Customer Service P C
Resume:
Brandon Ramage
Guthrie, OK *****
*******.***.******@*****.***
Although most of my professional background is in IT, in late 2022 I was offered a job at USAA if I could pass the property and casualty state test with only 10 days to study. I possess P&C licenses in all 50 states. I've been working for USAA in policy services. I was promoted twice in the first year and uptrained multiple times. I am already studying using examFX, Xcel online courses to get my health,life and accidental injuries licenses by by mid September2024. I will be an effective and valuable addition to your team. I learn fast and and I stay until the job is done because I know that people count on their insurance company in crucial times.
Aside from my work in insurance, I am still an IT professional. Highly motivated and productive in team environments as well as exceptionally performing on his own, excellent customer service abilities, and experience troubleshooting desktop and mobile operating systems and software. Employing strong leadership techniques to generate an accomplishment-driven workplace, resulting in employee loyalty, corporate success, and customer satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated and experienced IT professional with a history of meeting company goals utilizing consistent and organized practices. Proven to be skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand as well as customer experience. Coming from several successful contracts, including helpdesk roles, with over 5 years of experience in computer software/hardware as well as customer-facing roles. Excellent reputation for resolving problems and improving client satisfaction. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems, and deliver innovative improvement strategies. Proficient in Microsoft/windows applications and services.
Friendly Help Desk Technician with numerous years of quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communication even in stressful situations with clients and co-workers. Ready to leverage deep technical knowledge and satisfying personal interactions to provide superlative technical responses.
Talented Support Technician bringing nearly a decade of experience in virtual and physical environments. Knowledgeable about operations and repairs. Enthusiastic about helping clients, commercial and residential resolve any issue by providing top- notch support. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail, and a methodical approach.
Authorized to work in the US for any employer
Work Experience
Google Representative
Google/Premium retail services-Oklahoma City, OK
January 2022 to Present
Solely responsible for maintaining in-store inventory, product displays, for 52 stores in oklahoma, texas and kansas
Diagnosed & provided a path to resolving basic technical issues Reported/escalated issues through the appropriate channels Managed customer accounts and increased account base within the territory Effectively communicated (verbally & written) information with team members & customers alike Performed the tasks of gathering and recording customer information, making 100-150 prospecting phone calls.
Developed and maintained positive customer relations and coordinated with store managers to handle requests, requirements and questions properly.
Managed sales plan activities, promotions, and product launches, resulting in expanded revenues and branding.
Kept detailed records of inventories, completed sales, and customer information to enhance customer experiences.
Coached merchandising managers and store heads of staff on planogram deployment. Also, demonstrated product use and maintenance.
Traveled up to hundreds of miles per day to visit customer locations and major department stores. Established and optimized schedules to keep coverage and service in line with forecasted demands. Submitted reports to senior management to aid in business decision-making and planning. Connected with customers to assess satisfaction and resolve service issues. Attended Type of events to network among interested parties, generate leads, and improve customer acquisition. managed 52 stores across the state within timeframes to assist with resolving Product problems and customer complaints through
Action and Action.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
Kept detailed records of field measurements and data. Enacted successful repairs by applying technical skills and operations knowledge. Improved customer service ratings by resolving technical, on- site, and Type issues quickly and accurately.
Discovered and resolved issues that affected project outcomes. Managed quality control initiatives to eliminate downtime and increase revenue. Performed annual service visits and completed preventive maintenance on systems. Managed repair documentation for Type device troubleshooting. Diagnosed equipment malfunctions by analyzing technical data using Type applications. Investigated and corrected mechanical problems with machinery such as Type and Type. Instructed teams on Sharepoint inventory management system software and Type protocols. Installed new equipment and explained the operation and routine maintenance protocols to customers. Explained diagnostic findings to customers and outlined repair or service options. Applied knowledge of standard equipment and manufacturer repair guidelines. Demonstrated increased knowledge of company products and equipment. Assisted team members with Type equipment troubleshooting and diagnostics. Reviewed technical documentation to complete equipment maintenance and repair. Evaluated systems according to predetermined checklist and noted Efficiently troubleshot and repaired all google/nest products in stores to cut company costs and maximize productivity.
