Remote Service technician
Resume:
JOVAN RAEL
Remote Service Technician
CONTACT
PROFILE
*********@*****.***
Experienced professional with a strong background in customer service, communication, and technology. Proficient in Microsoft Applications, Epic, Windows, Azure, and Active Directory. Demonstrated ability to manage and delegate tasks, handle cash, and ensure compliance with policies. Eager to contribute to a team that is looking for a dedicated, hard working, and responsible person like myself.
SKILLS
EXPERIENCE
Cash Handling
Service Desk
Phone Etiquette
Technical Support
Remote Service Desk
Teamwork
Customer Service
Typing at 55 wpm
Microsoft Word
Microsoft PowerPoint
Microsoft Teams
Microsoft Outlook
Microsoft Word
Microsoft Excel
SharePoint Experience
Computer Skills
Communication
Creativity
Detail Oriented
Remote Service Technician, National Seating and Mobility
2022-Present
●I handle a minimum of 20 calls per day, ensuring efficient and accurate work orders, demonstrating strong organizational skills and attention to detail.
●Provide excellent customer service, consistently meeting and exceeding client expectations in high customer service satisfaction rates.
●Maintain precise and accurate documentation, ensuring all client interactions and work orders were efficiently processed and recorded.
Service Desk Analyst Tier 1, Unity BPO
2021-2025
●Provide excellent customer service to patients and providers, ensuring timely resolution of issues and creating tickets for every call, reducing system downtime.
●Troubleshooting and resolving technical issues related to Epic Systems, Microsoft Products, Azure, Windows, and Active Directory. I am also knowledgeable about ticketing systems mainly SNOW (Service Now), and other ticketing systems as well.
●Troubleshooting hardware and software issues within desktops and peripherals. Mapping Printers, Setting up printers, scanners and other related items.
●Troubleshooting and knowledgeable about microsoft products i.e. MS Word, MS Power Point, MS Excel, M365.
●Providing efficient and quality customer service while looking up articles in Knowledge Bases to properly follow and resolve problems.
●Demonstrate strong organizational skills by managing multiple tasks simultaneously and ensuring accurate documentation of all support activities.
Remote Service Technician/ After Hours Lead Remote Technician, Numotion
2018-2022
●Diagnosed and repaired customer wheelchairs remotely using Live Lens, ensuring accurate part replacements and high customer service satisfaction.
●Led a team of 4, averaging 25-40 calls daily
●Responsible for delegating tasks to the technicians and ensure the team responds to all voicemails, callbacks and chat requests.
●As a lead, I did have 1 on 1 conversations with co-workers about coaching and missed opportunities, as well as successes and goals being met.
●Created orders, contacted manufacturers for quote, and attached evaluation pictures, ensuring precise documentation and timely resolution.
DME Driver/Technician, HME Specialists
2017-2018
●Ensured efficient delivery and installation of durable medical equipment across New Mexico.
●Educated clients on proper use of medical equipment including the following: Walkers, hospital beds, oxygen concentrators, and wheelchairs, ensuring proper installation and usage for client from infants to hospice patients.
Shift Supervisor, Starbucks (Corporate Store)
2015-2017
●Ensured compliance with QASA standards for food and beverage quality and cleanliness.
●Managed and deployed a team of 8-10 employees, ensuring maximum customer service and product quality
●Handled and managed cash deposits, ensuring accurate financial records
Supervisor, Starbucks (University of New Mexico Licensed Store)
2014-2015
●Ensured excellent customer service by leading a team.
●Managed cash handling, including counting, dropping, and depositing money and ensuring accurate financial records.
●Maintained store inventory by ordering products and disposing of expired items, ensuring the store was fully stocked.
EDUCATION
University of New Mexico
2024-2025
Completion of Japanese II course
Central New Mexico Community College
2014-2016
3.0 GPA
Completed – 15 Credit Hours
Including Prerequisites for Business Administration, Accounting and Information Technology.
Albuquerque High School
2010-2014
Graduated and received Diploma.
Contact this candidate