Summary
Overview
Work History
Education
Skills
Languages
Timeline
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RAMON BAEZ

JACKSONVILLE

Summary

Highly motivated and detail-oriented professional with extensive experience in customer support, technical troubleshooting, and team collaboration. Proven ability to resolve complex technical issues related to software, computer systems, and company products, ensuring optimal functionality and customer satisfaction. Strong communicator with the ability to clearly convey technical concepts to non-technical customers. Demonstrated leadership skills in guiding and mentoring new team members, fostering a collaborative and efficient work environment. Proficient in utilizing the Microsoft Suite and task automation tools to streamline processes and enhance productivity. Committed to continuous learning and delivering exceptional service in fast-paced environments.

Overview

6
6
years of professional experience

Work History

Technical Support Specialist I & II

DoorBird
11.2022 - Current
  • Responded to support requests from end-users and partners via phone and email, providing clear guidance through both basic and complex troubleshooting.
  • Managed customer tickets and complex issues, ensuring timely and successful resolution.
  • Handled Return Merchandise Authorization (RMA) requests and coordinated replacement shipments for defective products.
  • Collaborated with the sales team on pre-sales support, answering product inquiries, and representing the company at webinars and trade shows.
  • Configured and set up hardware, devices, and software for new employees, including workstations and company phones.
  • Provided on-site and remote IT support to employees, ensuring smooth daily operations.
  • Mobile App Support: Provide user-facing support for our mobile app, addressing issues and inquiries related to functionality, troubleshooting, and programming.


Seasonal Sales Advisor

Best Buy
10.2021 - 02.2022
  • Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs.
  • Provided exceptional customer service by assisting customers with product selection, troubleshooting, and answering technical questions, ensuring a positive shopping experience.
  • Processed sales transactions efficiently using POS systems, accurately handling cash, credit, and return transactions, while maintaining compliance with store policies.
  • Managed product displays and inventory to ensure stock levels were maintained, products were properly showcased, and shelves were organized and accessible to customers.
  • Collaborated with team members to meet and exceed daily sales targets, participated in product knowledge training sessions, and helped drive promotions and seasonal sales initiatives.

Game Advisor

GameStop
12.2018 - 10.2021
  • Advised customers on product selections by recommending top-rated games, consoles, and accessories, and keeping them informed about ongoing sales promotions to enhance the shopping experience.
  • Drove sales performance by upselling memberships, extended warranties, and store specials, consistently meeting or exceeding sales targets and boosting store revenue.
  • Processed trade-ins efficiently, assessing the value of pre-owned merchandise, and ensuring a smooth transaction process for customers while maintaining accurate inventory records.
  • Answered customer inquiries professionally over the phone, providing information on product availability, store promotions, and troubleshooting, ensuring timely and helpful responses.
  • Organized and labeled merchandise by placing price tags and descriptive signs on displays, backdrops, and shelves, contributing to a neat and customer-friendly store environment.

Education

Bachelor of Science - Information Technology Management

Florida State College At Jacksonville
Jacksonville, FL
05-2024

Associate of Arts - undefined

Florida State College at Jacksonville
Jacksonville, FL
05.2021

Skills

  • Technical Troubleshooting: Skilled in diagnosing and resolving technical issues related to company products and processes, offering efficient solutions to ensure minimal downtime and customer satisfaction
  • Team Collaboration: Works well within a team environment, contributing to shared sales goals, customer satisfaction, and store operations
  • Effective Communication: Strong ability to communicate clearly and effectively with both customers and co-workers, demonstrating empathy, professionalism, and active listening to resolve issues and enhance the customer experience
  • Technical Troubleshooting: Skilled in diagnosing and resolving technical issues related to company products, computer systems, and software, offering efficient solutions to minimize downtime and ensure customer satisfaction
  • Team Collaboration: Works well within a team environment, contributing to shared sales goals, customer satisfaction, and store operations, fostering a positive and productive workplace
  • Effective Communication: Strong ability to communicate clearly and effectively with both customers and co-workers, demonstrating empathy, professionalism, and active listening to resolve issues and enhance the customer experience
  • Leadership: Demonstrates the ability to lead and motivate new co-workers, providing guidance and support to help them integrate into the team, meet goals, and contribute to smooth operations
  • Networking & Software Troubleshooting: Proficient in diagnosing networking issues and troubleshooting software-related problems, ensuring operational efficiency and customer satisfaction
  • Proficiency with Microsoft Suite & Task Automation: Advanced knowledge of Microsoft Word, Excel, and Outlook; skilled in using automation tools to streamline tasks and improve productivity

Languages

Spanish
English

Timeline

Technical Support Specialist I & II

DoorBird
11.2022 - Current

Seasonal Sales Advisor

Best Buy
10.2021 - 02.2022

Game Advisor

GameStop
12.2018 - 10.2021

Associate of Arts - undefined

Florida State College at Jacksonville

Bachelor of Science - Information Technology Management

Florida State College At Jacksonville

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RAMON BAEZ