Esteban Ramos Email and Phone Number

-Scientific Service Desk Technical Point• Worked directly with the Leadership Team on Global initiatives• Established a relationship with Support Leads and CI Owners in support of the business.• Worked on high level projects that directly impacted the Global Service Desks• Managed the Incident Management Process for the Global Service Desks• Oversaw that all Standard Operating Procedures were being followed consistently.-Scientific Service Desk Trainer• Reviewed and assessed curriculum to determine efficacy. • Developed curriculum focused on Scientific supported applications and programs.• Developed and administered knowledge assessment testing.• Analyzed the effectiveness of the training materials and made modifications as needed on an ongoing basis.• Worked closely with management and application owners to make sure all training materials were align with the business needs.-Service Desk Analyst• Support cloud based and/or locally installed applications.• Run SQL queries• Perform troubleshooting to resolve or escalate to the appropriate next level support team.• Research and resolve applications and business process issues.• Logging and managing incident and requests.• Provide support via phone, chat, email and remote software. • Troubleshoot hardware, software and application issues• Communicate technical information to non-technical clients in a clear and professional manner.• Collaborate with team members and leadership team on process improvement.• Utilize a knowledge base to resolve support tickets.• Provide excellent customer service while working in a fast pace environment.• Assist customers with confidence on issues that are complex, unknown and new.• Work independently and also within a team environment.

Responsible for the setup and configuration of new Hardware and Software, including Desktops, laptops, printers and scanners, monitors and other peripheral devices. Setting up users and managing access through Active Directory. Backing up data and applications for PC replacements, troubleshooting 2nd level issues with other various IT tasks.

Installing and configuring computer systemsDiagnosing and solving hardware/software faultsAdding users/computers to active directoryManaging mailboxes in Exchange.Logging customer/employee queries.Analysing call logs to spot trends and underlying issues.Remote troubleshooting using logmein.

Have diagnosed and troubleshot until full resolution various systems with various hardware, software, and networking issues Serviced around 1,000 systems until full resolution based on a ticking system Have dealt with initial network setup and troubleshooting advance hardware.Troubleshot various operation systems issues with windows 2000, XP, vista, windows 7 and 8 as well as Server editions of Windows.Worked extensively with EchoVNC or RDP for remote troubleshooting software issues Excellent communication skills, writing, and analysis skillsResearch, analyze, monitor, troubleshoot and resolve various operating system errors dailyAssisted users with technical support requests, resolved and documented solutions with Help Desk tracking software; escalated support requests if issues were unable to be resolved

HVAC Installations and repairs.

Provide in-store and on-site solutions for PC repair, PC upgrades, home and office networking setup and tips.