Brian Ramirez

Brian Ramirez Email and Phone Number

IBM Cloud Incident Commander and Resolution Manager @ IBM
Denton, TX, US
Brian Ramirez's Location
Denton, Texas, United States, United States
Brian Ramirez's Contact Details

Brian Ramirez personal email

n/a

Brian Ramirez phone numbers

About Brian Ramirez

I am a multifaceted Global IT Operations Team Manager and Support Professional with 20+ years extensive experience in crisis management, end user support, client relationship management, account management, and service delivery. Service level management specialist including escalation management, key performance indicator management, root cause analysis, defect prevention and resolution.

Brian Ramirez's Current Company Details
IBM

Ibm

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IBM Cloud Incident Commander and Resolution Manager
Denton, TX, US
Website:
ibm.com
Employees:
332208
Brian Ramirez Work Experience Details
  • Ibm
    Ibm Cloud Incident Commander And Resolution Manager
    Ibm
    Denton, Tx, Us
    View
  • Ibm
    Ibm Cloud Incident Commander / Resolution Manager
    Ibm Jan 2017 - Present
    Dallas, Texas, United States
    View
  • Ibm
    Ibm Cloud Technical Account Manager / Ibm Cloud Critsit Mgr / Major Incident Mgr
    Ibm Aug 2015 - Aug 2017
    Dallas/Fort Worth Area
    View
  • Ibm
    Ibm Non-Cloud Client Care / Major Incident Manager
    Ibm Aug 2015 - May 2017
    Dallas/Fort Worth Area
    • Respond timely to critical client incidents retaining full ownership until positive technical resource engagement (L1 – L3) • Track and maintain ownership of critical client situations • De-escalate irate and dissatisfied clients with excellent phone etiquette, displaying empathy and patience • Applied creativity and judgement to client support concerns • Facilitated and negotiated national and international technical resources to ensure resource engagement with client
    View
  • Ibm
    Operations Management/Field Technical Advisor
    Ibm Jan 2005 - Jun 2015
    Dallas/Fort Worth Area
     International Team Leader for service delivery team of 50 geographically dispersed Team Leads supporting a client account of 300,000 end users Performed weekly root cause analysis for defect resolution & prevention resulting in improved training and remote resolution by offshore resources  Proactively designed and implemented tools that enabled offshore end user support to resolve a higher number of requests remotely, improving client satisfaction with Level 1 support by 12% and reducing Desk Side Representative travel and hands on resolution time by over 2000 labor hours Critical Technical adviser for complex client problem resolutions that involved multiple client and IBM support towers Constant Key Performance Indicator management and reporting to avoid contractual penalties Subject Matter Expert for client environment technical operations Created, maintained & lead product specific SME teams for client support
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  • Ibm
    Electronic Delivery Specialist-Team Lead
    Ibm Jan 1990 - Dec 2004
    Dallas/Fort Worth Area
     Resource balancing and allocation for 30 desk side support representatives in Texas, New Mexico & Louisiana Network Management for all facilities supported including Sniffer analysis Key Performance Indicator Measurement, Monitoring and Management Escalation Management Tool identification and development for support impact efficiency  LAN Administration and access control including server management. .  Provided personalized executive support
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  • Ibm
    Electronic Delivery Specialist
    Ibm Jan 1987 - Dec 1989
    Dallas Texas
     Network Management for 15 Dallas and Ft Worth facilities Provided technical support for 8,000 IBM internal and commercial users Service Level Agreement Monitoring and Measurement
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Brian Ramirez Skills

It Service Management Itil It Operations It Management Integration Disaster Recovery It Strategy Service Delivery Data Center Troubleshooting Solution Architecture Vmware Enterprise Architecture Active Directory System Administration Virtualization Incident Management Service Management It Outsourcing Servers Management Customer Service Leadership Project Management Microsoft Office Customer Relationship Management Strategic Planning Business Development Business Process Improvement Business Analysis Team Leadership Cross Functional Team Leadership Vendor Management Quality Assurance Software Quality Assurance Call Center Administration Contact Center Operations Key Client Relationships Client Services Client Presentation Escalations Management Escalation Resolution De Escalation Technical Support Technical Documentation It Infrastructure Management It Governance It Service Delivery It Financial Management Software Development Life Cycle

Brian Ramirez Education Details

Frequently Asked Questions about Brian Ramirez

What company does Brian Ramirez work for?

Brian Ramirez works for Ibm

What is Brian Ramirez's role at the current company?

Brian Ramirez's current role is IBM Cloud Incident Commander and Resolution Manager.

What is Brian Ramirez's email address?

Brian Ramirez's email address is br****@****ibm.com

What is Brian Ramirez's direct phone number?

Brian Ramirez's direct phone number is (800) 426*****

What schools did Brian Ramirez attend?

Brian Ramirez attended San Antonio College.

What are some of Brian Ramirez's interests?

Brian Ramirez has interest in Social Services, Children, Politics, Education, Environment, Science And Technology, Disaster And Humanitarian Relief, Human Rights, Animal Welfare.

What skills is Brian Ramirez known for?

Brian Ramirez has skills like It Service Management, Itil, It Operations, It Management, Integration, Disaster Recovery, It Strategy, Service Delivery, Data Center, Troubleshooting, Solution Architecture, Vmware.

Who are Brian Ramirez's colleagues?

Brian Ramirez's colleagues are Robert Purifoy, Swati Iyer, Olivier Simoneau, Zainul Abideen, Rohan Sharma, Raul Rodrigues, Kaustubh Mane.

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