Customer Service Software
Resume:
Jose Luis Ramirez-Coronel
Longmont, CO 80501
**********@*****.***
OBJECTIVE: Position in the Computer Technology Field where I can be involved and grow with a company that will allow
me to explore my interest in Computers and Technology.
EDUCATION:
Front Range Community College August 2011-Present
Computer Information Systems. With a concentration degree in Network Administration/ Computer Wide Area Networks
A+ Certification in Progress
N+ Certification in Progress...
Latis Career College
Los Angeles, CA February 2004
Certificate in Computer Repair and Networking
Technology Institute, San Juan Del Rio Feb 1994 - June 1997
Queretaro, Mexico
College Coursework in Computer Information Systems
WORK EXPERIENCE:
CTG : Help Desk Support November 2012 to March 2013
Boulder CO.
• PRINCIPAL RESPONSIBILITIES: Interface with customer via inbound and outbound calls/Remote Desktop for the
purpose of resolving and providing Tier 1 Help Desk Support for routine problems with user PC Desktop and
Laptops products, programs and applications for the United States Department of Agriculture (USDA), in IBM in
Boulder Co.
• Receiving incoming calls from customers, creating incident record or update existing records.
• Utilizing call tracking tool used to tract problems and generate metric reporting.
• Validate customer information; name, phone, ID number, utilizing the Ticket Management System RighNow
• Analyze and resolve routine customer problems as first contact within set criteria.
• Meet account requirements for first call resolution rate.
• Timely escalation of problems that can’t be resolved to qualified representative
• Knowledge interacting with network services, software systems engineering, and/or applications development to
restore service and/or identify and correct core problem.
KELLY Services: Assembly/Production. January 2012 - July 2012
Boulder, CO.
• PRINCIPAL RESPONSIBILITIES: Responsible for hands-on assembling of electrical and mechanical sub- and
final assemblies of Medical Devices for Covidien company
• Inspecting and packing properly the Medical Devices ready for disinfect the product and leave it ready for
shipping.
Convergys and G&A Partners: Cust. Serv. & Problem Res. Representative. July 2010 –December 2011
Denver, CO
PRINCIPAL DUTIES AND RESPONSIBILITIES:
• Interface with customer via inbound calls for the purpose of resolving routine problems with products or
services from United States Postal Service (USPS).
• Great customer service in a courteous, friendly, and professional manner using agree upon procedures.
• Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet
customer requirements trough first contact resolution. Confirm customer understanding of the resolution and
provide additional customer education as needed.
• Prepare complete and accurate work and update customer file, communicate effectively with individuals/team in
the program to ensure high quality and timely of customer request.
• Effectively transfer misdirected customer request to an appropriate party. Participate in activities design to
improve customer satisfaction and business performance.
Select Office Solutions Field Service Technician April 2006-July 2008
Los Angeles, CA
• General duties include maintaining, troubleshooting, and upgrading copy machines as well as educating clients on
how to maintain and use copy machines.
• Attending preventive maintenance calls and service calls at customer locations.
• Accurately diagnosing, repairing and maintaining copiers, printers, scanners and accessories according to
manufacture specification.
• Maintaining systems and products by responding to problems; conducting tests, diagnosing problems, completing
repairs.
• Updating software and firmware.
• Determining causes of hardware of software failure by attempting to operate system, observing functionality, and
conducting diagnostic tests using software-or hardware-based tools and researching engineering and service
manuals.
HQ Computation PC Technician December 2005
Veracruz, Mexico
• Responsibilities include computer and printer repair, assembly, configuration, installation of operating systems,
software and hardware. Also include corrective maintenance and prevention in shop and client location.
Computer Knowledge
• PC Diagnostics, computer disassembly/reassembly, Windows XP, Windows Vista, Windows 7, Windows 8 and
computer configuration, operating systems, troubleshooting software and hardware.
• Microsoft Office products; Word, Excel, Access and Outlook, 2003, 2007, 2010. Microsoft Communicator/Lync
• Intermediate Proficiency Troubleshooting Adobe Reader, Photoshop, Illustrator
• IBM Lotus Notes Domino; Installation, Configuration and troubleshooting
• Experience troubleshooting remotely through Microsoft Communicator/Lync and Tivoli
• Basic understanding and troubleshooting of network switching, TC/IP addressing.
• Troubleshooting VPN, Cisco System, McAfee Encryption, ID Password Reset
• Intermediate Proficiency Troubleshooting Oracle
• MS Active Directory.
• VMWare.
Personal attributes:
• Hardworking, responsible and punctual
• Experienced in working with various types of people
• Patient and able to deal with difficult people and situation
• Ability to provide answers to non-technical customer questions and implement process improvements.
• Strong customer service skills with ability to balance technical support
• Able to learn quickly something new
Languages:
• Spanish as a first language: college-level literacy.
• High level fluently of speaking, reading and writing ability in English
REFERENCES: Excellent references available upon request.
Contact this candidate