Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Charissa Rampersad

Customer service
Lauderhill,FL

Summary

Computer Support Specialist, Help Desk Technician, Customer Service Representative. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Enthusiastic Technical Support Representative specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues.

Overview

17
17
years of professional experience

Work History

Help Desk/Technical Support

  • 15 years experience
  • Identify, troubleshoot, and analyze computer related issues
  • Determine appropriate course of action, and conduct repairs, modifications, and upgrade internal components and peripherals as needed
  • Format hard drives; Determine appropriate file system FAT, FAT32, NTFS Install and configure Operating Systems, patches and upgrades, including Windows 2000 Professional and Server, Windows XP/VISTA/Windows7,Windows 8 and Windows 8.1,Windows 10 , Windows NT 4.0, Windows 3.1, and MS/DOS
  • Install and configure software applications, telnet connections, and electronic mail
  • Train and assist 30 internal end users in the proper use and procedures
  • Install Network Interface Cards NIC s
  • Setup bindings, IP addresses, WINS, and DNS configurations
  • Operate, and maintain Local Area Network LAN connectivity using TCP/IP protocol
  • Service and Maintain microcomputer systems, including inspect, clean, test, run scandisk, defragment hard drives, and update antiviral programs to maintain performance and security
  • Support acquisition, operational and disposal phases throughout Program life cycles.

Database Administrator, Lead Technician

  • Two years experience
  • Research various legacy Depot Maintenance Database Systems to develop process relating information from disparate systems, and forecast division workload vs
  • Manpower requirements
  • Maintains Workload Database, routine data entry, extract and analyze data
  • Generate key reports, provide information support, analysis, and develop spreadsheet presentations for briefings at Branch, Division, and Coperate levels
  • Facilities Engineering
  • Stepped in as Facilities Engineer to spearhead project to relocate office of 25 employees
  • Design and draft a new facility layout, limited by using only existing office partitions and furniture
  • Plan layout of workstation locations and LAN cabling
  • Coordinate teardown, move, and install of office partitions, desks, and equipment
  • Install PC workstations, LAN cabling and setup network connectivity
  • Cost Analysis - One year experience
  • As, , assign workload to coworkers, review work to assure accuracy, develop division reports and correspondence to outside customers, enter and track projects in workload database
  • Provide key technical support during contract negotiation.

Communication Specialist/ Supervisor

  • Monitored agents and listened to their calls to support with technical assistance and control call handle times, duties involved, monitoring agent calls and agent remote access while agents were assisting customers with computer problems, also managed the non connect department, my daily responsibilities was to assign tickets to agents in my department, created a daily tracker to keep tract of daily tickets assigned and ensured that the work was completed in a timely manner, assigned lunch breaks and regular breaks to agents, filled out a daily report and emailed daily to my management staffs, assisted agents that were having problems technically or agents that were on call for too long of a period, also responded to all escalated tickets that were coming from other departments
  • Filled in for other supervisors in customer service department, assisted in sending email requests from customers, assisted to assigning all escalations coming from both our local offices and overseas offices.

Technical Support Specialist

Mobilehelp LLC
Boca Raton, FL
03.2015 - Current


  • Provide customer service and support , and receiving and analyzing trouble reports from external users
  • Investigate and find quick resolutions to problems and issues associated with medical alarm devices and electronic technology within the Medical alarm device industry
  • Initiate, plan, track and implement modification/repair projects to ensure time critical readiness of fielded systems
  • Use excellent communication skills to monitor and coordinate projects with leaders on a technical and non-technical level
  • Read and analyze technical specifications, schematics, illustrated parts breakdowns, and Operations and Maintenance procedures to research and select sources to replace obsolete components with suitable function substitutes to support the overhaul and operation of Medical alarm devices used by patients.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting , setting up and testing tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Submitted service tickets for equipment maintenance requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Monitored systems in operation and input commands to troubleshoot, program, and test medical alarm devices.
  • Resolved numerous technical support inquiries per day.
  • Analyzed system and software issues to identify troubleshooting methods needed for quick remediation.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Fielded average of 50-60 inbound phone calls to deliver support and remotely resolve service issues.
  • Maintained and updated customer service database.

