Randy Michel
Miramar,FL
Summary
Dynamic Technical Support Representative with a proven track record at Ionos Inc., resolving over 500 technical tickets monthly. Demonstrated expertise in customer service and effective communication, while implementing automated solutions that reduced resolution time. A proactive self-starter, I contributed to a 25% increase in team efficiency through collaborative teamwork and training initiatives.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Ionos Inc.
08.2023 - 12.2024
- Resolved over 500 technical tickets monthly by diagnosing and troubleshooting client issues with enterprise application software, achieving a customer satisfaction using advanced CRM and ticketing systems
- Implementing automated solutions, leading to a reduction in resolution time for client issues with enterprise application software, while utilizing CRM platforms to maintain detailed incident reports
- Trained by other representatives, helped increase their issue resolution efficiency by 25% and contributing to overall team performance improvements in handling enterprise application software support requests
Fulfillment Center Warehouse Associate
Amazon
Hialeah, United States
05.2021 - 08.2023
- Managed order picking, fulfillment, inventory, and asset tracking processes
- Developed a better understanding of the company's product offerings
- Push utility carts up to 60 pounds Stand, walk, push, pull, squat, bend, and reach during shifts
- Was a part of a small team of people, including a supervisor and associates, to effectively manage a warehouse operation
- Adhering to store inventory control procedures and finished more than 300 orders each shift
Education
Information Technology Associate of Science (AS) - Minor in Cybersecurity
Broward College
Davie, FL01.2026
High School Diploma - Minor in Computer Engineering
Everglades High School
Miramar, FL01.2017
Skills
- Adept at Prioritizing Responsibilities
- Flexible Problem Solving
- Proactive Self-Starter
- Collaborative Teamwork
- Telecom Systems Knowledge
- Articulate Verbal Proficiency
- Engaged Listening
- Customer Service Expertise
- Knowledge of Support Tools
- Familiarity with Techniques
- Proficient in Operating Systems
- Understanding of network systems
Certification
- CompTIA Network+ Certificate, CompTIA, 2025, Certified in implementing network hardening techniques. Manage, configure, and troubleshoot network infrastructure.
- CompTIA A+ Certificate, CompTIA, 2025, Certified in mobile devices, hardware, virtualization and cloud computing, operating systems, security, software and operational procedures.
- CompTIA ITF+ Certificate, CompTIA, 2022, Certified in basics of computing, IT infrastructure, software development and database use.
Timeline
Technical Support Representative
Ionos Inc.
08.2023 - 12.2024
Fulfillment Center Warehouse Associate
Amazon
05.2021 - 08.2023
Information Technology Associate of Science (AS) - Minor in Cybersecurity
Broward College
High School Diploma - Minor in Computer Engineering
Everglades High School
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