Carlos Ramirez Email & Phone Number

Mooresville, North Carolina, United States

Richmond, Virginia Area

• Manage 24/7 service desk and on call rotation
• Weekly calls with clients to review SLA’s and critical tickets
• Schedule and oversee server maintenance and upgrades
• Manage white glove deployments for Good Messaging and Blackberry
• Planning and deployment of enterprise level device upgrades along with accessories
• Annual on site “support bars” to answer any client questions with software or hardware

• Provide Management of local 24x7x365 Support Personnel
• Lead, mentor, and coach TAAs to provide consistent and professional support environment
• Provide accurate and timely communication to all applicable parties on any customer support issues
• Monitor specific KPIs to ensure proper execution of support
• Maintain all scheduling and coordination of Technical Assistance Associates
• Participate in Internal Incident Report review process to diagnose areas for improvement

To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that.