Advance Tech Support

ICE
02.2014 - 02.2015
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices and software to set up work stations for individuals.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Trained users on how to operate Computer , Tablets and devices that uses an operating system software.
  • Responded to telephone, email and in-person inquiries regarding hardware , software and networking operation, use and repair.
  • Updated documentation and produced reports.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Tier 2 tech support agent

Techzilla
North Lauderdale, FL
02.2013 - 02.2014
  • Troubleshoot and repair, windows desktops,laptops,tablet and smartphones,Mac os desktops,laptops,ipads and iphones,all brands of wired and wireless printers,routers,modems,apple tv’s time capsules and also smart TV’s
  • Identify, research, and resolve customer issues using the computer system.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Submitted service tickets for equipment maintenance requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Activated accounts for clients interested in new services.
  • Resolved numerous technical support inquiries per day.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Resolved system, hardware and telephone issues within [Number] hours, improving efficiency among departments.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Maintained and updated customer service database.
  • Installed software security applications and devices and suggested additional security measures.

Manager Assistant/Purchasing Agent

Richline Group Inc
Tamarac, FL
09.2008 - 10.2012
  • Receive products coming into our location using AS400 system, Manhattan Scale and Navision software, assign AND NAVASION software, utilize snag it 9 edition, for snapshots of invoice to send to customers via email
  • Location to products, create orders, follow up with vendors to get confirmation, create spread sheets, using Microsoft excel 2003 and 2007, follow up on emails, create item numbers using AS400
  • Forecasted inventory controls through reports from purchasing agents and sales clerks on a monthly basis, working closely with sales executives on new and upcoming projects to meet deadlines.
  • Maintained complete documentation and records of all purchasing activities.
  • Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
  • Performed monthly reconciliation of open purchasing orders.
  • Communicated with vendors regarding inventory needs and negotiated prices to maintain profit margins.
  • Communicated frequently with stores and vendors to manage orders and verify revisions on purchase orders.
  • Computed and created purchase orders in our database to monitor stock levels, verify purchase requisitions and expedite customer orders.
  • Tracked inventory shipments and prepared spreadsheets detailing item information.
  • Managed vendor purchase order dispatch, delivery and invoicing to set contractual guidelines and maintain budgetary regulations.
  • Adjusted procedures to maximize department effectiveness.
  • Standardized inventory quarterly reporting and analysis and instituted corrective action for close-outs and out-of-stock items to keep inventory records current.
  • Reviewed order updates to identify best practices aligned with corporate goals.

Customer Service/Tech support Rep

The Answer Group
North Lauderdale, FL
04.2006 - 08.2008
  • Serve as liaison between system users, technical support groups and field support technicians
  • Performed hardware and software installations and provided high- lever customer care, training and technical support.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Retained existing clients and developed new accounts by extending high quality and efficient support service.
  • Upsold products and services to increase company revenue beyond specific targets.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.

Customer Service/Data Entry

Odimo Inc
Sunrise, FL
08.2004 - 04.2006
  • Draft and ran monthly reports for management staffs.Kept track of inventory systematically.
  • Answered customer questions about product availability and shipment times.
  • Managed incoming calls each day with utmost professionalism and knowledgeable service.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Submitted completed orders quickly to maximize delivery efficiency.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Increased profits by 90% through effectively maintaining relationships with clients and ensuring high-quality customer service.
  • Processed payments and adjusted customer accounts to maintain current system data.
  • Organized data on current trends and prepared presentations for senior leadership to highlight areas of strength and opportunities for improvement.
  • Supported senior management in executive decision-making by drafting informative reports.
  • Prepared daily reports detailing current metrics for data entryreview and use in operational planning.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
  • Corrected data entry errors to prevent later issues such as duplication or data degradation.
  • Added documents to file records and created new records to support filing needs.
  • Accurately handled data entry for numerous clients into company-based software.
  • Evaluated source documents to locate information needed for each data entry field.
  • Kept optimal quality levels to prevent critical errors and support team performance targets.
  • Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
  • Outlined appropriate processes and procedures to fulfill and complete order inquiries.
  • Managed incoming calls each day with utmost professionalism and knowledgeable service.
  • Capitalized on upsell opportunities by suggesting best-fit offerings from available company products and services.
  • Increased profits through effectively maintaining relationships with clients and ensuring high-quality customer service.
  • Accurately handled data entry for clients into company-based software.
  • Outlined appropriate processes and procedures to fulfill and complete inquiries.

