KIMBERLYN MARTINEZ RAMNATH
Curepe,Trinidad & Tobago
Summary
Experienced professional focused on customer support with strong background in resolving queries and issues promptly. Capable of enhancing customer satisfaction through excellent communication and problem-solving skills. Known for maintaining calm under pressure and delivering consistent, high-quality service. I am also a results-driven manager with knack for streamlining processes and leading teams to success. I have implemented and organised the Helpdesk department and presently have with 9 years of experience within the related field.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work history
BI-LINGUAL HELP DESK MANAGER
HRPLUS SOFTWARE LLC.
El Socorro, San Juan/Laventille
02.2024 - Current
- Handled help desk and application support to resolve technical issues quickly.
- Managed incident, problem, and change processes to protect application availability.
- Coordinated with development, QA, and stakeholders to validate testing and releases.
- Cultivated strong relationships with clients to secure repeat business.
- Led performance reviews, identified areas for improvement.
- Developed accurate sales forecasts for improved strategic planning.
- Delegated tasks efficiently to maximise productivity.
- Managed team dynamics by implementing conflict resolution strategies.
- Streamlined communication channels, enhanced internal information flow.
- Enforced safety regulations to reduce workplace accidents.
- Supervised project timelines for timely completion.
- Implemented cost reduction measures, reduced overhead expenses.
- Coordinated cross-departmental collaboration for improved workflow.
- Identified growth opportunities through comprehensive market research.
- Fostered a positive work environment with regular team-building activities.
- Piloted change management initiatives successfully improving organisational adaptability.
- Facilitated staff training, resulting in better customer service.
- Optimised resource allocation for increased profits.
- Secured new business opportunities with successful networking events.
- Led and managed administrative staff to maintain smooth daily operations.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Organised financial and operational data to help with yearly budgeting and planning.
- Established clear budgets and cost controls strategies to meet objectives.
- Planned revenue generation strategies designed for growth.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Created digital file classification system for company-wide use.
- Controlled resources by department or project and tracked use in HRPlus Software.
BI-LINGUAL HELP DESK SUPERVISOR
HRPLUS SOFTWARE LLC.
El Socorro, San Juan/Laventille
02.2019 - 01.2024
- Manage workload, delegate tasks to Help Desk Technicians. Assigned and escalated tickets to other support levels.
- Provide accurate, professional and timely responses to issues logged via the Help Desk.
- Provide troubleshooting support regarding the problem reported to the Help Desk by clients.
- Provide live step by step instructions to clients as to how to perform tasks in the application.
- Write and publish application solution articles which are accessed by clients via the Help Desk Portal.
- Prepare weekly, monthly and quarterly reports. Data analytics and Help Desk Status.
- All the above on English and Spanish as need it.
- Ensured 24 and 7 availability of help desk service for uninterrupted business operations.
- Enhanced customer experience by providing swift, efficient IT support.
- Implemented new troubleshooting techniques which increased effectiveness of problem-solving measures.
- Identified and resolved hardware issues, enhancing system performance.
- Led training sessions to increase technical proficiency in the team.
- Streamlined workflow processes to reduce response time significantly.
- Maintained up-to-date knowledge of emerging technologies contributing to continuous improvement initiatives.
- Provided ongoing support to end-users resulting in continuous business productivity.
- Coordinated software updates, reducing security risks significantly.
- Handled sensitive data responsibly ensuring compliance with data protection laws.
- Managed team of technicians for improved help desk performance.
- Maintained accurate record keeping through diligent logging and tracking of all service requests.
- Improved client satisfaction with quick resolution of IT issues.
- Developed help desk procedures, achieving organisational efficiency.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
- Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
- Assisted wider customer service teams to produce external user guides and internal support tools.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
- Maintained system security through regular testing and servicing.
- Analysed system and software requirements to meet operational needs.
BI-LINGUAL BUSINESS ANALYST
HRPLUS SOFTWARE LLC.
El Socorro, San Juan/Laventille
06.2017 - 11.2018
- Understand the Requirement of the Businesses and present the best approach of the implementation base on the possibilities of the System.
- Review Data and understand global taxes process.
