Zarina Ramos

Triaged and resolved software, hardware, and network issues via Zendesk and Salesforce, conducted remote troubleshooting, managed RMA and repair workflows, and authored knowledge base content to reduce repeat incidents.

Provided real-time support and proactive monitoring for media workflows and live streaming services, diagnosed streaming issues, collaborated with engineering on critical incident resolution, and built Confluence knowledge base articles to improve uptime.

Resolved platform issues, performed QA regression tests, and investigated AWS and Kubernetes alerts to improve deployment reliability while coordinating with DevOps and QA during product rollouts and postmortems.

Delivered multi-platform support for mobile and desktop apps, resolving performance, sync, connectivity, and account recovery issues while maintaining data security and supporting international time zones.

Managed Google Workspace administration, led migrations from Exchange with minimal downtime, enforced security controls (2FA, permissions), automated workflows via APIs, and mentored staff as Assistant Team Lead.

Assisted high-value mobile customers with billing, plan management, and retention support, achieving effective issue resolution and customer satisfaction.

Resolved technical and billing issues for telecommunications clients, providing timely customer assistance and support documentation.

Handled inbound support and upselling for vehicle safety and connectivity products, resolving customer inquiries and promoting service upgrades.

Provided Tier 1 support and account troubleshooting for Verizon, Alltel, and T-Mobile customers, resolving service issues and assisting with account inquiries.

Completed a Bachelor of Science in Information Technology with a specialization in Mobile & Internet Technologies in 2014.

Completed an Associate Degree in Information & Communications Technology during 2004–2005.