Andres Felipe Ruiz Ramirez Email & Phone Number

Alexandria, Virginia, United States

United States

▪ Taking incoming calls from customers of the GFI brands worldwide, mainly Kerio products (KerioConnect, Kerio Operator, Kerio Cloud, Kerio Control), logging a ticket on their behalf in order toprovide support as per the maintenance contract.▪ Also taking incoming electronic tickets logged by customers themselves into the support platform,then making sure that the ticket gets progressed towards resolution, by analyzing provided logs,recreating the issue in a virtual… Show more ▪ Taking incoming calls from customers of the GFI brands worldwide, mainly Kerio products (KerioConnect, Kerio Operator, Kerio Cloud, Kerio Control), logging a ticket on their behalf in order toprovide support as per the maintenance contract.▪ Also taking incoming electronic tickets logged by customers themselves into the support platform,then making sure that the ticket gets progressed towards resolution, by analyzing provided logs,recreating the issue in a virtual environment, troubleshooting over the phone or even in remotecustomer meetings, while building a rapport with the customers, making sure they are satisfied withthe way the case has been handled and they are happy with the obtained results.▪ Following up with the customers either via email or via phone for follow-up purposes or care calls,ensuring the customer relationship is maintained, thus building loyal customers, that will remainwith the brand, being satisfied of the way the case is handled.▪ Learning and improving everyday on any skills, both technical and soft-skills, by taking onlinecourses, pair training and one of the most important factors, hands-on experience, in order to tryand replicate a customer environment and fully understand the issue they face when they reachsupport and its urgency.▪ Writing and compiling knowledge base articles, in order to build a knowledge repository, that willassist both customers towards self-sufficiency, and other agents towards resolutionwhen encountering the same issue as described in the article.▪ Providing excellent customer support, by following specific quality guidelines, while resolving thetickets within the requested SLA, so that the quality bar of the ticket, both internal and external, iskept at a high level. Show less

Colombia

Responsibilities • To monitor and support the performance of network equipment through tools licensed by ZTE.• To provide troubleshooting physically or remotely, level 1 and 2, of any service which customers have purchased from ISP Company which we supported.• To manage, develop and support TV profiles of all of the IPTV customers.• To manage, support and monitor IPTV servers working in Linux.• To upgrade and update MSAG 5200 devices, providing services of television… Show more Responsibilities • To monitor and support the performance of network equipment through tools licensed by ZTE.• To provide troubleshooting physically or remotely, level 1 and 2, of any service which customers have purchased from ISP Company which we supported.• To manage, develop and support TV profiles of all of the IPTV customers.• To manage, support and monitor IPTV servers working in Linux.• To upgrade and update MSAG 5200 devices, providing services of television, internet and telephony in access layer.• To upgrade, update, monitor and support edge routers and edge switches.• To design the network for new access equipment, usually in remote sites.• To normalize power attenuation of all cabinets that provides services in the city.• To lead the team which swap Ethernet cabling to fiber cabling in all of the cabinets which provide services to all customers. • To configure, install and maintain ADSL modems and FTTH terminals as ONU and ONT equipment.• To report monthly to the head office about ongoing projects. Show less

Valle Del Cauca, Colombia

Responsibilities • To provide technical support to staff and customers for any computer software for Windows environment plus some centrally hosted applications such as electronic mail• To diagnose, repair and replacement of faulty hardware• To set up LAN and WIFI networks and network devices• To provide Internet diagnostics and its troubleshooting• To maintain and support the printers and its servers, handling Linux or Windows infrastructure.• To maintain and support… Show more Responsibilities • To provide technical support to staff and customers for any computer software for Windows environment plus some centrally hosted applications such as electronic mail• To diagnose, repair and replacement of faulty hardware• To set up LAN and WIFI networks and network devices• To provide Internet diagnostics and its troubleshooting• To maintain and support the printers and its servers, handling Linux or Windows infrastructure.• To maintain and support videoconference system.• To coordinate closely with head office installation, re-installation and configuration of software applications.• To coordinate and support closely with different areas within company to roll-out new applications.• To schedule and perform backup to improve performance from all computers from staff and customers. • To install and support the IP Telephony system in one of the largest hospitals in Cali.• To report daily to head office. Show less

Valle Del Cauca, Colombia

Developed a report with the balance of the whole energetic network at the sugar refineries.

Electronic Engineer, Telecomunicaciones

Diploma In Business Level 7, Business Administration And Management, General

This diploma in business provides career-minded students with a robust understanding of management theory and practice within business.

Diploma Of Design Of Cisco´S Networks, Telecomunicaciones