Andrew Ramirez
Davenport,FL
Summary
Dedicated and adaptable professional transitioning from a successful career in the fire service to the technology and customer support field. Known for exceptional problem-solving skills, calm under pressure, and a strong commitment to service. Experienced in high-stakes environments requiring quick decision-making, technical troubleshooting, and clear communication. Eager to leverage a strong work ethic, hands-on experience with technology, and a passion for helping others to deliver top-tier customer support in a fast-paced, team-oriented setting.
Overview
14
14
years of professional experience
Work History
Firefighter Paramedic
Ocoee Fire Department
11.2021 - Current
- Maintained confidentiality and professionalism in sensitive situations, reflecting strong ethics and reliability in customer interactions.
- Documented detailed incident reports accurately and promptly, demonstrating strong written communication and attention to detail.
- Operated and maintained complex equipment and technology systems, ensuring functionality and safety, highlighting technical aptitude and problem-solving.
- Collaborated closely with team members to assess dynamic situations, troubleshoot problems in real time, and implement solutions, mirroring technical support workflows.
Guest Services Associate
Universal Studios Resort
05.2019 - 06.2020
- Utilized internal systems to manage service requests, track issue resolution, and document guest interactions—experience transferable to help desk and ticketing platforms.
- Maintained in-depth knowledge of park policies, procedures, and technology systems to provide accurate, real-time information to guests.
- Resolved guest concerns efficiently and empathetically, delivering high-quality service while maintaining company standards,parallel to handling customer support inquiries with professionalism.
- Handled high volumes of face-to-face inquiries patiently and consistently, demonstrating multitasking and prioritization skills in a fast-paced setting.
- Efficiently handled all problems through resolution, boosting customer satisfaction rates by 90%.
E-5 - Rifleman (0311) - Enlisted - Security Operations Supervisor
Marine Corps
04.2011 - 04.2019
- Diagnosed and resolved logistical, operational, and equipment-related issues in real-time, developing a practical troubleshooting mindset.
- Communicated complex information clearly and concisely to team members and leadership.
- Handled sensitive information with discretion and integrity, demonstrating professionalism in managing user or client data.
- Led and trained a team in high-pressure, mission-critical environments, demonstrating strong leadership, problem-solving, and adaptability.
- Supervised a team of 12 security personnel during a shift.
Education
Associate Degree (AD) -
Valencia College
Orlando, FL12-2021
Associate of Science - Fire Science
Valencia College
Orlando, FL07-2021
Skills
- Technical Troubleshooting
- Customer Service and Support
- Communication Skills
- Problem Solving
- Critical Thinking
- Incident Documentation and Reporting
- Basic Networking and Hardware Knowledge
- Multitasking and organization
- Customer service excellence
Timeline
Firefighter Paramedic
Ocoee Fire Department
11.2021 - Current
Guest Services Associate
Universal Studios Resort
05.2019 - 06.2020
E-5 - Rifleman (0311) - Enlisted - Security Operations Supervisor
Marine Corps
04.2011 - 04.2019
Associate Degree (AD) -
Valencia College
Associate of Science - Fire Science
Valencia College
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