Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Mark Ramirez

Warner Robins

Summary

Professional with solid experience in providing technical support and resolving IT issues. Adept at troubleshooting, network management, and software installation. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability in dynamic environments. Skilled in customer service, communication, and problem-solving, bringing both technical expertise and proactive approach to every challenge.

Overview

13
13
years of professional experience

Work History

Restaurant Shift Manager

Props Steakhouse and Seafood
10.2023 - Current
  • Addressed customer concerns, complaints and questions, resulting in outstanding customer service ratings.
  • Excelled in every store position and regularly backed up front-line staff.
  • Assigned tasks to employees and oversaw opening and closing of restaurant.
  • Oversaw cash handling procedures, maintaining accurate records and minimizing discrepancies in daily financial reports.
  • Trained new hires on company policies, procedures, and customer service expectations, contributing to a well-prepared workforce.
  • Trained restaurant employees to prepare food, operate cash registers and keep restaurant clean throughout shift.
  • Cross-trained crew members on different duties to increase coverage.

Help Desk Support Specialist

Summit Innovations
03.2021 - 09.2023
  • Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
  • Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
  • Ensured compliance with company policies regarding data security during interactions with customers.
  • Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
  • Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.

Customer Support Team Lead

Planet Fitness Gym
02.2019 - 03.2021
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Streamlined support processes for improved efficiency and reduced response times.
  • Provided regular feedback to team members on their performance, fostering growth and development opportunities.
  • Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
  • Mentored new hires for seamless integration into the customer support team.
  • Championed a positive work environment that encouraged employee motivation, engagement, and retention.

Human Intelligence Collector

07.2012 - 03.2015
  • Enhanced intelligence collection by conducting thorough interviews and interrogations with various sources.
  • Administered effective source operations management procedures, ensuring the proper handling and documentation of sensitive information.
  • Supported decision-making processes by providing timely and accurate intelligence to commanders and staff members.
  • Leveraged cultural knowledge to build trust with local populations, facilitating more effective engagement during intelligence collection efforts.
  • Maintained open lines of communication between all elements involved in the collection process, ensuring efficient coordination and execution of tasks as required.
  • Verified visitor security clearances and eligibility for access into SCIFs.

Education

Associate of Arts - Information Technology

University of Phoenix
Tempe, AZ
07-2021

Skills

  • Customer complaint resolution
  • Complaint handling
  • Promotions execution
  • Customer service
  • Problem-solving
  • Critical thinking
  • Relationship building
  • Reliable and responsible
  • Customer satisfaction
  • Teamwork and collaboration
  • Excellent communication
  • Time management

Accomplishments

  • Recipient of individual and departmental awards for providing stellar client service.
  • Participated in various incentive programs and contests designed to support achievement of production goals.

Timeline

Restaurant Shift Manager

Props Steakhouse and Seafood
10.2023 - Current

Help Desk Support Specialist

Summit Innovations
03.2021 - 09.2023

Customer Support Team Lead

Planet Fitness Gym
02.2019 - 03.2021

Human Intelligence Collector

07.2012 - 03.2015

Associate of Arts - Information Technology

University of Phoenix

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Mark Ramirez