Diego Ramirez Email & Phone Number

Redmond, Washington, Us

Redmond, Washington, Us

Redmond, Washington, Us

Lead a group of engineers (7 US, 10 India) in charge of providing customer support through online communities (MSDN, Stack Overflow and GitHub) on Microsoft Azure related topics by providing best in class service and delivering great customer experience by being customer advocates across the internal Microsoft teams, the scope of the team is not only to help customers directly on forum posts but also to generate online content that can be consumed on demand by customers and partners, from troubleshooting documentation to “how to” documents and also YouTube video tutorials for topics identified as top volume drivers

Redmond, Washington, Us

working as team manager since November 2017 in charge of around 20 direct reports, managing the day to day operation, including customer recoveries when the customer experience is not going well, development of contingency plans and helping the engineers with career advice or personal concerns they may have on the day to day

Redmond, Washington, Us

Worked as technical advisor for a group of full time employees (FTEs) in addition to my role as PTA, providing not only technical advice but also acting as a bridge between the team leadership and the product team when the interaction is not working out

Redmond, Washington, Us

Lead a group of vendors in azure to help with customer cases, after training was completed got in charge of managing them and expand their scope as required, obtaining great customer satisfaction around 90% customer satisfaction.Guided the team through mentoring/triaging session but also finding places for them to get more experience and get deeper into the technical troubleshooting such as SME groups

Redmond, Washington, Us

Work providing escalation support for Microsoft Azure customers, this is Microsoft’s Cloud computing platform, provide best in class support service for LATAM region and for global English as well, customer level includes from developers to premier customers, which are the biggest customers Microsoft has. As part of the position also have been working as a network SME, providing guidance on troubleshooting for cases that can be network related, speeding up case resolution which ultimately achieves high customer satisfaction

San Jose, California, Us

Provide support on all the Polycom products as escalation level 3, providing best in class service to customers and internal Field Services team, strong knowledge on Gatekeeper (DMA), MCU (RMX), Application Level Gateways (VBP and RPAD), recording devices (RSS 4K and 2K).Also have solid experience in the Microsoft integration with Lync.

San Jose, California, Us

Perform implementations for H323 and SIP networks, experience configuring maintaining and troubleshooting MCU, Gatekeeper, SIP and H323 endpoints and other network devices, experience configuring and integrating Microsoft Lync to the Polycom solution.Have worked for customers all over the CALA region as well as for customers in the United States, such as Presidencia de Mexico, Suprema Corte de Justicia de la Nacion, Banorte, Telefonica, Vivo Brasil, Amil and and Henkel to mention a few, always focusing on customer satisfaction and delivering best in class service

I work for Avaya after the Nortel buy out on 2009, continuing to support US and Canada with the VPN router and BRS 200 series devices.

Ca

I worked the VPN contivity group which supports North America for all customers on the region, troubleshooting VPN router and BSR 200 series products

Ca

Member of the Center of Excellence, created to support North America, CALA and EMEA Regions I have worked on Engineering in the Wireline Detailed Network Design Group as network Engineer, for different accounts in North America, mostly Bell Canada, as well as for the CALA region as Engineering Prime for Axtel account.I have worked on Hardware and Software provisioning activities for the CALA region