Ruben Alarcon
Lancaster
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
13
13
years of professional experience
Work History
IT Customer Support Representative
LAUSD
Los Angeles
11.2023 - Current
- Resolved high-volume technical inquiries across phone, email, and chat, utilizing ServiceNow to track and escalate complex issues, ensuring a 100% response rate for district-wide users.
- Managed critical security protocols including password resets and MFA synchronization for thousands of faculty, students, and parents to ensure secure access.
- Developed and distributed standardized troubleshooting guides for common hardware and software issues, reducing recurring ticket volume.
- Contributed to district’s Service Request Definition documentation to optimize ticket routing accuracy and reduce resolution delays.
Customer Service Specialist (Remote)
Mid-Atlantic
Philadelphia
03.2023 - 11.2023
- Ensured service continuity during VMS’s post-acquisition transition, providing seamless support for existing clients.
- Aligned legacy support processes with new organizational structures and SLAs in collaboration with transition teams.
- Achieved peak performance standards and maintained service quality scores during large-scale operational changes.
Customer Service Specialist (Hybrid)
Vertical Management Systems
Pasadena
09.2013 - 03.2023
- Coordinated technical ticket lifecycle via ServiceNow, collaborating with developers and client managers to resolve urgent financial application issues, ensuring minimal disruption.
- Resolved software and hardware issues for clients and employees, enhancing user experience and operational continuity.
- Executed monthly patching processes, disabling job brokers and validating application integrity post-update to maintain system reliability.
- Monitored trade job processes to ensure technical stability and timely stock market execution.
- Administered MFA and password security for internal employees while adhering to strict compliance protocols.
Education
Associate of Arts - CompTIA A+ Course Work
Pasadena City College
Pasadena, CA05-2022
Associate of Arts (AA) -
Pasadena City College
Skills
- ServiceNow
- Active Directory
- MFA (Duo/Okta)
- Microsoft Office 365
- Troubleshooting (Hardware/Software)
- Computer Assembly
- System Patching
- Ticket Lifecycle Management
- Process Improvement
- De-escalation
- CRM
Technical Skills
ServiceNow, Active Directory, MFA (Duo/Okta), Microsoft Office 365, Troubleshooting (Hardware/Software), Computer Assembly, System Patching, Ticket Lifecycle Management, Process Improvement, De-escalation, CRM
Timeline
IT Customer Support Representative
LAUSD
11.2023 - Current
Customer Service Specialist (Remote)
Mid-Atlantic
03.2023 - 11.2023
Customer Service Specialist (Hybrid)
Vertical Management Systems
09.2013 - 03.2023
Associate of Arts - CompTIA A+ Course Work
Pasadena City College
Associate of Arts (AA) -
Pasadena City College