SR

SANDRA RAMOS

ady3r2@r.postjobfree.com 806-***-**** Lubbock, Texas 79412

Capable and experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Comfortable working alone to successfully investigate and troubleshoot problems. Personable and dedicated Customer Service Representative with extensive experience in the technical support industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Technical Support

Complaint Resolution

User Support

Call Center Operations

Account Management

Appointment Scheduling

Customer Service

MS Office Proficiency

Technical Troubleshooting

AT&T Mobility, LLC Lubbock, TX

Advanced Technical Support Agent

08/2017 - 07/2023

Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.

Worked remotely using Telegence and Job Created Tools, independently adhering to employer's scheduling and performance metrics. Meticulously reported details regarding resolution of issues into database for use by other staff members.

Independently researched solutions using tools and resources provided by the employer, determining root causes and designing customized solutions for unique customer situations.

Used remote login tools to assist clients with technical and product questions.

NTS Communications Lubbock, TX

NCC Help Desk Technician

05/2010 - 07/2017

Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Maintained records, logs and lifecycle documentation of work requests. Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support. Maintained records of data communication transactions, problems and remedial actions or installation activities.

Dunbar Struggs High School East Side Of Lubbock

High School Diploma

05/1985

Vocational Office Education - I worked and went to school as part of a special program for students who were going to be working right after high school. I learned typing, 10 key, Word, and how to manage and add email accounts. I Summary

Skills

Experience

Education and Training

generally was in the class half of the day and the rest of the day, maintained a job for the reminder of the day.