Ashlier Cruz Ramos
Augusta,Georgia
Summary
Versatile Information Technology Specialist skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Sr Information Technology Specialist
ARMY
09.2019 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted with updating technical support best practices for use by team.
- Managed high levels of call flow and responded to accounts technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
- Translated complex technical issues into digestible language for non-technical users.
Assistant Handyman
Self Employed Services
11.2017 - 08.2019
- Performed minor wall repair, installed drywall, and applied wallpaper.
- Performed basic electrical work and plumbing repairs such as installing new toilets, removing electrical wires, unclogging drains, and maintaining gutters.
- Built and repaired decks, fences and sheds to improve overall appearance of homes.
- Installed shelving units in homes to provide additional space and organization.
- Worked independently in fast-paced environment while meeting productivity and quality expectations.
- Worked with more knowledgeable professionals to grow understanding of principles and construction standards.
- Prepared surfaces and surrounding areas for painting using sandpaper, tape, and other materials.
- Prepared trim, walls and ceilings for painting by cleaning, smoothing, and priming.
- Painted indoor areas such as hallways, bathrooms, and lobbies.
Telecommunications Sales Representative
Commsense
06.2017 - 09.2017
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases and join reward programs.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - Forensic Science
Interamerican University of Puerto Rico
Aguadilla, PR06.2018
Skills
- Information Protection
- Service Support
- Software Installation
- Technical Support
- User Support
- Customer Service Expert
- Videoconferencing
- Account Management
Websites
Certification
- CompTIA Security+
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Sr Information Technology Specialist
ARMY
09.2019 - Current
Assistant Handyman
Self Employed Services
11.2017 - 08.2019
Telecommunications Sales Representative
Commsense
06.2017 - 09.2017
Bachelor of Science - Forensic Science
Interamerican University of Puerto Rico
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