Melissa Mondragon
AWS Cloud Practitioner/Technical Support Specialist
Wheat ridge,CO
Summary
- Detail-oriented Technical Support Specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 support knowledge.
Overview
20
20
years of professional experience
4
4
Certifications
Work History
Software Engineering Program
Kenzie Academy
10.2022 - 10.2023
Generation Junior Cloud Practitioner Program
07.2022 - 09.2022
- Completed in a 10 week Jr
- Cloud program, spending over 300 hours learning to deploy, configure and manage cloud infrastructure using different tools and writing basic shell scripts
- Basic knowledge of Linux, Python, AWS, DevOps to support IT operation related cloud-based environments
- Expected date of completion: Sep 16 2022
- Coursera – Google Technical Support Fundamentals | June 2021 100+ hours over 5 courses learning debugging, encryption algorithms and techniques, customer service, network protocols, cloud computing, binary code, Linux, troubleshooting, DNS, IPv4, Network model.
Accounts Receivable Specialist
Lignetics
04.2021 - 05.2022
- Maintain aging report 30,60,90, reach out to customers that are past due and resolve delinquency or set up payment plan, Investigate payment discrepancies, missing payments and or shipping discrepancies, release orders, post payments, other duties as assigned.
Credit and Collections Coordinator
Sunrun
03.2019 - 09.2020
- Maintain Aging report 30,60,90 contacted customers to resolve balance, Investigate discrepancies
- On an average day I would have 80 calls (in/out)
- I along with one other teammate was assigned a special project we worked on daily that had a great impact for our customers, I was also often tasked with executive escalations.
Accounts Receivable Coordinator
Peakview Roofing
12.2017 - 01.2019
- Maintain aging report 30,60,90 contacted customers to resolve delinquent balance, investigate discrepancies, pull permits, Xactimate, processing insurance claims filing liens, notary
- Resolving any complaints and making sure the customer is happy.
CAE Tech 2
Comcast
07.2012 - 09.2015
- Took incoming dialer calls assisting customers with a range of Tier2 technical issues stemming from phone, internet and cable
- I emphasized, built repour and walked the customer step by step through fixing their “cable, phone, internet” based issue 98% of the time I was able to resolve
- Rarely there was an escalation ticket or sometimes a tech needed to go to the site and replace hardware
- Assisted with new hire training as well as supervisor call backs
- In Dec of 2012 just 5 months after I was hired I was recognized as a Top 25 agent.
DISH Network, CSS
07.2010 - 07.2011
- Responded to incoming calls from dialer in reference to billing and basic account information and sales as well as Tier 1 tech support.
Skills
AWS Systems Managerundefined
Certification
Google IT Support Specialization
Timeline
Software Engineering Program
Kenzie Academy
10.2022 - 10.2023
Generation Junior Cloud Practitioner Program
07.2022 - 09.2022
Accounts Receivable Specialist
Lignetics
04.2021 - 05.2022
Credit and Collections Coordinator
Sunrun
03.2019 - 09.2020
Accounts Receivable Coordinator
Peakview Roofing
12.2017 - 01.2019
CAE Tech 2
Comcast
07.2012 - 09.2015
DISH Network, CSS
07.2010 - 07.2011
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