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.
• 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.
• 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.
• 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.
• 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.
• 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.

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

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.

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