CAConrad Ambe
@conradambe
Customer service and help desk specialist with 10+ years resolving technical issues and boosting satisfaction.
United StatesWhat I'm looking for
I am a remote customer service and help desk specialist with over 10 years of experience delivering technical support and high customer satisfaction. I have a proven track record resolving a high percentage of issues on first contact and improving team performance.
In my most recent role as Service Desk Specialist I, I achieved an 85% first-call resolution rate, reduced ticket escalations by 60%, and improved customer satisfaction scores by 15% while supporting a team of five.
Earlier roles include desktop support, shift supervision with technical responsibilities, and online customer service where I regularly managed Level 1 tickets and daily user issues using platforms such as ServiceNow and ConnectWise.
I bring strong problem diagnosis, remote access, and communication skills, plus hands-on familiarity with Active Directory, Office 365, Freshdesk, Jira and multiple OS platforms. I am motivated to join a remote support team where I can continue reducing downtime and elevating customer experience.
Experience
Work history, roles, and key accomplishments
Service Desk Specialist I
Insight
Dec 2022 - Dec 2025 (3 years)
Achieved an 85% first-call resolution rate and reduced Level 1→Level 2 escalations by 60%, improving customer satisfaction by 15% while supporting a team of five service representatives.
Desktop Support Associate
Direct Home Medical
May 2015 - Nov 2022 (7 years 6 months)
Installed, configured, and maintained pharmacy computer systems and troubleshot hardware/software issues for 50+ users daily, reducing downtime by 20%.
Shift Supervisor / Computer Technician
CVS Pharmacy
Apr 2010 - May 2015 (5 years 1 month)
Managed a team of 8, maintained pharmacy computer systems, and contributed to a 30% sales increase while sustaining customer satisfaction above 90%.
Online Customer Service Rep
Walmart.com
Jan 2008 - Apr 2010 (2 years 3 months)
Resolved 80% of Level 1 tickets independently and investigated 20+ user issues daily via ServiceNow, improving operational efficiency and response times.
UNSurvival Equipment Specialist
United States Navy
Oct 2005 - Oct 2007 (2 years)
Oversaw inspection and repair of 200+ survival equipment items and trained 10+ personnel, increasing unit productivity by 20% through improved equipment handling.
Education
Degrees, certifications, and relevant coursework
North High School
High School Diploma, General
Completed high school diploma at North High School in Omaha, NE.
United Training Academy
Certificate, IT Networking & Security
Completed IT Networking & Security program focused on networking and security fundamentals.
ULUniversity of Massachusetts Lowell
Bachelor of Arts, Psychology/Sociology
Bachelor of Arts in Psychology/Sociology from UMass Lowell.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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