Noelia Ramirez
Brooklyn,NY
Summary
Dynamic Level 2 Telephone Support Analyst at the United Nations, adept at managing over 200 service requests weekly, while enhancing team productivity through training. Bilingual in English and Spanish, I excel in Microsoft Office 365 and possess strong organizational skills, achieving a 30% reduction in turnaround time for service requests.
Overview
19
19
years of professional experience
2
2
Certification
2
2
years of post-secondary education
Work History
Level 2 Telephone Support Analyst
Trigyn Technologies, UN
New York, NY
08.2011 - Current
- Manage over 200 service requests received via email weekly, ensuring timely resolution.
- Verify and process service requests, ensuring approvals, and funding compliance.
- Streamline request completion by following standard operating procedures, reducing turnaround time by 30%.
- Worked with enterprise systems, including Office 365, SAP, Siebel CRM, and Sectigo, supporting over 5,000 users.
- Answer 20+ customer calls per week, providing troubleshooting, request submission guidance, and follow-ups.
- Train new employees, enhancing team productivity.
- Keep abreast of new developments in technology, both in the industry and in the United Nations.
- Attend and participate in ongoing technology trainings, staying updated on the latest developments, and improving team efficiency.
Telecom Service and Assurance Specialist
Adecco, at the UN
New York, NY
02.2007 - 07.2011
- Received and processed approximately 50 telephone requests per week. This included assigning extensions, updating the asset in the database, and contacting the customer if additional clarification was needed.
- Oversaw the Voice and Messaging group’s inventory of over 5,000 assets, maintaining accurate records.
- Compiled and delivered weekly, monthly, and quarterly reports to the chief of the section.
- Assisted the operators with hundreds of daily calls and emails during staff shortages, maintaining seamless operations.
- Provided rapid support by navigating more than five databases to resolve general caller inquiries.
Education
Some College (No Degree) - Liberal Arts
LaGuardia Community College
Long Island City, NYAssociate of Arts - Legal Executive Assistant
Katherine Gibbs
New York, NY 09.2006 - 06.2008
Skills
- Excellent written and verbal communication skills
- Proficient in Microsoft Office 365
- Strong organizational and multitasking abilities
- Ability to work well independently and as part of a team
- Professional demeanor and attention to detail
- Adaptable learner, and committed to growth
Certification
Food Protection Certificate, 07/01/25
Timeline
Level 2 Telephone Support Analyst
Trigyn Technologies, UN
08.2011 - Current
Telecom Service and Assurance Specialist
Adecco, at the UN
02.2007 - 07.2011
Associate of Arts - Legal Executive Assistant
Katherine Gibbs
09.2006 - 06.2008
Some College (No Degree) - Liberal Arts
LaGuardia Community College
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