Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ronnie Saeteune

Aurora,CO

Summary

My name is Ronnie Saeteune, I served 5 years in the Air Force from 2010-2015, which has helped me appreciate what true teamwork really is all about. I am a highly motivated individual with experience in customer service and technical support roles. I have worked as a Help Desk Technician in the past and also in a Customer Service role, with my most recent role being a hybrid of both. I am interested in the Customer Experience Associate role at Melio because I have a passion for helping customers, with my last 2 positions being customer service oriented.


I have also worked with multiple ticketing systems such as Zendesk and Service Now, and also multiple phone systems such as Ring Central and Talk Desk and would love the opportunity to add more value in any way I can to the Melio team.


Thank you for taking the time to review my resume, I look forward to any future conversations we might have.

Overview

14
14
years of professional experience

Work History

Vendor Escalation Specialist

Pax8
11.2021 - 07.2024
  • Escalate cases to vendors and assist Pax8 partners through the case lifecycle.
  • Collaborate with vendors and their contacts to drive continuous communications around updates and information that may affect the team.
  • Serve as the liaison between Microsoft engineers and our partners by regularly participating in screen shares and/or phone calls to troubleshoot issues.

Service Desk Admin II

Pax8
07.2020 - 11.2021
  • Handle escalated Service Desk issues (Critical Tickets/Pax8 top 50 customer tickets, etc.)
  • Provide admin support for Pax8 products
  • Monitor and manage ticket queues for myself and absent team members
  • Investigate and resolve Service Desk related issues, answer and resolve chats through the Service Now chat system

Service Desk Admin I

Pax8
07.2019 - 07.2020
  • Provide admin support for Pax8 products
  • Monitor and manage tickets
  • Investigate and resolve Service Desk related issues
  • Answer and resolve chats through the Service Now chat system

Technical Support Analyst

Trustile Doors
08.2018 - 07.2019
  • Assisted staff members with tier 1 technical support
  • Supported Windows operating systems and Microsoft Office applications
  • Escalated unresolved issues to appropriate level
  • Trained users in the proper use of hardware or software
  • Applied performance-tuning techniques.

Tech 1 Video Operations (Contractor)

Comcast
10.2017 - 08.2018
  • Ensuring media and metadata are free of error
  • Troubleshooting and escalating issues that occur within any content
  • Receive and process media and metadata from content providers.

Services Journeyman

United States Air Force
05.2010 - 05.2015
  • Record Keeping; Conducting physical training tests, and compiling data
  • Gym Attendant; Facility Maintenance and program scheduling
  • Assisted in physical training exercises and assisted customers with workout equipments.

Education

Bachelor of Science - General Information Technology

Colorado Technical University
Aurora, CO
12.2018

Skills

  • Adaptability
  • Problem Solving
  • Team Player
  • Collaboration
  • Customer Service
  • Phone and Chat skills

Timeline

Vendor Escalation Specialist

Pax8
11.2021 - 07.2024

Service Desk Admin II

Pax8
07.2020 - 11.2021

Service Desk Admin I

Pax8
07.2019 - 07.2020

Technical Support Analyst

Trustile Doors
08.2018 - 07.2019

Tech 1 Video Operations (Contractor)

Comcast
10.2017 - 08.2018

Services Journeyman

United States Air Force
05.2010 - 05.2015

Bachelor of Science - General Information Technology

Colorado Technical University
Ronnie Saeteune