Overview
Work History
Education
Skills
Timeline
Generic

SHONACI RATLIFF

JACKSON,Mississippi

Overview

6
6
years of professional experience

Work History

Tech 1 Agent

Spectraforce Technologies Inc.
01.2025 - Current
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Spread out articles or materials and examined for holes, tears and other defects.
  • Demonstrated to customers proper methods for operating equipment after it had been installed.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Tested systems, noting issues and completing preventive maintenance.

Technical Call Center Specialist(remote)

SGS Consulting/ CVS Health
03.2023 - 06.2024
  • Identified and resolved issues using software and hardware
  • Set up equipment for employee use, ensuring proper installation of cables, operating systems and appropriate.
  • Read technical manuals and conducted computer diagnostics to investigate and resolve problems
  • Managed system performance by monitoring operations and correcting routine issues

Technical Support Agent(remote)

Cox
05.2021 - 02.2023
  • Accommodated wide-ranging customer experience levels by adjusting technical specifications.
  • Diagnosed and resolved technical hardware and software issues
  • Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.
  • Repaired malfunctioning components such as motherboards, hard drives.

Roadside Assistance Technician(remote)

Agero
09.2020 - 04.2021
  • Relayed work orders, messages and information to or from work crews, supervisors and field inspectors, using telephones or two-way radios
  • Tracked field unit status to coordinate smooth schedule
  • Managed and prioritized calls to define urgency and importance.

Administrative Assistant

Hinds Community College
09.2019 - 08.2020
  • Completed accurate and timely updates to databases and spreadsheets
  • Maintained accurate, compliant accounts, inputting new transactions each day
  • Scanned journal entries
  • Worked a-lot in excel and word.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.

Education

Associate Of Arts - Technical And Scientific Communication

Hinds Community College
Raymond, MS
07.2021

Skills

  • Account updating
  • Information protection
  • Task prioritization
  • And troubleshooting skills to resolve issues and identify root causes Strong record of
  • Success in resolving customer concerns with first call Works great via phone or email
  • To offer remote support
  • Hardware Diagnostics
  • Technical Support
  • Customer Service

Timeline

Tech 1 Agent

Spectraforce Technologies Inc.
01.2025 - Current

Technical Call Center Specialist(remote)

SGS Consulting/ CVS Health
03.2023 - 06.2024

Technical Support Agent(remote)

Cox
05.2021 - 02.2023

Roadside Assistance Technician(remote)

Agero
09.2020 - 04.2021

Administrative Assistant

Hinds Community College
09.2019 - 08.2020

Associate Of Arts - Technical And Scientific Communication

Hinds Community College

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