- Elaborate the details of the Project, implement and generate the requirement documentation to assist clients on the handover process to Help Desk.
- Report, test and implement software customizations for clients.
- Generate customized data reports using the tools implemented in the application.
- Performed quality assurance tests to ensure product reliability and efficiency before deployment.
- Simplified complex data into understandable presentations, facilitating better communication amongst teams.
- Improved client relationships by addressing and managing their needs effectively.
- Led cross-functional teams towards successful project completion on schedule and within budget constraints.
- Conducted training sessions for new software implementations, increasing staff productivity levels.
- Enhanced company performance through meticulous data analysis.
- Created tailored solutions by understanding and translating customer requirements into functional specifications.
- Facilitated smooth project execution by developing comprehensive project plans.
- Streamlined business operations by analysing and implementing process improvements.
- Ensured accurate documentation of all business requirements, aiding seamless project flow .
- Identified potential risks with thorough business impact analyses.
- Helped organisations improve customer satisfaction and achieve measurable results.
- Drafted procedure manuals, work definitions and standard operating procedures by job title or work area.
- Communicated with staff at all organisational levels to assess current systems.
SALES CLERK
FUNKY FISH
West moorings
08.2016 - 01.2017
- Obtains or receives merchandise, totals bill, accepts payment, and makes change for customers in retail store such as accessories, shoes, sport clothes and others, Stocks shelves, counters, or tables with merchandise.
- Sets up advertising displays or arranges merchandise on counters or tables to promote sales.
- Stamps, marks, or tags price on merchandise.
- Obtains merchandise requested by customer or receives merchandise selected by customer.
- Answers customer's questions concerning location, price, and use of merchandise.
Education
Bachelor’s Degree - Electronic Engineering
Nueva Esparta University
Caracas, Venezuela 01.2009 - 01.2014
Sinergy Training 2021 Certificate
Trinidad App Development Fundamentals Sinergy Certificate
TrinidadPower Bi Certification from Exodus Experts
TrinidadSkills
- Suit Microsoft Office 2019 to windows 11
- Slides for presentation: Power Point and Prezi
- Design and development of Electronic Circuits: Multisim 110, Proteus 7
- Intermediate level programming Languages: Assembler, Python, C and PLC Programming
- Operating Systems: Windows 10 and 11, Mac, Linux and Ubuntu
- Supervisory Management I and II, certificate from Sinergy Training 2021
- App Development Fundamentals, certificate from Sinergy Training 2021
- Power Bi – introduction level, certificate from Exodus Experts 2025
- Product knowledge and integration
- Technical proficiency
- Staff recruitment
- Mentoring and coaching
- Service level agreement administration
- Ticketing system expertise (Zoho Help Desk)
- Solution implementation aptitude
- Zoho Analytics and Campaigns
- Network security knowledge
- Remote support capability
- Quality assurance oversight
- Troubleshooting expertise
REFERENCES
Letter upon request
CAREER COMPETENCES
- Fluent in Spanish
- Experience in research and data collection
- Experience in working with different age groups and cultures
- Punctual
- Rooted in core values such as, honesty and integrity.
- Meticulously attentive to detail
- Confident in team management
- Willingness to learn or be trained in a new field as needed
ADDITIONAL SKILLS
- Swimming
- Drawing and Painting
- Crochet
- Art Crafts
- First Aid
Languages
English
Fluent
Spanish
Fluent
Affiliations
- Crochet
- Reading
- Swimming
References
References available upon request.
Timeline
BI-LINGUAL HELP DESK MANAGER
HRPLUS SOFTWARE LLC.
02.2024 - Current
BI-LINGUAL HELP DESK SUPERVISOR
HRPLUS SOFTWARE LLC.
02.2019 - 01.2024
BI-LINGUAL BUSINESS ANALYST
HRPLUS SOFTWARE LLC.
06.2017 - 11.2018
SALES CLERK
FUNKY FISH
08.2016 - 01.2017
Bachelor’s Degree - Electronic Engineering
Nueva Esparta University
01.2009 - 01.2014
Sinergy Training 2021 Certificate
App Development Fundamentals Sinergy Certificate
Power Bi Certification from Exodus Experts