JOSHUA RUIZ
San Antonio
Summary
Detail-oriented Technical Operations & Support Specialist with 4+ years of experience troubleshooting systems, analyzing account data, resolving technical issues, and supporting high-volume operational workflows in telecommunications and finance. Strong ability to identify patterns, investigate root causes, document findings, and escalate system irregularities. Currently pursuing an A.A.S. in Assurance & Cybersecurity, gaining foundational skills in networking, system security, and incident workflows. Known for adaptability, analytical thinking, and clear communication. Seeking to leverage operations experience and emerging IT skills in a Technical Operations Center or Operations Analyst role.
Overview
9
9
years of professional experience
Work History
Sales & Technical Support Representative
Verizon
01.2025 - Current
- Monitor CRM systems, authentication tools, and device diagnostics to identify account issues, service disruptions, or abnormal activity.
- Investigate customer-reported technical problems by reviewing logs, device data, and system outputs, escalating complex cases following SOPs.
- Analyze operational and performance metrics to support efficient triage and workflow decisions.
- Document troubleshooting steps and system findings in detailed digital records.
- Educate customers on device security, cloud backups, safe browsing, and network performance.
- Maintain expert-level knowledge of devices, connectivity, and internal tools.
Credit Card Specialist
J.P. Morgan Chase
09.2023 - 10.2024
- Monitored account activity for abnormalities, fraud indicators, system errors, and access issues.
- Conducted root-cause investigations into billing discrepancies and access failures.
- Followed strict escalation workflows based on severity, SLAs, and risk thresholds.
- Documented findings and resolutions in internal systems.
- Communicated complex financial and technical information clearly to customers and cross-functional teams.
Sales Representative
Prime Communications (AT&T;)
03.2021 - 05.2023
- Troubleshot device, network, and account issues using diagnostic tools.
- Identified recurring issues and provided workflow improvement feedback.
- Explained technical features and system functions clearly to customers.
Sales Representative
Southern Glazer’s Wine & Spirits
03.2020 - 03.2021
- Managed data-driven product orders while maintaining accurate inventory.
- Collaborated with vendors and store management to ensure operational accuracy.
Curbside Specialist
H-E-B
04.2017 - 07.2019
- - Maintained order accuracy and monitored inventory availability.
- - Coordinated workflows with team members in a high-volume environment.
Education
A.A.S. - Assurance & Cybersecurity
San Antonio College
11-2026
Skills
- Systems & Tools: Salesforce, OPUS, CRM/OMS platforms
- Data & Analysis: Basic SQL, Excel, trend identification
- Networking: Wi-Fi troubleshooting, routers, connectivity basics
- Security: MFA, authentication protocols, fraud indicators
- Cloud: iCloud, Google Cloud, Verizon Cloud
- Documentation: Case logging, SOP adherence
- Workflow Monitoring, Root Cause Investigation, Data-Driven Decision Making
- Incident Escalation, Process Improvement, Communication, Critical Thinking
- Adaptability, Attention to Detail
Timeline
Sales & Technical Support Representative
Verizon
01.2025 - Current
Credit Card Specialist
J.P. Morgan Chase
09.2023 - 10.2024
Sales Representative
Prime Communications (AT&T;)
03.2021 - 05.2023
Sales Representative
Southern Glazer’s Wine & Spirits
03.2020 - 03.2021
Curbside Specialist
H-E-B
04.2017 - 07.2019
A.A.S. - Assurance & Cybersecurity
San Antonio College