Management Technical Support

Location:

Posted:

May 12, 2011

M ARIA (GRACE) RAMOS

********.*****@*****.***

EDUCAT ION

Certificate: Computer Applications with Social Media, Allan Hancock College (June 2011)

Associates in Ar ts: Allan Hancock College, Santa Maria, CA

Diploma: Lompoc High School, Lompoc, CA

EMPLOYMENT H ISTORY

La Pu r isima Concepcion Church, Lompoc, CA (Volunteer)

Receptionist. A nswer phones, maintain parishioner data, assisted in creating weekly

bulletin, t ranslated information (English/Spanish) as needed, sold religious i tems, received

payments and made change, created appointments for different staff members, and directed

office t raffic.

U PS Teleservices, Santa Maria, CA (01/00 - 07/10)

Go-To-Assist Technician. I n ternal Technical support for UPS provided shipping systems.

Accessed customer’s computer remotely via the web to resolve any problems with

i mport/export files and reinstalled UPS Shipping software if necessary.

Mentor Lead. M atched new hires to mentors according to personality compatibility and

scheduling. Assisted in creating and updating the UPS mentor packets for the New H ire

O rientations.

M entor. Worked individually with new hire employees after initial t raining. Assisted them

w ith familiarizing themselves with their workspace. Informed them of the resources

required to perform daily duties.

T eam Assistant. Assisted team members one-on-one or in small groups in different work

management tasks. These tasks included call management, time management and call

quality. Created and presented reports and provided suggested resolutions to take.

Commit tee representation for: Safety commit tee and Employee Relations and Incentives

Commit tee (ERI). My primary responsibility was to bring any questions team members

had and communicate them with the administrating staff.

F i rst Level Technical Support. A nswered user inquir ies regarding UPS Shipping

software; Office, OnlinePro, TeleShip, WorldShip and UPS.com. Provided support for UPS

Shipping hardware operations and resolved shipping problems within the programs.

I nstalled software and performed repairs to hardware, following the designs or installation

specifications. Maintained daily records of data communication and installation activities.

Conferred with staff, users, and the management staff to establish requirements for new

systems and modifications.