Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

FRANCES CLAUDIO RAMOS

Auburndale,FL

Summary

Senior Application Support Technician with 8 years experience and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

14
14
years of professional experience

Work History

PMS Application and Technical Specialist

Shiji Americas
Atlanta, GA
12.2018 - Current
  • Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
  • Installed, configured and provided ongoing configuration management for custom applications.
  • Provided training to end users on new and updated systems and software.
  • Configured hardware, devices and software to set up work stations for employees.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Provided technical support to all clients.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

Senior PMS Application Technical Support

Oracle Corp
Orlando, FL
08.2015 - 11.2018
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Provided solutions to operations issues for Opera users and POS users, working closely via phone, email, phone conference with end users and vendors
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
  • Broke down and evaluated user problems using test scripts, personal expertise and probing questions
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

Hostess

The Crystal Palace
Orlando, FL
06.2014 - 08.2015
  • Took reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking
  • Supported servers, food runners and bussers with keeping dining area ready for every guest.

FOH Restaurant Supervisor

Maingate Resort and Spa
Kissimmee, FL
06.2014 - 02.2015
  • Coordinated team members with focus on productivity, efficiency, and enhancing customer experience
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
  • Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction
  • Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business
  • Effectively scheduled and allocated assigned team in alignment with operational and customer needs.

Runner- Pool Service

Gaylord Palms Resort & Convention Center
Kissimmee, FL
04.2014 - 06.2014
  • Prepared cooking supplies, ingredients and workstations when opening and closing kitchen
  • Prepared identical dishes numerous times daily with consistent care, attention to detail and quality.

Hostess

Meliá Orlando Celebration / Celebration
, FL
12.2013 - 04.2014
  • Managed in-person and telephone guest inquiries, customer service requests and reservation bookings
  • Watched dining area staff to evaluate server loads and calculate accurate wait times
  • Assisted FOH and BOH staff with preparing for events, coordinating smooth execution to maximize guest satisfaction.

Fine Dining Server

Ruth's Chris Steak House
San Juan, PR
04.2012 - 11.2013
  • Arranged tables, tabletops, and buffet stations for events ranging from 10 to 200 attendees based on banquet event orders
  • Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies
  • Worked with Micros POS system to place orders, manage bills and handle complimentary items for dissatisfied customers
  • Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.

Server and Bartender

LongHorn Steakhouse
Guaynabo, PR
02.2009 - 04.2012
  • Establish loyal clientele through top-notch customer service efforts
  • Worked with Aloha POS system to place orders, manage bills and handle complimentary items for dissatisfied customers
  • Took customer orders and capitalized on opportunities to sell special beverage and food options
  • Trained new team members on restaurant procedures, menu items and performance strategies.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Kept register accurate through correct billing, payment processing and cash management practices.

Education

Bachelor of Arts - Hotel and Restaurant Management

University of Puerto Rico - Carolina
Carolina, PR
06.2009

Skills

  • Technical support knowledge
  • Helpdesk support
  • Issue and Resolution Tracking
  • Database Management
  • User training expertise
  • Hardware and software installations
  • Network configuration and Network troubleshooting issues
  • Service Schedule Coordination
  • Microsoft Windows and Office
  • Proficient in PMS and POS Applications

Additional Information

Technical Skills

  • Ticketing systems (Zoho desk, Clarify, MOS)
  • Phone systems (Cisco, 3CX, Amazon Connect)
  • Remote access technology (bomgar, webex, team- viewer)
  • Oracle Database 10g, 11g and Weblogic
  • PMS(Opera5, Opera Cloud)
  • POS(Micros3700, Pinnacle, Aloha)
  • Interfaces (OXI, IFC8, HTNG, OEDS)
  • Database (Oracle 10g, Oracle 11g, Weblogic)
  • Application upgrades, patches and new installations
  • Install SSL certificates
  • Apply SQL and PL/SQL scripts
  • TCP/IP troubleshooting
  • Windows Server 2008
  • Active Directory
  • Java basic knowledge

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

PMS Application and Technical Specialist

Shiji Americas
12.2018 - Current

Senior PMS Application Technical Support

Oracle Corp
08.2015 - 11.2018

Hostess

The Crystal Palace
06.2014 - 08.2015

FOH Restaurant Supervisor

Maingate Resort and Spa
06.2014 - 02.2015

Runner- Pool Service

Gaylord Palms Resort & Convention Center
04.2014 - 06.2014

Hostess

Meliá Orlando Celebration / Celebration
12.2013 - 04.2014

Fine Dining Server

Ruth's Chris Steak House
04.2012 - 11.2013

Server and Bartender

LongHorn Steakhouse
02.2009 - 04.2012

Bachelor of Arts - Hotel and Restaurant Management

University of Puerto Rico - Carolina

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FRANCES CLAUDIO RAMOS