Stephen Rambin

Experience

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  Side Job

  Jan 2006 - Dec 2021

  Computer/Phone Repair

  Computer/cell phone/tablet repair and restoral: Reimaging, Restoring to factory default, reinstalling operating systems, jailbreaking/rooting, replacing hard drives, memory sticks, other hardware, etc. Installing a home network using a router/hub/switch. Replacing cell phone screens, BIOS configuration, Setting up TVs, home theatre systems, removing viruses, spyware, malware, and much more….

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  US Support Company / Teleperformance

  Nov 2006 - Sept 2009

  Tech Support

  • Customer Service/Tech Support.• Assisted with DSL internet/PC issues.• Same as above (AT&T).• Extensive troubleshooting included logging into the DSL elements such as the DSLAM/Redback to resolve connectivity issues.

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  AT&T

  Sept 2009 - Sept 2016

  Customer assistant

  • Customer Service/Tech Support (call center)• Assisting with DSL internet/PC/IOS/Android – Phone/Tablet Support.• Assist customers with registration, email creation, DSL physical line signal testing, modem/filter set-up, assist customers with email, browser, and modem troubleshooting, interact with otherdepartments to resolve customer issues or provide additional services, adhere to schedules, follow process flows as trained, provide high-quality customer service, meet key metric performance objectives, update customer records, offer and sell additional services.• Other Duties/Side Projects: Mentoring -- Assisting with training new hires. Service Activations -- Correcting service issues/expediting service dates. Business Trained -- Taking business troubleshooting calls and configuration of multiple static IPs, configuring DVRs/camera systems.• Awards & Accomplishments: Perfect Attendance, Winner’s Circle, Top 10 Agent, Top 100% surveyed. Show less

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  CSRA Inc

  Sept 2016 - Feb 2020

  Help Desk Technical Support II

  • Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met.• Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.• Provides first contact and incident resolution to customers with application problems that includes both customer telephone support as well as electronically submitted requests• Provides polite and customer friendly service support for problem resolution• Attempts to resolve as many incidents during the first contact. Efficiently escalates incidents to higher Tier when required• Documents incident status and solutions in incident database tools• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capabilitySecret Clearance Obtained: 2017-07-19 DoD CAF Show less

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  General Dynamics Information Technology

  Sept 2016 - now

  • Cloud FinOps / Systems Analyst

    Apr 2022 - now

  • Business Process Analyst

    Aug 2021 - Apr 2022

  • Technical Writer I/Knowledge Analyst

    Feb 2020 - Aug 2021

  • System Support Specialist

    Sept 2016 - Feb 2020