Ashley Villanueva
Round Rock,TX
Overview
3
3
years of professional experience
Work History
NOC Analyst
Acumera
Austin, TX
08.2024 - Current
- Delivering high-quality customer support across phone, email, and chat channels while maintaining attention to detail.
- Ensure all customer interactions and resolutions are documented thoroughly and professionally, with sufficient detail for the next technician to understand and proceed without additional context.
- Leveraging knowledge and experience in IP networks, WAN/LAN technologies, VPNs, routers, and firewalls to diagnose and resolve customer network and connectivity issues.
- Translate complex technical information to both technical and non-technical clients via phone, email, and ticketing platforms.
- Collaborate and escalate cases to Tier2/Tier 3 or Engineering as appropriate.
Remote Licensed Insurance Agent
Teleperformance
Round Rock, TX
01.2024 - 05.2024
- Administered CRM and ticketing systems to log support cases, coordinate escalations, and monitor resolution timelines.
- Addressed client issues effectively, resulting in post-interaction satisfaction scores consistently above 80%.
- Ensured risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Retail Associate
LensCrafters
Austin, TX
03.2023 - 11.2023
- Advised customers on eye wear options tailored to their lifestyle and prescription needs, driving 5% increase in average order value through personalized recommendations.
- Captured accurate eye measurements using digital lens systems to ensure precise prescription fulfillment and improve customer satisfaction.
- Surpassed individual sales targets, driving team revenue growth and earning recognition for performance.
- Set the standard of quality in eye care and eye wear, ensuring every patient and customer had the best experience in LensCrafters every time.
Education
Bachelors in Computer and Information Technologies -
South Texas College
Mcallen, TXSkills
- Network administration experience: firewalls, routers, switches, VPNs, IP networks, WAN/LAN technologies, ISP systems
- Operating Systems & Scripting: Windows, Linux, macOS, PowerShell, Command Line Interface
- Cloud Platforms: AWS, Azure, Google Cloud Platform
- Tools & Platforms: Oracle VirtualBox, AcuVigil, Jira, RPM, JumpCloud, Dialpad
Timeline
NOC Analyst
Acumera
08.2024 - Current
Remote Licensed Insurance Agent
Teleperformance
01.2024 - 05.2024
Retail Associate
LensCrafters
03.2023 - 11.2023
Bachelors in Computer and Information Technologies -
South Texas College