Daniel Ramos Email & Phone Number

Austin, Texas, United States

Answer customer requests in a timely manner per Standard Operating ProceduresProvide phone and email support to customers in a timely mannerProvide software troubleshooting support to customersIdentify and organize tickets according to priorityHandle other tasks as assignedProvide advice and guidance on a wide range and variety of complex information technology issuesInterpret information technology policies, standards and guidelinesTest the functionality of systems and networks previously used Enter, track, and close or escalate tickets using CA SDM Install, configure, troubleshoot, maintain, repair and upgrade all Dell and HP desktop, laptop, and VDI systems and their componentsProvide support for issues relating to Active Directory, such as creating, moving, and standardizing objects within OUs, and changing permissions.Site Administrator for installing, configuring, troubleshooting, maintaining, repairing and upgrading all PIV computers and associated peripherals

Austin, Texas Area

• Field, address, and prioritize incoming help requests via phone, tickets and remote support, escalate when necessary• Monitor system updates to remain aware of common problems users are experiencing• Actively listens to and builds rapport with end users to elicit problem details• Perform software installations for customers• Document, review and ensure that all quality and change control standards are met• Apply diagnostic utilities to aid in troubleshooting• Access software updates, drivers, and knowledge base to aid in problem resolution• Test fixes prior to closing tickets to ensure problems have been adequately resolved• Document all pertinent end user identification information including nature of problem• Record, track, and document the problem-solving process for each ticket• Collaborate with other team members to share and exchange information• Review regular pertinent product update information to keep knowledge current• Review regular pertinent product update information to keep knowledge current• Contribute to and update knowledge database and team training documentation

Austin Tx

Install all cable equipment as required on work order. Run Coax, telephone, and cat 5 cable as necessary to complete install .Instruct customer on use of all equipment installed. Assist customer with WiFi setup, and optimization.Once at customer’s premises assess and resolve customers technical issue.Submit escalation tickets for issues that need to be resolved by other groups.Assist and mentor Field Technicians 1 - 3.

Austin Tx

Assisted customers with technical and billing issues over the phone.Applied credits to customers accounts when appropriate.Dispatched field techs when necessary. Followed up with Customers to ensure issue resolution.Submitted Issue Track tickets to engineering and/or Management when necessary.

Austin, Texas Area

Worked on various technical support assignments.Headed a team that collaborated with Dell technicians to converted Mac computers from DG servers to Dell servers Planned and coordinated the conversion of Mac computers for Wayne Fueling Systems from DG servers to Dell servers

Apple Inc

Met overall monitoring goals for myself and my direct reports Met standard performance goals set for team managers and my direct reportsParticipated in hiring, and training development as needed. Performed HR and Administrative tasksHeld weekly staff meetingsConducted employee’s monthly and yearly focal reviews Actively managed the performance of my teamDefined and deliver goals and expectations for direct reports Measured and report attainment of goalsMonitored advisor training requirements were being metShare best practices with my management team and my direct reportsConstantly sought opportunities for innovation for both my direct reports and the management teamWork varied shifts on a 7-day scheduleTraveled as neededRemained current on all training assigned to the management team

Austin, Texas Area

1 Senior Specialist backfill. FY12P94 Team Manager backfills FY12P03 - FY12P08iPhoto Product Champ from 2009 to 2011IApps Product Champ from 2011 to 2012Resolved calls escalated by Tier 1Setup replace computers for customers when necessaryTracked emerging issues and got that information to engineering when necessaryAssisted users with system problems by phone.Referred callers to proper database articles to resolve their issues Logged all incoming calls and resolutions in iLog (Apple’s ticketing system)Resolved wireless connection issuesResolved all issues with Mac OS X 10.3.9 – 10.9 and bundle packagesTroubleshoot network connectivity issues.Setup mail-in and on-site dispatches for repair when necessary Mentored new technical support advisors

Austin, Texas Area

Assisted users with system problems by phoneResolved issues for educational institutions per various contracts with schools nationwide K-12 and Higher EdReferred callers to proper database articles to resolve their issues Logged all incoming calls and resolutions on the GCRM (Apple’s ticketing system)Resolved wireless connection issuesResolved all issues with Mac OS X 10.3.9 – 10.5 and bundle packagesTroubleshot network connectivity issuesSetup mail-in and on-site dispatchesLooked up information in SAP to when necessary to obtain computer informationEscalated to T2 support when necessary, transferred calls to the proper departments when necessary

Austin, Texas Area

Monitored and responded to alerts on mission critical manufacturing computing infrastructureSetup conference calls with appropriate personnel to avoid and/or resolve factory down timeFirst point of contact to resolve batch processes running in UNIX, Linux, VMS and Win-2K environments Installed and maintained hardware as required which include data center projects, serverrooms, and clean room equipmentTracked problems, changes, and service requests until resolutionUsed web tools to document procedures and processes as requiredHandled helpdesk type calls after regular business hoursAssisted fab staff with wireless connectivity issues