Conrad Ambe
@conradambe
Customer service and help desk specialist with 10+ years resolving technical issues and boosting satisfaction.
United StatesWhat I'm looking for
Detail-oriented operations, logistics, and technical support professional with a background as a U.S. Navy Junior Non-Commissioned Officer (E-4) serving as a Survival Equipment Specialist. Bringing 10+ years of experience across inventory control, quality assurance, safety compliance, and industrial operations, plus 5+ years of help desk and technical support delivering responsive phone and live-chat based customer service.
Proven track record in full-cycle incident resolution, consistently achieving high first-call resolution rates and measurable reductions in escalations and downtime. Skilled at coordinating daily resourcing and scheduling for teams of 4 to 20 personnel in fast-paced, resource-constrained environments while maintaining strict documentation, safety, and quality standards.
Strong technical fluency with Windows systems, network hardware troubleshooting, and advanced Microsoft Excel (macros, pivot tables), combined with proven independence, attention to detail, and cross-functional communication. Adept with enterprise ticketing and remote support platforms including ServiceNow, Zendesk, ConnectWise, and Active Directory.
Recognized for strong Written Communication, cross-functional collaboration, and the ability to manage high-volume queues while maintaining exceptional Service.
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.
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.
University 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
Website
linkedin.com/in/conrad-ambeSocial media
Job categories
Skills
Interested in hiring Conrad?
You can contact Conrad and 90k+ other talented remote workers on Himalayas.
Message ConradGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
