Brian Ramirez Email & Phone Number

Denton, Tx, Us

Dallas, Texas, United States

Dallas/Fort Worth Area

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

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

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

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