Alonso Ramirez
@alonsoramirez
Customer support specialist with strong technical troubleshooting and AI-focused interests.
Dominican RepublicWhat I'm looking for
I am a customer support specialist with extensive remote experience supporting large retail, telecom, and healthcare clients. I consistently achieved high performance metrics, including sustained top-performer recognition, low average handle times, and strong QA and CSAT scores.
I bring hands-on technical skills installing and maintaining payment terminals, printers, scanners, cash registers, and mobile devices, and I served as a Mobile Device SME while diagnosing network issues and escalating when needed. I have experience with Zendesk, ServiceNow, Microsoft Azure, Intune, and Office.
My background includes coaching and training new team members, influencing process improvements from real-case feedback, and escalating platform issues to development teams. I have supported clients such as Hibbett Sports, Verizon, SimonMed, Barnes & Noble, and Spirit.
I am committed to continuous learning, with recent coursework in generative AI and AI foundations, plus interests in AI tools and investing. I am bilingual (native Spanish, full English proficiency) and focused on roles that combine technical troubleshooting, customer success, and opportunities to apply AI knowledge.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Team International
Jan 2023 - Present (3 years)
Provided help desk and IT support for Hibbett Sports as a subcontractor, maintaining AHT under 4 minutes and achieving top performer 90% of the year while resolving device and account issues and training new hires.
Customer Support
NewTech
Apr 2022 - May 2024 (2 years 1 month)
Provided customer support for Verizon as a subcontractor, resolving account login issues, reporting platform glitches to developers, and onboarding team members.
Patient Care Specialist
Contact Center Dominicana
Nov 2021 - Apr 2022 (5 months)
Scheduled medical imaging appointments and maintained KPIs (CSAT >85%, QA >90%), handled records and results delivery, and educated patients on procedures and insurance copays.
Customer Support Representative
ModSquad
Dec 2021 - Mar 2022 (3 months)
Supported Barnes & Noble customers with platform login issues, purchase verification, and refunds, focusing on resolving account and content problems for students and educators.
Customer Service Agent
OutPLEX
Feb 2021 - Jun 2021 (4 months)
Delivered chat support for Spirit Airlines, meeting KPI targets, upselling ancillary services, handling bookings, refunds, missing bag reports, and account issues.
Technician
Servicios Informaticos Azuanos
May 2017 - Apr 2018 (11 months)
Repaired and maintained customer computers and devices and installed video surveillance systems for local businesses.
Cashier
Repuestos El Tunel
Nov 2015 - Feb 2016 (3 months)
Handled payments and sales of motorcycle parts, educated customers on warranty and compatibility, and maintained shop organization.
Education
Degrees, certifications, and relevant coursework
AbacusExchange
Course Certificate, Stock Market Investment
2023 - 2024
Completed Stock Market Investment Education with AbacusExchange from November 2023 to January 2024.
DEDeepLearning.AI
Course Certificates, Artificial Intelligence
2024 - 2024
Completed AI For Everyone and Generative AI for Everyone courses through DeepLearning.AI in 2024.
TATechnological Institute of the Americas
Studies in Software Development, Software Development
2018 - 2021
Completed studies in software development at the Technological Institute of the Americas between 2018 and 2021.
Foundation Carlos Slim
Course Certificate, Electronic Technology
Completed an Electronic Technician course through Foundation Carlos Slim in October 2017.
Colegio Adventista "Las Américas"
High School Diploma, High School
Grade: GPA equivalent of 4.0
Graduated high school with high honors and a GPA equivalent of 4.0 in June 2017.
NINational Institute of Technical Professional Training (INFOTEP)
Technical Certificate, Computer Technician and Network Administration
Completed a Computer Technician and Network Administrator program at INFOTEP in 2014.
Tech stack
Software and tools used professionally
Availability
Location
Dominican RepublicAuthorized to work in
Salary expectations
Social media
Job categories
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