LUCAS RAMIREZ
RIO RANCHO,N.M
Summary
A position in the information technology field, with an emphasis on technical support and analysis.
Experienced in providing technical assistance to computer system users, answering questions and resolving computer problems for clients.
Experienced with diagnosing and resolving technical issues. Utilizes strong problem-solving abilities to deliver effective solutions. Knowledge of customer service principles ensures seamless user experience.
Overview
13
13
years of professional experience
Work History
Commercial Elite Technical Support Agent
Ascendion
Basking Ridge, NJ
05.2022 - 04.2025
- Working independently while using standard protocol when needed to respond to customer issues.
- Successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
- Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty, enterprise and some mission-critical).
- Proactively assist customers to avoid or reduce problem occurrence.
- Participates in projects for process or quality improvements.
- Act as a mentor to lower level employee working on similar hardware and software.
Healthcare Coordinator
United Health Care
Albuquerque, NM
07.2017 - 02.2022
- Medical and health services managers plan, direct, and coordinate the business activities of healthcare providers.
- Coordinated patient scheduling and appointment management to optimize clinic efficiency.
- Analyzed patient feedback to identify trends, informing process improvements and service enhancements.
- Facilitated communication between healthcare providers and patients to enhance service delivery.
Repair Technician (Repair Tech)
Sprint
Albuquerque, NM
12.2013 - 02.2017
- Repair, install, or maintain mobile or stationary radio transmitting, broadcasting, and receiving equipment, and two-way radio communications systems used in cellular telecommunications, mobile broadband, ship-to-shore, aircraft-to-ground communications.
- Diagnosed and repaired mobile devices, ensuring optimal functionality for customers.
- Collaborated with cross-functional teams to enhance repair processes and service delivery.
Cell Phone Warranty Technician
AT&T
Rio Rancho, NM
01.2012 - 10.2013
- Customer service representatives interact with customers to handle complaints, process orders, and answer questions.
- Diagnosed and resolved warranty issues for electronic devices, ensuring customer satisfaction.
- Implemented quality control measures to enhance accuracy in warranty claims handling.
Education
High School Diploma - General High School Curriculum
Mora High School
Mora, NMCertificate of Technical Studies - Electronic Principles
U.S. Air Force
Vandenberg, CA04-1995
Skills
- Remote support
- Ticket management
- Software installation
- Network configuration
- Incident reporting
- Security protocols
- Application support
- Telecommunications
Timeline
Commercial Elite Technical Support Agent
Ascendion
05.2022 - 04.2025
Healthcare Coordinator
United Health Care
07.2017 - 02.2022
Repair Technician (Repair Tech)
Sprint
12.2013 - 02.2017
Cell Phone Warranty Technician
AT&T
01.2012 - 10.2013
High School Diploma - General High School Curriculum
Mora High School
Certificate of Technical Studies - Electronic Principles
U.S. Air Force