Ramon Arguello
Rosharon,TX
Summary
Certified Cisco Network Associate with a strong passion for pursuing a career in IT, specifically in Networking. Recently obtained certification. Eager to apply knowledge and skills to contribute to organization success. 6 Years of experience providing technical support to customers utilizing POS systems. Expertise in troubleshooting and resolving issues related to internal SOHO networks. 2 Years of leadership experience as team lead, then supervisor for a level 1 support team of 20. Able to effectively manage and guide team towards achieving goals. Strong project management skills. Demonstrated efficiency in coordinating onboarding activities with organizing and planning abilities. Possesses strong interpersonal and relationship-building skills dedicated to ensuring new client success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Onsite Onboarding Specialist
Mad Mobile
01.2024 - 04.2024
- Worked alongside client's IT team to install & activate POS hardware and network equipment onsite. Successfully launching 6 sites from January - April 2024.
- Led professional and thorough orientation sessions, training new client's to use their new POS system.
- Worked closely with general managers, and restaurant staff , answering questions and addressing various concerns during onboarding process.
- Created smooth onboarding processes to help new clients adjust to company policies, procedures and processes.
Level 1 Technical Support Supervisor
Mad Mobile
05.2022 - 12.2023
- Supervisor for the Houston Level 1 Technical Support team, overseeing a group responsible for delivering first-line client support via phone, email, and chat.
- Developed and maintained employee relationships and fostering a culture tailored for employee empowerment and growth
- Collaborated with internal teams to meet support expectations and resolve customer issues.
- Helped manage and update an internal knowledge base portal consisting of over 2,000 articles used company wide.
Level 1 Technical Support Representative
Mad Mobile
04.2016 - 02.2022
- Provided technical support for CAKE suite, including Point of Sale software and network management
- Trained new team members on CAKE products, remote tools, and troubleshooting techniques
- Documented customer interactions in detail, ensuring ownership of each case until resolution
- Remotely troubleshooted POS software and local area network connections for various restaurant clients
- Assisted support lead in handling internal inquiries from colleagues.
Customer Service Rep 1
Dish Network
07.2008 - 07.2011
- Provided customer support in inbound call environment for Dish.
- Managed anywhere from 50 - 70 calls daily incoming calls, escalated tickets, and met SLAs
- Assisted customer with billing issues, Dish technical problems, and general questions.
Education
High School Diploma -
Pearland High
Pearland, TX08-2008
Skills
- TCP/IP
- Troubleshooting skills
- Network documentation
- Traffic analysis
- LAN/WAN
- Desktop support
- Device configuration
- Network configuration
- Wireless Networking
- Hardware Installation
- Cisco Systems
Certification
- CCNA - Cisco Certified Network Associate
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Onsite Onboarding Specialist
Mad Mobile
01.2024 - 04.2024
Level 1 Technical Support Supervisor
Mad Mobile
05.2022 - 12.2023
Level 1 Technical Support Representative
Mad Mobile
04.2016 - 02.2022
Customer Service Rep 1
Dish Network
07.2008 - 07.2011
- CCNA - Cisco Certified Network Associate
High School Diploma -
Pearland High
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