Ramses Poitier
Summary
Results-driven Technical Support Engineer with a proven track record at SunPower Corporation, enhancing system security and reducing incidents by 20%. Expert in troubleshooting and customer service excellence, skilled in TCP/IP networking and process improvement, delivering impactful solutions that elevate user experience and compliance standards.
Overview
11
11
years of professional experience
Work History
Technical Support Engineer
SunPower Corporation
01.2022 - 01.2024
- Delivered remote and on-site support to Solar Technicians, diagnosing and resolving issues in residential photovoltaic systems.
- Conducted daily system diagnostics to identify and mitigate security threats, reducing incidents by 20%.
- Collaborated with project teams to ensure compliance with state and utility company regulations on AC/DC system measurements and installations.
Technical Support Specialist
Consumer Cellular
01.2020 - 01.2022
- Conducted troubleshooting to escalated technical issues, supporting both IOS and Android devices.
- Successfully provided white glove service to customers during activation process.
- Educated proactively on device maintenance and addressed vulnerabilities in mobile devices.
Retention Data Analyst
Lexington Law
01.2017 - 01.2019
- Developed audit processes to ensure the security of customer credit data.
- Analyzed credit reports and implemented strategies that reduced customer debt by 30% and increased credit limits by 25%.
- Collaborated with credit bureaus to negotiate debt resolutions, resulting in a 40% reduction in outstanding debts.
Technical Support Specialist
FedEx Office / Revana
01.2016 - 01.2017
- Provided technical support for FedEx Office printing and shipping systems, diagnosing hardware and software issues.
- Developed knowledge base articles to improve self-service options for customers.
Technical Support Specialist
Asurion
01.2013 - 01.2015
- Handled escalated mobile device hardware and software issues for Verizon customers.
- Enhanced customer experience by providing troubleshooting guidance and ensuring data security through audit measures.
Education
Technical Support Specialist Certification -
Gateway Community College
Glendale, AZ01.2022
High School Diploma -
Cortez High School
Phoenix, AZ01.2004
Skills
- Application Management
- Technical Support and Troubleshooting
- TCP/IP Networking
- Virtualization and Cloud Solutions
- Security and Compliance
- OS Management (Windows, iOS, Android)
- Documentation and Knowledge Base Creation
- Data analysis
- Customer Service Excellence
- Software and Firmware Maintenance
- Hardware Diagnostics and Repair
- SLA Management
- Team Leadership and Supervision
- Process Improvement
- Risk and Vulnerability Management
- Audit and Compliance Procedures
- Incident resolution
- Remote Support Assistance
- System Monitoring and Diagnostics
- Root Cause Analysis
References
References available upon request.
Timeline
Technical Support Engineer
SunPower Corporation
01.2022 - 01.2024
Technical Support Specialist
Consumer Cellular
01.2020 - 01.2022
Retention Data Analyst
Lexington Law
01.2017 - 01.2019
Technical Support Specialist
FedEx Office / Revana
01.2016 - 01.2017
Technical Support Specialist
Asurion
01.2013 - 01.2015
Technical Support Specialist Certification -
Gateway Community College
High School Diploma -
Cortez High School
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