Liam Ruiz
Cayey
Summary
Detail-oriented Technical Support Representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Network Support Technician
Neptuno Networks
11.2020 - 03.2021
- Configured, managed and troubleshot VOIP distributed systems and platforms.
- Monitored network capacity and performance, as well as diagnosed and resolved complex network problems.
- Performed troubleshooting for Cisco and packet analysis.
- Drafted post-mortem documentation analyzing instances of network system failures, including required repair and restoration efforts.
- Managed over 25 calls per day
- Supported users both local and by phone with problem resolution and education.
Technical Support Representative
Claro PRTC
03.2019 - 11.2020
- Assisted customers with product selection based on stated needs, proposed use and budget
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Managed over 30 customers per day.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Identified and solved technical issues using variety of tactics.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Quality Control Inspector
Sullivan Land Services Ltd
04.2018 - 12.2018
- Performed initial, quality control and final inspections.
- Performed more than 12 full home inspections per day.
- Verified repairs were on par with OSHA requirements.
IT Specialist
Motorambar
04.2021 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Patched software and installed new versions to eliminate security problems and protect data.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Quality Assurance
San Diego Project Management, PSC
11.2017 - 04.2018
- Performed initial inspections with members of U.S. Corp of Engineers.
- Resolved structural problems, improved operations and provided exceptional client support.
- Inspected more than 30 houses per day.
Help Center Telephone Support
Atento Puerto Rico, Inc.
11.2016 - 01.2017
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Received more than 25 calls per day including local and international calls.
Education
Associate of Science - Information Technology
Huertas College
Caguas, PR2016
High School Diploma -
Colegio La Merced
Cayey, PR2014
Skills
- Troubleshooting Technical Issues
- Staff education and training
- Good listening skills
- Technical Support
- Exceptional Telephone Etiquette
- Stocking and replenishing
- Network configuration
- Network Support
- Help Desk Support
- Troubleshooting
- Technical Issue Analysis
- Technical Reporting
Certification
NSE 1 Network Security Associate
Home Network Installer
Customer Service Protocols
Computer Security Technician (risk analysis)
Timeline
IT Specialist
Motorambar
04.2021 - Current
Network Support Technician
Neptuno Networks
11.2020 - 03.2021
Technical Support Representative
Claro PRTC
03.2019 - 11.2020
Quality Control Inspector
Sullivan Land Services Ltd
04.2018 - 12.2018
Quality Assurance
San Diego Project Management, PSC
11.2017 - 04.2018
Help Center Telephone Support
Atento Puerto Rico, Inc.
11.2016 - 01.2017
Associate of Science - Information Technology
Huertas College
High School Diploma -
Colegio La Merced
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