Education

High School Diploma -

South Broward High School
08.2000

Skills

  • TECHNICAL SKILLS
  • Operating Systems:
  • Windows 2000 Professional and Advanced Server
  • Windows 95/98/ME
  • Windows xp
  • Windows vista
  • Windows 7
  • Windows 8,81
  • Windows 10
  • MS-DOS
  • IOS/ Apple OS
  • Hardware:
  • IBM PC/Clones
  • All internal PC components
  • Impact/Inkjet/Laser Printers
  • Scanners
  • Applications:
  • Microsoft Office Suite
  • Word, Excel, Access, and PowerPoint
  • Windows 2000
  • Windows NT 40
  • Ethernet
  • TCP/IP
  • Mac osx version 105 – 109
  • Ios Devices
  • Siebel
  • AS400
  • Nice Application
  • Avaya systems
  • CTI and Navision
  • Snagit 90 – 91
  • EZ track
  • Netsuite
  • Scale management system
  • Log me in
  • Ninjato
  • Bomgar
  • Teamvierwer
  • Skype
  • Lynx
  • Five9
  • Hardware Upgrades
  • Tracking and Documentation
  • Resolving Problems and Incidents
  • Help Desk Support
  • User Support and Troubleshooting
  • Hardware and Software Repair
  • User Experience
  • Development Documentation
  • Software Evaluation
  • Hardware Diagnostics
  • Troubleshooting Network Issues
  • Apple IOS
  • Data Recovery
  • Microsoft Windows and Office
  • Mobility Devices
  • System Performance Assessment
  • Software Diagnosis
  • Technical Troubleshooting
  • Customer Support Needs Assessment
  • Call Center Operations
  • Remote Technical Support
  • Component Replacements
  • Technical Implementation
  • Onsite Installations
  • Software Patches
  • LAN and WAN Assessment
  • Friendly and Patient
  • Workforce Planning
  • Hardware Evaluation
  • Switches and Routers
  • Computer System Maintenance
  • Inventory Procedure Documentation
  • Training Junior Team Members
  • Network Configuration and Support
  • VoIP Installation
  • Windows Operating System
  • Responding to Technical Questions
  • De-Escalation Techniques
  • Employee Computer Support
  • Bug Fixes
  • Device Installation
  • Desktop Partitioning Software
  • Configuring Devices
  • Customer Communication and Empathy
  • Online Chat Support

Accomplishments

  • Contributed to a reduction in operational costs of company expenses .
  • Trained and led technical support teams of more than 20 support specialists.
  • Participated in various incentive programs and contests designed to support achievement of production goals.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 20 or more staff members.
  • Completed training and testing of Medical alarm devices
  • Successfully completed updated training materials for company policies and procedures

Timeline

Technical Support Specialist

Mobilehelp LLC
03.2015 - Current

Advance Tech Support

ICE
02.2014 - 02.2015

Tier 2 tech support agent

Techzilla
02.2013 - 02.2014

Manager Assistant/Purchasing Agent

Richline Group Inc
09.2008 - 10.2012

Customer Service/Tech support Rep

The Answer Group
04.2006 - 08.2008

Customer Service/Data Entry

Odimo Inc
08.2004 - 04.2006

Help Desk/Technical Support

Database Administrator, Lead Technician

Communication Specialist/ Supervisor

High School Diploma -

South Broward High School

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Charissa RampersadCustomer service