and lab test requests.
- Conducted patient intake interviews to collect medical information and insurance details.
Patient Access Representative
Baton Rouge General Hospital
03.2018 - 01.2021
- Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
Manager
RaceTrac
02.2018 - 06.2020
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Created training modules and documentation to train staff.
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Developed lucrative marketing plans to maximize profits.
- Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
Education
Associate of Applied Science - Information Technology
Northshore Technical College
Hammond, LAHigh School Diploma -
Live Oak High School
Denham Springs, LA 08.2012 - 05/2016
Skills
- Documentation and reporting
- Call center operations
- Telemarketing expertise
- Till counting
- Answering questions
- CallSelect communication systems
- Quality assurance
- Customer support
- Cash Handling
- Client communication
- Inbound phone calls
- Calm disposition
- Customer service optimization
- Brand representation
- Performance improvement
- Efficient
- Typing 35 wpm
- Committed
- Word and Outlook
- Inbound and outbound calls
- Performance-driven
- Consumer behavior
- Product and service understanding
- Account updates
- Warm calling
- Product understanding
- Script use
- Skilled negotiator
- Teambuilding
- Active listening
- PPE use
- Troubleshooting
- Organization
- Training & development
- Organizational skills
- Flexible schedule
- Adobe
- Infrastructure Planning
- Project Coordination
- Security Improvements
- Scope Definition
- Friendly, Positive Attitude
- Data Management
- Team Management
- Supervision & Leadership
- Conflict Resolution
- Flexible Schedule
- People Skills
- Problem Resolution
- Computer Skills
- Critical Thinking
- Relationship Building
- Microsoft Office
- Reliable & Trustworthy
- Customer Service
- Good Work Ethic
- Training & Development
- Maintenance & Repair
- Planning & Organizing
- Active Listening
- Team Building
- Basic Math
- Organizational Skills
- Scheduling and Coordinating
- Documentation and Reporting
- Customer Follow-Up
- Claims Information Gathering
- Log Updating
- Archiving Skills
- Dental Assisting
- Typing 35wpm
- Desktop technical support
- Hardware installation
- Technical support
- Network troubleshooting
- Remote support
- Software configuration
- Network maintenance
- Help desk operations
- System administration
- Mobile device management
- Server maintenance
- Operating system management
- Information security
- User training
- Help desk management
- Data recovery
- Helpdesk services
Languages
English
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
Timeline
Technical Specialist
ADT Security
12.2022 - Current
Outbound Sales Representative
Conduent - Remote
08.2022 - 02.2023
IT Support Specialist
Verizon Wireless
06.2019 - 10.2021
Unit Secretary
Women For Women Obstetrics And Gynecology
06.2019 - 04.2021
Call Center Customer Service Representative
United Healthcare Insurance - Remote
11.2018 - 09.2022
Patient Access Representative
Baton Rouge General Hospital
03.2018 - 01.2021
Manager
RaceTrac
02.2018 - 06.2020
IT Technician
AT&T
02.2017 - 06.2022
Team Lead
Walmart
01.2016 - 06.2022
High School Diploma -
Live Oak High School
08.2012 - 05/2016
Associate of Applied Science - Information Technology
Northshore Technical College