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Click here or scroll down to respond to this candidateJuan John A Ramos Jr
Street Address * PHONE NUMBER AVAILABLE email:EMAIL AVAILABLE
Tech Support Specialist/Help Desk Analyst
HDI Desktop Support Technician certified
Interim Security Clearance acquired
Bilingual, fluent in Spanish
knowledgeable in computer information systems as well as data based management systems, trouble shooting and help desk resolution acting as a single point of contact for HD/SW installs, configuration and setup
experienced with administration and support of AD, ERP, troubleshooting of several Internet platforms and OS s i.e. Windows 05, XP, Vista, 7 & Professional as well as Windows 10
experienced supporting software s; remote desktop protocols, VMware, Dameware, SAP, Accurint, Aimsweb, and ticketing systems such as Service Manager,Track-it, Nimsoft and Autotask, Bomgar & BMC Remedy.
proficient with MS OS/Admin, Office 365,Word, Excel, Access, Powerpoint with 70-85 WPM
Professional History
SalientCRGT/DoD employee San Antonio, Tx
Government Contractor/Computer Operator II
July 2016 Jan 2017
provide tier 1 technical support for project MedCom for DHA Global Service Center s Enterprise Desktop Support Services at Fort Sam Houston Army Base in San Antonio, Tx.
responsibilities include processing call volume, emails and tickets while providing as a single point of contact for United States Army s branch of our armed forces as well as Naval and Air Force military personnel both active and reserved duty.
software and tools included ticketing system BMC Remedy, and military proprietary Knowledge Base software to resolve, troubleshoot, and configure any or all matters of technical incidents, software installation, network configuration as well as management through use of Active Directory, RDP's and Bomgar
USAA/HCL Technologies San Antonio, TX
Service Desk Analyst
March 2015 March 2016
provide technical support for USAA s network infrastructure and its employees up to and including over 2500 software applications & programs
processing high call volume while establishing a single point of contact for Help Desk resolution, while troubleshooting, diagnosing and providing technical resolution as first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve
software and tools included Remote Desktop Assistance with Service Manager, Dameware, VM VSphere, Skype. Active Directory for password resets and token resets oversee daily functions and performance of desktop/laptop up to and including maintenance as well as perform system updates and configuration to support network infrastructure with management of high level ticket efficiency
PKC Group/TEKsystems San Antonio, TX
Help Desk Analyst
Dec 2013 Jan 2015 (Contract/Temp)
provide tier levels 1 and 2 Technical Support/Help Desk resolution for PKC Group s ERP software
processing call volume establishing 1 call resolution and troubleshooting and product support of Plex (ERP), MS software and tools (Active Directory) platforms and general network configuration and resolution
analyzing reports, processing and maintenance of track-it ticketing systems
Pearson NVC San Antonio, TX
Tech Support Specialist
July 2013 Oct 2013 (Contract/Temp)
provide tier 1 technical support for all Aimsweb Educational software users of up to and including 30,000 educational institutions nationwide and Canada, establishing and providing reports through processing of high call volume as well as help desk duties
support includes documentation through ticketing and tracking systems provided by Nimsoft for meeting call metrics/QA
trouble shooting of any Internet platforms & networks such as (Internet Explorer, Mozilla Firefox, Safari, Google, Google Chrome) to provide help desk resolution
CPS Energy formerly City Public Service San Antonio, TX
Customer Service Rep/Support
Feb 09-June 13
duties include Customer Support/Tech Support for San Antonio, Tx s only municipally owned Public Utility co. for electricity and natural gas
processing high call volume for account management, applications, deactivations, transfers of service of basic Gas & Electrical operations for new and existing residential customers and prescreened commercial accounts
additional support and troubleshooting provided for web and online services/mobile app
JP Morgan Chase Credit Card Services San Antonio, TX
Customer Support Advisor II
Feb 10 Oct 10
evaluation of credit reports/summaries, credit counseling, debt resolution and collections provided to credit card divisions of Chase
support duties included coordination with all 3 credit bureaus and analytical overviews and management of credit card debt to include; fraud, risk management, and loss prevention to ensure economic stability
processing high call volume and cross selling of Chase features to provide support for debt/income ratio
West Corp AT&T Mobility formerly Cingular Wireless San Antonio, TX
West Business Services/ Client Services/ Business Account Management
Feb 05 Nov 08
small business account executive and liaison for AT&T Mobility and West Business Services division of West Corp
small business to business sales manager and account management of all wireless products provided by AT&T Mobility
sales, data entry, lead generation, team interfaces, business development & negotiations of sales, processing of monthly & quarterly reports |
