Burnett Ramirez Email & Phone Number

Austin, Texas, Us

- Provide world-class technical support for our global customers. - Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote sessions in English language- Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators)- Manage and work support tickets per industry best practices utilizing existing CRM systems- Effectively communicate technical information to non-technical customers- Work on cases advanced by lower tier that requires more detailed investigation- Work on cases escalated by customer or manager- Contribute to our Knowledgebase (author and edit knowledge base articles)- Supports Prem/Prem Enterprise customers having attained tenureship and required the required Technical and Soft Skills- Maintain working lab systems to facilitate reproduction of customer issues- Work on any new ad hoc Projects assigned to help with improvements in support team

Stamford, Ct, Us

Responsible for performing front line operational and engineering support of commercial optical, carrier and coaxial-based products within the Charter Business Network Operation Center (CBNOC).

Atlanta, Georgia, Us

Focused with a primary responsibility of ensuring availability of networking services for the enterprise. Monitor central and remote systems to gauge the health of voice and data communications. Identified issues will be addressed directly or resolved in partnership with engineering or third party partners. Participate in high severity outage situations to assist in service restoration.

Global, Us

Answer phones and respond to basic customer inquiries to ensure customer needs are met. Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolve and/or refer more complex technical problems through a defined escalation process. Log and track inquiries using problem management database and maintains history records and related problem documentation. Identify, evaluate, prioritize customer problems and complaints. Ensure that inquiries are resolved appropriately.

Longwood, Fl, Us

Provided first level customer support to retail, automotive and distribution sitesAnswered incoming calls and create tracking ticketsEscalated issues accordinglyFollowed up and Resolved end users’ issues Engaged in training, coaching, and hiringEnhanced diagnostic tools training manual for the deskParticipated in the Sears to CSC outsource migration project