Documented all changes and actions in a computer-based tracking system. Serviced Type equipment for expedient repair and minimal downtime. Performed strategic planning, execution, and finalization of audits. Planned and executed audit phases and data input into Type software for analysis. Verified adherence to all internal operations for Client name. Performed a number of compliance audits per month for Client names. Prepared reports for templates and maintained a compliance database. Compiled general ledger entries on a short schedule with 100% accuracy. Collaborated with sales, marketing, and support teams to launch products on time and within budget. Coordinated project planning and execution with team members and team leads. Prioritized roadmap to achieve product goals and metrics. Reconciled inventory and customer orders regularly to monitor product availability. Set up displays and signage to attract customers and boost product or service sales. Recorded merchandise levels and frequently purchased products to reorder appropriate amounts. Communicated with store employees to maintain the conditions and appearance of the retail area. Visited customers to stock retail shelves and document inventory levels. Conducted market and competitive analysis to secure new customers. Computer Technician Specialist/Contractor
Field Nation-Oklahoma
January 2019 to Present
Configured, upgraded, and tested computer hardware Accurately inspected, diagnosed, and repaired computer hardware
(notebooks, tablets, desktops)
Assembling technical and non-technical components
Surveying and repairing cables and another wiring. A resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Used ticketing systems to manage and process support actions and requests. Submitted service tickets for equipment maintenance requests. Collaborated with supervisors to escalate and address customer inquiries or technical issues. Translated complex technical issues into digestible language for non-technical users. Conducted in-depth product and issue resolution research to address customer concerns. Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
Enacted successful repairs by applying technical skills and operations knowledge. Assessed operating conditions and adjusted settings to maximize performance and equipment longevity. Discovered and resolved issues that affected project outcomes. Managed repair documentation for Type device troubleshooting. Diagnosed equipment malfunctions by analyzing technical data using Type applications. Instructed teams on Sharepoint inventory management system software and Type protocols. Collaborated with Type manufacturer to manage complex equipment repairs. Inspected municipal and industrial facilities for adherence to environmental regulations. Investigated and corrected mechanical problems with machinery such as Type and Type. CSR 3
USAA-Remote
May 2022 to June 2024
Policy services representative and subject matter expert. Field Nation-Orem, UT
January 2020 to October 2021
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Installed, modified, and repaired software and hardware to resolve technical issues. Managed customers' expectations of support and technology functions to provide a positive user experience.
Provided Tier 1&2 IT support to non-technical internal users through desk-side support services. Performed functionality, security, and performance tests of different residential and commercial properties and devices.
Broke down and evaluated user problems, using test scripts, personal expertise, and gathered information.
Maintained a thorough understanding of the local area and wide area networking and components. Remotely identified and immediately resolved issues with wireless network devices. Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
Resolved customers' reported issues to satisfaction within 7 minutes on each call. Taking an average of 50-70 ticketed calls in a 10-hour shift. 5 days a week. Education
Associate's degree & Comptia, A++ in Computer Science, hardware & software
MYCC, OSU OKC - Oklahoma City, OK
2012 to 2018
Skills
• Technology Summary Systems: Windows 7/8/10, Mac OS X, iOS, DNS and DHCP, Network, Physical 1 and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System and Intrusion Detection System Hardware: Disassemble and Reassemble desktop PCs, RAM, Hard Drives, Motherboard, Network Interface Cards, and Processors Software: Microsoft Firewalls, identify and remove various types of Malware, Adobe Acrobat XI Professional, Scripting with Visual Basic, Classless IP Addressing Setup and configure computer hardware, software, systems, networks, printers, and scanners Diagnose, repair, prioritize, and display problem-solving skills when troubleshooting technical issues Virus and malware mitigation, cleaning infested computers, and implementation of Encryptions Cloud Platform Support to include: Microsoft Intune, Azure, Office 365, and Google Cloud Applications Install and implement wireless networks, and various topologies HTML5 Information Security
• Operating Systems DHCP LAN TCP/IP Active Directory Network Firewalls Linux DNS Customer service Software troubleshooting Technical support Help desk Microsoft Office Microsoft Excel VMWare Computer networking IT support Microsoft Word VPN Microsoft Windows Network Support VoIP WAN Disaster Recovery SQL Network Monitoring Virtual machine setup and maintenance
(10+ years) Desktop support Soldering 2 SharePoint Salesforce SAP Interpersonal Communication Skills Dependable and Cooperative Technique Optimization Microsoft Access Conflict Resolution Techniques Leadership Development Communications Strategies Operational Efficiency Eagerness to Learn New Technologies Strong Communication and Interpersonal Skills Team Support Performance Evaluation and Optimization Software Solutions Staff Management Requirements Specifications Programming Languages: Java, C#, .Net, Python Source and Version Control: Git, GitHub Client Requirements Software Testing and Validation Mission Critical Applications Customer Relationship Management Software Customizations Microsoft FrontPage Continuous Integration Systems Training Junior Team Members Team Member Development Manual Testing User Experience User Acceptance Testing (UAT) Backup Recovery Best Practices and Methodologies
• Communication skills
• Customer service
• Phone etiquette
• Data entry
• Analysis skills
• Remote Access Software
• Microsoft Windows Server
• Shell Scripting
• Oracle
• APIs
• Network Administration
Certifications and Licenses
CompTIA Security+
August 2019 to Present
First Aid Certification
January 2019 to Present
Driver's License
August 2021 to October 2024
Property & Casualty License
April 2022 to Present
I HAVE MY P&C LICENCES IN ALL 50 STATES. Active and up to date Assessments
Attention to detail — Proficient
May 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Scheduling — Completed
May 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Completed
Call center customer service — Proficient
October 2021
Demonstrating customer service skills in a call center setting Full results: Proficient
Technical support: Customer situations — Proficient April 2022
Responding to technical support situations with sensitivity Full results: Proficient
Sales skills — Proficient
December 2022
Influencing and negotiating with customers
Full results: Proficient
Technical support — Proficient
April 2022
Performing software, hardware, and network operations Full results: Proficient
Sales fit — Proficient
April 2023
Measures the traits that are important for success in sales positions Full results: Proficient
Work style: Reliability — Proficient
May 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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